Kristina Powell
Hoover,AL
Summary
Dynamic leader with a proven track record at ITW Hobart Sales and Service, enhancing team performance and customer satisfaction through effective coaching and conflict resolution. Skilled in workflow optimization and cross-functional team leadership, consistently exceeding service standards by fostering employee engagement and leveraging multitasking abilities.
Overview
14
14
years of professional experience
Work History
Team Lead
ITW Hobart Sales and Service
01.2023 - Current
- Trained new team members by relaying information on company procedures and requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Developed effective improvement plans in alignment with goals and specifications.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
National Accounts Customer Care Representative
ITW Hobart Sales and Service
06.2021 - 01.2023
- Helped national account customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Reduced process inconsistencies and effectively trained field team members on best practices and protocols.
Dispatcher II
ITW Hobart Sales and Service
06.2016 - 06.2021
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely service and installations.
- Directed dispatching, routing, and tracking of 18 fleet vehicles spanning Birmingham, Montgomery, Dothan AL and Columbus GA.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Assist DM with contract sales, field metrics to include CFM, Margins, Profitability and Forecasting.
- Assist with Parts to include ordering, receiving, sourcing and inventory appropriately and timely.
- Assist with Service Manager training for CRM, Azuga (Fleet management) and drive safety measures for ACE participation and OSHA compliance.
Office Manager
Kennedy Equipment Dba Hobart Sales and Service
07.2010 - 06.2016
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Built professional relationships with local vendors and dealers for business growth.
- Maintained accurate financial records by reconciling accounts receivable transactions regularly to ensure cash flow.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Established team priorities, maintained schedules and monitored performance.
- Work closely with owner for Contract Sales, Parts Inventory updates as well as Installation projections and margins.
Education
Associate of Science - Accounting
Colorado Tech University
06-2018
Skills
- Performance monitoring
- Complaint resolution
- Trend tracking
- Influencing skills
- Employee engagement
- Daily workflow improvement
- Coaching
- Multitasking
- Conflict Resolution
- Audit reporting
Timeline
Team Lead
ITW Hobart Sales and Service
01.2023 - Current
National Accounts Customer Care Representative
ITW Hobart Sales and Service
06.2021 - 01.2023
Dispatcher II
ITW Hobart Sales and Service
06.2016 - 06.2021
Office Manager
Kennedy Equipment Dba Hobart Sales and Service
07.2010 - 06.2016
Associate of Science - Accounting
Colorado Tech University
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