Kathryn Svoboda
Cincinnati
Summary
Dedicated Aftermarket Service Coordinator with proven success in enhancing customer satisfaction, resolving complaints, and managing service operations. Expertise in CRM software and inventory management drives operational efficiency.
Overview
22
22
years of professional experience
Work History
Aftermarket Service Coordinator
RH Aero
Mason
12.2023 - Current
- Managed daily service operations to enhance customer satisfaction.
- Resolved customer complaints through effective communication and problem-solving.
- Trained staff on service protocols and company policies.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Collaborated with cross-functional teams to streamline service processes.
- Resolved customer complaints in a timely manner.
- Pitched in to complete various duties during peak periods or employee absences.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Monitored service performance metrics to identify areas of improvement.
- Reviewed customer billing statements for accuracy prior to release.
- Trained new employees on the use of customer relationship management software systems.
- Created written estimates and obtained customer consent to proceed.
MRO Product Specialist
Cincinnati Test Systems
Harrison
04.2021 - 12.2023
- Managed sales for three (3) product lines: spare parts, urethane seals, and CTS Connect.
- 2022 sales of combined products lines were $8.3M, ended the year 8% over budget. 2023 was on target to meet the budget as well.
- Collaborated with sales to visit customers to promote the CTS Connect pneumatic connectors as part of a total leak test solution.
Sales Operations Analyst
Whitcraft Group
Ft. Mitchell
05.2017 - 08.2020
- Managed $700 million of sales opportunities by working directly with sales executives from RFQ receipt, proposal creation, to opportunity close.
- Integrated 6% growth through the integration of sales and operations at nine (9) manufacturing sites across the U.S.
- Decreased redundant work by 10% through the development and delivery of process improvement training to all employees.
- Hosted a 2-day Customer Service Summit to standardize the order process and improve customer satisfaction.
- Recovered $1M in aged receivables by leading a 6-month project for a manufacturing site, following a management reorganization.
- Tracked slow-moving inventory to a $250K goal, the sales team wins to a $16M goal, and market share increases on key programs. I presented a weekly executive summary to the CEO.
Manager of Contract Development
CDI Corporation
Cincinnati
12.2006 - 05.2017
- Held positions of increasing responsibility: Proposal Manager, Sales Support Specialist, Operations Executive Administrator.
- Key team member in renewing $40M annual multi-year contract awards at two aerospace OEMs by collaborating with the senior leadership team to create, deliver, and negotiate proposals on schedule and to client specifications.
- Owned proposal process that five (5) new clients are acquired annually, delivering $5M in net profit through the management of customer relationships and the leadership of seven (7) employees.
- Shortened proposal turnaround time by 15% by transferring all boilerplate proposals to Deltek CRM.
Modification Investigator
Warren County CSEA
Lebanon
01.2004 - 12.2006
- Held positions of increasing responsibility: Location Investigator, Interstate Team Investigator, with backup support from the Customer Service Team.
- I represented the CSEA in all modification hearings.
- Responsible for compiling, researching, and completing support order modification recommendations in response to party requests, as well as scheduled modifications for family service cases.
Education
Bachelor of Science - Mortuary Science
Cincinnati College of Mortuary Science
Cincinnati12-2001
Skills
- Customer service
- CRM software
- Service operations
- Inventory management
- Proposal development
- Sales forecasting
- Process improvement
- Effective communication
- Team collaboration
Timeline
Aftermarket Service Coordinator
RH Aero
12.2023 - Current
MRO Product Specialist
Cincinnati Test Systems
04.2021 - 12.2023
Sales Operations Analyst
Whitcraft Group
05.2017 - 08.2020
Manager of Contract Development
CDI Corporation
12.2006 - 05.2017
Modification Investigator
Warren County CSEA
01.2004 - 12.2006
Bachelor of Science - Mortuary Science
Cincinnati College of Mortuary Science
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