Summary
Overview
Work History
Education
Skills
Timeline
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Kathryn Ludwig

Burleson

Summary

Dynamic Customer Success Manager with a proven track record at Stone KALiber Group, excelling in client relations and strategic planning. Expert in onboarding and account management, I foster strong relationships that enhance customer loyalty and satisfaction. Recognized for delivering exceptional user experiences and advocating for customer needs, driving continuous improvement in service delivery.

Overview

18
18
years of professional experience

Work History

Customer Success Manager

Stone KALiber Group
10.2022 - Current
  • Assisted customers with onboarding and product setup to foster successful adoption and usage.
  • Established strong relationships with key customers, resulting in increased customer loyalty.
  • Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
  • Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
  • Coordinated with internal teams to provide prompt support and address client needs efficiently.
  • Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
  • Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
  • Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
  • Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
  • Fostered strong relationships with key accounts, ensuring high levels of customer satisfaction and loyalty.
  • Identified at-risk accounts through diligent monitoring and analysis, implementing corrective actions to prevent churn.

Client Service Representative

Veterans Affairs Medical Center
08.2017 - 02.2020
  • Handled sensitive client information with discretion, ensuring confidentiality at all times.
  • Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
  • Managed incoming calls, providing prompt and accurate information to clients about products and services.
  • Maintained accurate record-keeping with proactive attention to client information updates.
  • Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
  • Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
  • Participated in ongoing training sessions to stay current on industry trends and best practices.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.

Customer Support Specialist

Kroger Corporate Office
05.2015 - 04.2017
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Fostered culture of continuous learning among support team, enhancing overall expertise in Services offered and customer service.
  • Spearheaded cross-department initiative to streamline communication, resulting in quicker problem-solving for customers.
  • Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest service information.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
  • Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
  • Resolved customer complaints with empathy and patience, restoring client confidence in company.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Cosmetologist

Sport Clips
02.2011 - 03.2015
  • Developed strong rapport with clientele through consistent high-quality service, resulting in repeat business and referrals.
  • Enhanced client satisfaction by providing personalized cosmetology services based on individual needs and preferences.
  • Educated clients on proper hair care techniques to promote healthier hair between appointments.
  • Contributed to the salon''s positive reputation through excellent customer service, attention to detail, and commitment to client satisfaction.
  • Stayed current with industry trends and techniques by attending workshops, trade shows, and continuing education courses.
  • Increased salon revenue by upselling additional treatments, products, and services to clients during appointments.
  • Attended regular trainings and workshops to maintain cosmetology license and stay current on technique and skills.
  • Assisted in inventory management by tracking product usage, reordering supplies as needed, and maintaining an organized workspace.
  • Maintained client treatment records and designed long-term care programs for return customers.
  • Conducted thorough consultations with clients to assess their desired outcomes and develop customized treatment plans accordingly.
  • Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
  • Maintained a clean and hygienic work environment by following strict sanitation guidelines and procedures.
  • Demonstrated high level of customer service to increase retention and satisfaction.

Cosmetology Student

Creative Images Institute of Cosmetology
03.2007 - 09.2010
  • Mentored fellow students in various cosmetology practices by sharing expertise gained through hands-on experience and coursework completion.
  • Enhanced client satisfaction by providing personalized cosmetology services tailored to individual needs and preferences.
  • Provided thorough consultations before each appointment to understand client goals thoroughly and create customized plans accordingly.
  • Demonstrated proficiency in various hair styling techniques, including cutting, coloring, perming, straightening, extensions application, and updo creation.
  • Developed strong multitasking abilities while balancing coursework requirements alongside hands-on training in a fast-paced salon environment.
  • Expanded knowledge of industry trends and techniques by attending workshops, trade shows, and ongoing professional development opportunities.
  • Educated clients on proper hair care routines or product usage tips during appointments resulting in improved overall hair health between salon visits.
  • Established rapport with diverse clientele by adapting communication styles according to individual preferences or cultural backgrounds while maintaining professionalism at all times.
  • Assisted in salon operations, including inventory management, scheduling appointments, and maintaining a clean and organized work environment.
  • Received positive feedback from clients for excellent customer service skills, attention to detail, and ability to make them feel comfortable throughout their appointments.
  • Maintained Dean's List status for entire program length.

Education

Bachelor of Science - Construction Project Management

Louisiana State University
Baton Rouge, LA
05-2027

Skills

  • Customer account management
  • Customer relationship building and management
  • Negotiation and conflict resolution
  • Excellent communication
  • Attention to detail
  • Onboarding and orientation
  • Customer advocacy
  • Proficient in Microsoft Word and Excel
  • Key accounts development
  • Excellent customer service
  • Customer retention

Timeline

Customer Success Manager

Stone KALiber Group
10.2022 - Current

Client Service Representative

Veterans Affairs Medical Center
08.2017 - 02.2020

Customer Support Specialist

Kroger Corporate Office
05.2015 - 04.2017

Cosmetologist

Sport Clips
02.2011 - 03.2015

Cosmetology Student

Creative Images Institute of Cosmetology
03.2007 - 09.2010

Bachelor of Science - Construction Project Management

Louisiana State University

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