KATHERINE L. KRAUSE

  13708 Green Briar Drive | Minnetonka, MN | 55305 | krausek1264@gmail.com | (612) 247-0729 (c) | (952) 933-1264 (h)

 

customer service | leadership | project management | business/staff development

 

profile

Highly motivated, meticulously organized and results-driven customer service professional with over 15 years of solid experience developing high producing teams through mentoring and coaching. Broad-based background encompasses exceptional work ethic and commitment to company objectives. Resourceful individual with the ability to build/foster key strategic alliances, comprehend complex information quickly and yield results. Effective project manager responsible for managing multiple projects simultaneously while paying strict attention to detail and exercising independent judgment. Proven track record of prioritizing tasks, leading cross-functional initiatives and exceeding expectations.

 

core competencies
 

initiative | relationship building | teamwork | strategic planning & implementation

problem resolution & decision-making | time management | team leader

change manager | supervision & training | client relations | internal & external communications

 

 

highlights of qualifications

business development

▪          Guided account management functions, including new solution delivery, customer relationship development, pricing strategies, marketing objectives, and service level attainment; resulting in new revenue growth over 150%.

▪         Rejuvenated the development/growth of receipt-audit service through new vendor selection, service management and process improvements; leading to margin improvement and a 400% increase in service adoption during initial year of management.

 

project management

▪          Consulted as a member of a cross-functional team successfully establishing new shared team services within two nonprofit organizations resulting in significant operational expense savings.

▪          Launched a new call center resulting in a national model for other partner associations to emulate across the country.

▪          Spearheaded the project team converting approximately $6 billion in annual cash flow by a single day leading to significant margin savings and an employee of the year honor.

▪         Implemented content management for customer frequently asked questions through web portal. Oracle Rightnow CRM systems.

 

 

professional experience

 

Scheduling Manager |BestMark |Minnetonka, MN

DECEMBER 2014 – Present

▪                                                                       Supervise a team of 25 employees providing work direction and training.

▪                                                                       Working with management team to implement effective work process methods providing maximum efficiency.

▪                                                                       Project management securing and implementing third party marketing communication and work process systems

customer service supervisor | ymca of the greater twin cities | minneapolis, mn

april 2006 - august 2014

▪          Supervised a team of 16 employees and inspected work to guarantee specifications were met and standards were established.

▪          Developed and implemented an effective organizational structure, programs, policies, methods, and procedures to optimize effectiveness throughout the department.

▪          Provided appropriate direction and guidance to employees by scheduling work shifts and assigning job duties. Monitored employee progress to ensure employees met customer expectations, company policies, organization performance goals, and regulatory standards.

▪          Guaranteed performance expectations were clearly communicated to all department employees and made certain all employees received regular and meaningful training and performance reviews.

▪          Conducted training for new employees on department operations, procedures and policies.

▪          Defined strategy and  business plan for achieving a higher standard of quality service through training, team development, coaching, and accountability.

▪                                                                       Directed quality assurance testing for online registration system aligning with organizational strategic initiatives.

 

 

national account executive | teleplan wireless, inc. | chanhassen, mn

SEPTEMBER 2004 – february 2006

▪                                                           Surpassed revenue goals in four consecutive quarters.

▪                                                           Successfully negotiated and executed plan to obtain $1M in lost, back revenue from national wireless customer.

▪          Developed and maintained national and major accounts. Increased business among existing clients by 20%; promoted the company to clients to meet strategic business objectives.

▪         Established and nurtured strong customer contacts and positive, proactive relationships with managers and representatives ensuring open streams of communication.

 

 

director, account management and inside sales | geLco information network | eden prairie, mn

SEPTEMBER 1999 – august 2004

 

▪          Managed up to 20 employees by ensuring the department complied with company policies and procedures.

▪                                                           Steered retention and growth of $32 M in annual client revenue for over 1,200 customers.

▪                                                           Clearly defined strategy and business plan for account management and sales teams.

▪                                                          Reengineered implementation and account support. Team interaction with sales channel reduced implementation time frame to less than 30 days.

 

 

education/technical skills

General / Business Courses, Indiana University of Pennsylvania, Indiana, PA

Business Courses, Cardinal Stritch University, Minnetonka, MN

Proficient in Microsoft Office

CPPM Certification