Summary
Overview
Work History
Education
Skills
References
Affiliations
Languages
Accomplishments
References
Timeline
Generic

LESLEY KETCHIE

Statesville,NC

Summary

Talented Customer Support Manager with expertise in resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes, and managing support teams that span multiple locations.

Overview

19
19
years of professional experience

Work History

Client Success Manager

Haversack Logistics
Huntersville, NC
10.2019 - 06.2024
  • Liaised with clients, carriers, brokers through various communication channels to deliver product support and information.
  • Engaged with clients, carriers, and brokers through various communication channels to deliver support effectively.
  • Book and track shipments, manage documentation, and handle any unforeseen challenges that may arise during shipping, such as delays, rerouting, or lost cargo.
  • Manage client, carrier, and broker questions and complaints; provide proper direction for challenges exceeding representatives' expertise.
  • Address customer issues with appropriate, proactive measures.
  • Maintain detailed records of every client interaction efficiently.
  • Enhanced designs, product implementations and service transformations by conveying feedback from customers and personal experience.
  • Trained customers on product features and best practices, enhancing their overall experience.
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
  • Collaborated with product development teams to incorporate customer feedback into new releases.
  • Advised management on changes needed in order to improve overall client satisfaction levels.
  • Monitored key performance indicators (KPIs) for customer success.
  • Coordinated with technical support teams to resolve customer issues in a timely manner.
  • Analyzed customer data to identify trends and inform business decisions.

Data Entry Clerk for Wells Fargo - Temporary Assignment

Robert Half
Charlotte, NC
06.2019 - 09.2019
  • Mitigate risk exposure, protect client confidentiality while meeting compliance with all bank policies and standards
  • Process client deposits in an accurate and timely manner, ensuring all expectations and deadlines are met under production supervisor direction

Caregiver

Private Caregiver
Statesville, NC
09.2015 - 01.2019
  • Assisted with essential daily needs such as bathing, brushing teeth and getting dressed
  • Prepared all meals, housekeeping, provided transportation
  • Monitored medication & performance for medical needs

Customer Account Rep

Draka Elevator / Prysmian Group
Rocky Mount, NC
03.2013 - 07.2015
  • Receives processes and verifies the accuracy of orders from customers utilizing the organization's internal SAP systems and customer purchase orders
  • Initiates required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel departments
  • Accesses the company's internal systems to obtain and extract order and provide customer service management with the data for inclusion in various scheduled and special reports
  • Participates and provides expertise as a member of the customer service department team

American Standard
Nashville, TN
02.2005 - 10.2009
  • Provide clerical support to claims adjusters and claim team lead regarding processing customer deductions and chargebacks based on company policies and procedures
  • Researched and resolved deductions and penalties made by our customers
  • Enter and verify transactions through and account receivable system
  • Interface with A/R, Credit and Collections, Manufacturing locations, Distributions Centers, Sales, Customer Service and our customers
  • Back-up for claims Adjusters as needed

Education

Diploma -

North Iredell High School
Olin, NC
08.1994

Skills

  • Client education
  • Client relationship management
  • Data analytics
  • CRM software
  • Customer service and support
  • Schedule servicing
  • Training oversight
  • Troubleshooting
  • Report generation
  • Business operations
  • Status updates
  • Account oversight
  • Client engagement
  • Materials and documentation
  • Best practices
  • Key performance indicators
  • Customer satisfaction
  • Deadline oriented
  • Proficient in Microsoft Office
  • Client liaison and advocacy
  • Skilled in SAP
  • ROI

References

Excellent References Upon Request

Affiliations

  • Gardening.
  • Concerts.
  • Travel.
  • Family time.

Languages

English
Full Professional

Accomplishments

  • Developed a training guide on how to properly audit invoices at Haversack.

References

References available upon request.

Timeline

Client Success Manager

Haversack Logistics
10.2019 - 06.2024

Data Entry Clerk for Wells Fargo - Temporary Assignment

Robert Half
06.2019 - 09.2019

Caregiver

Private Caregiver
09.2015 - 01.2019

Customer Account Rep

Draka Elevator / Prysmian Group
03.2013 - 07.2015

American Standard
02.2005 - 10.2009

Diploma -

North Iredell High School

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LESLEY KETCHIE