Lynn Kato
Bay City,MI
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
XPO
Saginaw, MI
05.2024 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction levels.
- Collaborated with team members to streamline communication processes and improve response times.
- Assisted in training new staff on best practices for customer interaction and service delivery.
- Implemented feedback mechanisms to identify areas for service improvement and elevate quality standards.
- Managed escalated issues, ensuring timely resolutions and maintaining positive customer relationships.
- Analyzed customer feedback trends to inform operational adjustments and enhance service effectiveness.
Rail Specialist
Corteva Agriscience (formerly Dow Agrosciences)
04.2018 - 10.2022
- Data integrity across multiple systems
- EDI billing via multiple platforms
- Resolve EDI issues
- GVP Administrator
- Customer report and template creation in GVP
- Problem resolution for both internal and external parties
- Customer service to both internal and external parties
- PO creation across multiple systems
- Invoice verification/resolution and posting to PO platforms
Senior Logistics Specialist – Rail (NARTS)
Dow Chemical
07.2010 - 04.2018
- Problem resolution for both internal and external parties
- Customer service to both internal and external parties
- EDI issue resolution
- Escalation focal for all rail exception issues
North American Rail Transportation Services (NARTS)
Kelly Services at Dow Chemical
02.2006 - 07.2010
- Rail shipment exception monitoring and resolution (2006-2010)
- Shipxpress Implementation Team (2006-2008)
- Shipxpress Lead Trainer (2008 to 2014)
- Lead trainer for NARTS members (2008-2013)
- Focal contact – purpose of and services offered by NARTS including use of critical shipment tracking software (2008-2018)
- Assumed back up role for Senior Logistics Specialist (2009-2010)
Education
BA - Business Administration
Northwood University
Midland, MISkills
- SAP
- S/4 Hana
- Microsoft Office Suite
- Ariba
- EDI
- Customer service
- Problem resolution
- PO creation
- Invoice Resolution
- Data Integrity
- Training
- Critical thinking
- Data entry
- Relationship building
- Customer relations
- Active listening
- Computer proficiency
- Conflict resolution
- Complaint handling
- Client relations
- Professional telephone demeanor
- Follow-up skills
- Appointment scheduling
- Documentation
- Administrative support
- Customer relationship management (CRM)
- Prioritization
- De-escalation techniques
- Dispute resolution
- Customer education
- Research
- Escalation management
- Delivery scheduling
Timeline
Customer Service Representative
XPO
05.2024 - Current
Rail Specialist
Corteva Agriscience (formerly Dow Agrosciences)
04.2018 - 10.2022
Senior Logistics Specialist – Rail (NARTS)
Dow Chemical
07.2010 - 04.2018
North American Rail Transportation Services (NARTS)
Kelly Services at Dow Chemical
02.2006 - 07.2010
BA - Business Administration
Northwood University