Katie Scott - Pryor
Bridgeport
Summary
Dynamic and results-driven professional with extensive experience in multiple aspects of the trucking industry. Proven track record of enhancing operational efficiency and increasing customer satisfaction through strategic initiatives and effective communication. Adept at analyzing fault codes and implementing solutions that drives dealership revenue and fosters solid customer partnerships.
Professional with strong track record in product support. Skilled in team collaboration, problem-solving, and adapting to changing requirements. Known for technical expertise, effective communication, and results-oriented approach.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
On-Hwy Regional Product Support Manager
Holt Truck Centers
06.2023 - Current
- Championed best practices in customer service across the organization, leading by example.
- Served as a key liaison between customers and internal stakeholders.
- Assessed product market data by calling on customers with field salespeople and evaluating sales call results.
- Enhanced product support efficiency by streamlining processes and implementing new strategies.
- Spearheaded process improvements initiatives within the department that led to reduced response times for customer issues.
- Increased customer satisfaction through timely and effective resolution of parts and service issues.
- Conducted regular evaluations of team performance against established benchmarks, identifying areas for growth or improvement opportunities.
- Collaborated with cross-functional teams to identify areas for process improvements based on customer feedback.
- Established clear performance metrics for the product support team, driving accountability and continuous improvement.
- Worked closely with sales team on understanding customer needs, promoting products and delivering sales support.
- Cultivated and maintained strong relationships with customers to ensure a positive customer experience.
- Wrote and updated contracts for improved parts and service sales.
Fleet Health Manager
Holt Truck Centers
01.2022 - Current
- Liaised with customers to develop comprehensive plans and provide highest quality of service to optimize uptime through fault code monitor.
- Fostered a positive work environment by promoting open communication and teamwork among customers and servicing dealerships.
- Spearheaded initiatives aimed at reducing customer dwell time, ultimately maximizing customer satisfaction.
- Championed the adoption of new technologies within the organization, enhancing both departmental effectiveness and customer experience.
- Reviewed procedures and operational problems to determine ways to improve service and customer satisfaction.
Customer Service Manager
Summit Truck Group
05.2014 - 12.2022
- Actively monitored the fault codes on over 70,000 vins optimizing uptime
- Monitored repairs across the nation on industries largest trucking companies
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused and excellence in customer collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed complex customer repairs effectively, navigating multiple resources to identify and implement the best possible solutions.
- Developed strong relationships with customers, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Maintained detailed vehicle health records for customers , allowing for easy retrieval when needed during follow-up communications or escalations.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Improved response times for customer repairs with efficient proactive fault code management and prioritization techniques.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
Education
Associate of Arts -
Crowder College
Neosho, MOSouthwest Missouri State University
Springfield, MOSkills
- Process improvement
- Fault code analysis
- Performance metrics
- Customer relationship management
- Operational efficiency
- Employee training
- Attention to detail
- Excellent communication
- Product knowledge
- Strategic partnerships
- Sales process optimization
Named in "2018 Top Woman to Watch in Transportation" by Redefining the Road Magazine
Nominated by International Motors as a top woman to watch in the industry
Timeline
On-Hwy Regional Product Support Manager
Holt Truck Centers
06.2023 - Current
Fleet Health Manager
Holt Truck Centers
01.2022 - Current
Customer Service Manager
Summit Truck Group
05.2014 - 12.2022
Associate of Arts -
Crowder College
Southwest Missouri State University
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