Katie Blaul
Grayslake,IL
Summary
Detail-oriented professional with exceptional communication and project management skills, adept at thriving in fast-paced environments while managing multiple tasks effectively and efficiently. A proactive approach to identifying and addressing issues consistently leads to optimized processes and enhanced team performance. Recognized for a strong commitment to supporting team objectives, fostering collaboration, and driving results. Passionate about leveraging expertise to contribute to organizational success and continuous improvement.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
ABBVIE
08.2023 - Current
- Manage daily operations and lead a team of specialists, ensuring a focus on customer service excellence.
- Develop representatives through coaching and training, fostering a strong company culture and high-performing teams.
- Oversee disciplinary and performance processes, including reviews and hiring decisions, aligning with corporate policies.
- Collaborate with cross-functional teams to resolve complex customer issues and maintain interdepartmental communication.
- Represent department interests at company meetings, advocating for team goals and providing customer insights.
Customer Service Lead
ABBVIE
05.2022 - 08.2023
- Supported high-profile customers with strategic solutions to orders and inquiries in a high-volume setting.
- Engaged with other functional areas to anticipate service needs and formulate preventative strategies.
- Acted as a liaison between representatives and upper management, ensuring procedural compliance and addressing concerns promptly.
Customer Service Department Manager
ULINE
08.2017 - 04.2022
- Directed operations for a large team, aligning efforts with company objectives to ensure customer satisfaction.
- Conducted comprehensive performance reviews, contributing to employee development and retention through constructive feedback.
- Partnered with workforce management to optimize staffing and respond to service demand shifts efficiently.
- Facilitated process audits and recommended innovations for enhanced efficiency.
Customer Service Team Lead
ULINE
10.2013 - 08.2017
- Managed team development initiatives, including training and performance evaluations, to enhance customer service delivery.
- Implemented performance metrics and behavioral coaching, ensuring alignment with organizational standards.
- Drove process improvements through feedback mechanisms and stakeholder engagement.
Customer Service Representative
ULINE
09.2010 - 10.2013
- Delivered exceptional service through direct customer interaction, showcasing strong problem-solving skills and product expertise.
- Documented customer feedback to understand needs and improve service strategies.
Education
Bachelor of Science - Business Administration
University of Phoenix
Phoenix, AZ01.2010
Associate in Arts -
College of Lake County
Grayslake, IL01.2007
High School Diploma -
Warren Township High School
Gurnee, IL01.2004
Skills
- Proficient in Microsoft Office Suite
- Experienced with SAP
- Employee Relations: Skilled in conflict resolution, performance management, and developing positive workplace environments
- Leadership and Development: Adept at coaching, training, and developing teams to achieve organizational objectives
- Strategic Planning: Experienced in anticipating organizational needs and formulating effective strategies for prevention and improvement
- Interpersonal Skills: Strong communicator with the ability to build relationships at all levels of the organization
Certification
- Living As A Leader - Leadership Development Series (2022)
- Deliver Big Award – Project Luminate 2024
Timeline
Customer Service Supervisor
ABBVIE
08.2023 - Current
Customer Service Lead
ABBVIE
05.2022 - 08.2023
Customer Service Department Manager
ULINE
08.2017 - 04.2022
Customer Service Team Lead
ULINE
10.2013 - 08.2017
Customer Service Representative
ULINE
09.2010 - 10.2013
Bachelor of Science - Business Administration
University of Phoenix
Associate in Arts -
College of Lake County
High School Diploma -
Warren Township High School
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