Kristin Duffy
Mount Laurel,NJ
Summary
Resourceful professional known for productive, efficient task completion. Specialize in conflict resolution, customer relationship management, and operational improvement. Excel in communication, leadership, and problem-solving to enhance team performance and customer satisfaction. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
21
21
years of professional experience
Work History
Customer Service Supervisor
Diversified Foodservice Supply
08.2021 - Current
- Led team of 15 customer service agents, boosting operational efficiency through strategic oversight.
- Conducted hiring, training, and interviews to align new employees with company standards.
- Executed performance reviews to identify strengths and development areas among staff.
- Resolved escalated customer disputes swiftly, ensuring satisfaction and relationship building.
- Collaborated with upper management on departmental initiatives, driving improvements and innovation.
- Established clear expectations and guided employees toward achieving goals effectively.
- Implemented new processes to enhance service delivery and customer interaction.
- Assessed performance metrics like call response times to maintain high satisfaction rates.
Director of Customer Service & Technical Support
RPI Industries
Medford, NJ
11.2017 - 08.2021
- Provided quotes and placed orders for sales representatives and dealers on commercial refrigeration cases.
- Communicated daily with companies including JPMC, IKEA, Comcast, Lexus, OTG, and large universities.
- Reviewed floor plans and equipment drawings in PDF and CAD formats.
- Collaborated with project management, manufacturing, technical service, engineering, and purchasing departments.
- Received and responded to approximately 100 emails daily.
- Conducted employee reviews and managed hiring and training of new staff.
- Resolved customer issues and complaints efficiently.
- Tracked shipments and notified customers of any delays.
Regional Customer Service Manager
Franklin Machine Products (Diversified Foodservice)
, Ohio
12.2015 - 10.2017
- Managed customer service departments across three Ohio companies, generating over $20 million in annual revenue.
- Oversaw migration of all companies to new office buildings and implemented updated computer ordering systems.
- Trained employees on new systems and established enhanced procedures for customer service operations.
- Collaborated with IT, operations, and purchasing to ensure successful transitions during migrations.
- Instituted a work-from-home program, fostering employee flexibility and productivity.
- Conducted regular performance reviews and one-on-one meetings to promote effective communication.
- Organized team-building events, monthly sales contests, and vendor training programs to enhance team engagement.
Customer Service Supervisor
Franklin Machine Products (Diversified Foodservice)
08.2012 - 12.2015
- Supervised department of 35 customer service representatives and managed daily operations.
- Trained and mentored new hires on computer systems, products, and procedures.
- Facilitated weekly staff meetings to enhance team collaboration.
- Participated in annual customer service summits organized by corporate office.
- Resolved customer complaints to ensure satisfaction and retention.
- Coordinated scheduling and time-off requests for department personnel.
Customer Service Representative
Franklin Machine Products (Diversified Foodservice)
01.2005 - 08.2012
- Reviewed all special orders submitted to purchasing, ensuring customer service received accurate model numbers, serial numbers, and part types.
- Conducted research to identify correct parts for customer inquiries.
- Represented company at trade shows twice annually, including National Restaurant Association show in Chicago.
- Executed outbound calls to customers, aiming to boost sales performance.
- Utilized upselling techniques to enhance order values.
Education
Associate of Science - Criminal Justice
Rowan College At Burlington County
Pemberton, NJ05-2004
SHAWNEE HIGH SCHOOL -
SHAWNEE HIGH SCHOOL
Medford, NJ01.1994
Bachelor of Science - Criminal Justice
Rowan University
Glassboro, NJSome College (No Degree) - COMMUNICATIONS
SETON HALL UNIVERSITY
Skills
- Team leadership
- Cross-department collaboration
- Conflict resolution
- Escalation resolution
- Problem-solving
- Training and mentoring
- Empathy and patience
- Salesforce
- AS400
- Microsoft Office Applications
Timeline
Customer Service Supervisor
Diversified Foodservice Supply
08.2021 - Current
Director of Customer Service & Technical Support
RPI Industries
11.2017 - 08.2021
Regional Customer Service Manager
Franklin Machine Products (Diversified Foodservice)
12.2015 - 10.2017
Customer Service Supervisor
Franklin Machine Products (Diversified Foodservice)
08.2012 - 12.2015
Customer Service Representative
Franklin Machine Products (Diversified Foodservice)
01.2005 - 08.2012
Associate of Science - Criminal Justice
Rowan College At Burlington County
SHAWNEE HIGH SCHOOL -
SHAWNEE HIGH SCHOOL
Bachelor of Science - Criminal Justice
Rowan University
Some College (No Degree) - COMMUNICATIONS
SETON HALL UNIVERSITY