Megan Katcher
Aliquippa,PA
Summary
Personable Customer Relations leader driven to exceed customer expectations while promoting adherence to company standards and guidelines. Proven history of fostering quick and successful problem resolution, improving customer satisfaction ratings. Demonstrated success in utilizing current technologies to broaden access between customer and organization and improve response time.
Overview
21
21
years of professional experience
Work History
Customer Relationship Manager
Industrial Scientific
Pittsburgh, PA
01.2023 - Current
- Successfully onboard new customers and ensure entire onboarding process is complete
- Identifying and enabling commercial cross-sell/up-sell opportunities by providing advice and guidance to ensure successful ongoing usage and adoption of products
- Scheduling and conducting business reviews and health checks
- Partnering with outside Sales team; understanding and continuously learning about customer's objectives
- Monitoring Customer account health and KPIs, proactively finding opportunities for improvement for both customers and ISC and delivering suggestions and path forward
- Exercising extensive judgment in troubleshooting and developing solutions to a variety of complex problems
- Travel to customer's sites based on customer and business needs.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Delivered exceptional after-sales support by maintaining regular contact with clients, ensuring their continued satisfaction with purchased products or services.
- Collaborated with marketing teams to create targeted campaigns aimed at increasing brand awareness among existing customers.
Account Manager
Amrock
Remote
07.2016 - 09.2022
- Onboard clients that range in revenue size and order count
- Contract negotiations
- Building and maintaining client relationships on all levels of the organization
- Responsible for managing evolving pipeline of orders and transactions on a daily, weekly and monthly basis
- Work internally with teams for process improvement
- Conduct presentations to report auditing of multimillion dollar pipelines
- Create and implement training material for both internal teams and clients
- Discuss current product offering, and discuss if new products would be beneficial to the client
- Engage with technology teams to develop new product offerings to clients
- Host weekly, monthly, quarterly calls with clients discussing current needs and anticipating future needs
- Travel to client's offices nationally as needed to host in person training, brainstorming, process improvement sessions.
- Increased market penetration by growing brand awareness.
National Sales Assistant Manager
Versitech, Inc
Monaca, PA
04.2014 - 07.2016
- Maintain relationships with national energy and industrial clients via phone, email and with face-to-face visits
- Conducted both cold and warm calls to new potential clients in the oil and gas, energy, and industrial
- Review project documents for errors prior to delivering project pricing
- Responsible for auditing and coaching team members' phone and email etiquette
- Visiting client's office or project site to present marketing material and discuss ongoing partnership health.
Valuations Client Service Manager
ServiceLink
Coraopolis, PA
11.2002 - 06.2013
- Build and maintain relationships with large banks and lending institutions on all executive levels
- Engage with technology teams to develop products based on client needs
- Travel to client's offices nationally as needed to host in person training, brainstorming, process improvement sessions
- Performed public records searches and property verifications to reduce turn times transactional
- Trained employees on customer requirements, as well as state rules and regulations
- Trained and proficient in reviewing real estate appraisal and title reports for accuracy and compliance
- Successfully managed to deal with understaffing, employee counseling, following company disciplinary procedures and uplifting employees who striving to improve.
- Reduced turnaround times on client requests by streamlining work processes.
- Drove revenue growth by identifying upsell opportunities within existing accounts.
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
Education
Airline Travel and Tourism -
Parkway West A.V.T.S.
North Fayette, PA01.2000
Graduate -
Moon Area High School
Moon Twp., PA01.2000
Skills
- Relationship Building
- Self-Motivation
- Microsoft Office proficiency
- Process Improvement
- Meticulous Time Management
- Excellent Verbal and Written Communication
- Exceptional Client Service Success
- Business Planning
- Performance reviewing
- Managing Operations and Efficiency
- Customer Relationship Management
Timeline
Customer Relationship Manager
Industrial Scientific
01.2023 - Current
Account Manager
Amrock
07.2016 - 09.2022
National Sales Assistant Manager
Versitech, Inc
04.2014 - 07.2016
Valuations Client Service Manager
ServiceLink
11.2002 - 06.2013
Airline Travel and Tourism -
Parkway West A.V.T.S.
Graduate -
Moon Area High School