Katie Benson

• Designed custom floral arrangements for various events, ensuring client satisfaction and adherence to design themes.
• Collaborated with team members to manage inventory levels and order supplies efficiently, minimizing waste.
• Implemented new design processes that improved workflow efficiency and reduced turnaround times for client orders.
• Serviced customers online, over the phone, and in person including but not limited to fresh and silk floral arrangements, custom designs, plants, merchandise, etc.

• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Dispatched technicians daily and assigned jobs based on revenue goals and maximization of skills

-Performed all duties related to residential and commercial overhead dispatching

-Approved timesheets of technicians

-Moved tickets into billing batches

-Approved billing batches

-Facilitated weekly Toolbox Talks and ensured employee participation

-Spearheaded many initiatives for Team Impact (a team of employees engaging team building and community involvement)

-Ordered material needed for work orders, service, and repairs

-Arranged rental equipment for technicians in the field

-Created P.O.'s for rental equipment and materials used onsite

-Handled customer escalations from CSRs and technicians

-Scheduled residential installations and maintained the installation schedule

-Effectively communicated with and dispatched residential and commercial technicians via software and phone

-Scheduled service and installation appointments with customers for commercial and residential business

-Conducted customer surveys based on their experiences as well as competitive surveys of competitors to stay up-to- date on the industry

-Working knowledge of unique software programs having to do with the lines of business

-Reviewed and billed completed service tickets

-Built relationships with technicians and managers alike to create a positive work environment

-Received Advanced Customer Experience (ACE) training to improve the overall customer experience

-Attended weekly residential sales order meetings and coordinated all residential installations

-Ordered and assigned material to sales and service orders

-Directed dispatching, routing, and tracking of up to 16 fleet vehicles

• -Identified customer needs, ofered appropriate solutions and followed up on customer interactions -Performed administrative duties such as filing paperwork, processing payments, or preparing invoices -Demonstrated ability to manage multiple tasks simultaneously -Handled escalated calls from dissatisfied customers in a professional manner while seeking resolution within establshed guidelines -Developed strong relationships with customers by providing personalized suport and creating positive experiences -Cross-trained as Job Coordinator, dispatching installations, invoicing and filing replacement jobs through the sales department

• -Owner/operator of independent floral business -Provided a monthly subscription of fresh flora and local artisan chocolate, delivered nationwide -Developed relationships with local chocolatier partnerships -Handled and stored fresh flora as well as silk flora