Katie Duffy

· Own and manage all customer accounts from onboarding to maintenance.

· Document customer feedback to present to cross-functional leadership teams.

· Provide technical, and desktop support.

· Handle inbound requests promptly via communication channels, email, phone, and from within customer feedback tools.·Ensure all team members are aligned with support strategies and promote product awareness internally.

· Own and manage all customer accounts from onboarding to maintenance.

· Document customer feedback to present to cross-functional leadership teams.

· Monitor customer requests and properly assign the task(s) to its correct department.

· Inform and train customers on new product features.

· Created an onboarding process for CRM onboarding.

· Conduct product training sessions and regular customer check-ins.

· Assist with the development of company policies related to customer service.

· Serve as an advocate for customers by ensuring their feedback is effectively communicated to cross-functional teams.

· Developed training materials for new staff members on customer service procedures.

· Develop product roadmaps to help guide the development of new feature releases.

· Lead agile ceremonies such as sprint planning, and daily stand up`s.

· Produce video tutorials that highlight product functionality.

· Monitored team performance, tracked progress toward goals, identified improvement areas, and provided employee feedback.

· Created reports detailing market changes, sales volume, and business profitability.

· Developed pricing strategies in accordance with corporate objectives and industry trends.

· Developed a commission structure later adopted by the operational teams in some offices.

· Utilized proprietary and external systems to evaluate complex issues and make critical thinking decisions in a fast-paced brokerage environment.

· Heavy involvement in operational activities such as drop trailer projects, pricing for short and long-term bids, providing warehouse solutions, and sourcing carrier capacity to move a customer's goods.