Kim Dougherty
Customer Service Supervisor
Blaine,MN
Summary
Dynamic Customer Service Supervisor with a proven track record at Nilfisk, excelling in problem-solving and team leadership. Enhanced customer satisfaction through effective CRM management and targeted coaching, achieving significant improvements in team performance. Cultivated strong customer relationships, fostering loyalty and repeat business while promoting a culture of continuous improvement.
Overview
18
18
years of professional experience
Work History
Customer Service Supervisor
Nilfisk
10.2023 - 05.2025
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Coached employees through day-to-day work and complex problems.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Created, prepared, and delivered reports to various departments.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Achieved significant improvement in team performance through targeted coaching and development plans.
- Collaborated with IT department to implement new CRM system, enhancing data management and customer interaction tracking.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Coordinated with other departments to ensure seamless customer experience.
- Enhanced communication skills of team members, providing advanced training and workshops.
- Led by example, handling complex customer issues personally to ensure high standards of service.
- Fostered culture of continuous improvement, encouraging team members to suggest innovative solutions.
- Resolved escalated customer complaints, ensuring satisfaction and loyalty.
- Implemented customer feedback surveys to gather insights, leading to strategic improvements.
- Initiated mentorship program, pairing new employees with experienced mentors for accelerated learning.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Customer Service Representative
Nilfisk
11.2017 - 10.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Improved our Autonomous deployment Program
Customer Service Representative
Rockler Wordworking
02.2017 - 11.2017
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Managed the primary customer service inbox, ensuring timely and accurate responses to client inquiries, escalations, and service requests.
- Served as the primary live chat representative, providing real-time support to customers and resolving issues efficiently through online platforms.
Managing Bartender
Hilltop Bar
07.2007 - 08.2017
- Cash Handling
- Inventory inspections in regards to food and beverage
- Maintaining professional relationships with vendors
- Cultivated loyalty among repeat clients by delivering consistent, high-quality service and follow-through.
- Training new hires
- Providing exceptional customer service during busy times
- Maintaining cleanliness throughout the restaurant
Education
High School Diploma -
Buffalo Highschool
Buffalo, MN 05.2001 -
Skills
Problem-solving
Customer relations
Adaptability and flexibility
Team building and leadership
CRM Management (Salesforce)
ERP Management (SAP Superuser)
Timeline
Customer Service Supervisor
Nilfisk
10.2023 - 05.2025
Customer Service Representative
Nilfisk
11.2017 - 10.2023
Customer Service Representative
Rockler Wordworking
02.2017 - 11.2017
Managing Bartender
Hilltop Bar
07.2007 - 08.2017
High School Diploma -
Buffalo Highschool
05.2001 -