Kathleen Dougan
Acton,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the hydraulic repair industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Service Support Representative II
Altec Industries Ltd.
02.2007 - 11.2024
- Enhanced customer satisfaction by efficiently scheduling service and resolving invoicing related issues.
- Managed inbound calls, maintaining professional demeanor.
- Conducted thorough research to provide accurate information to customers.
- Exceeded performance metrics consistently by prioritizing tasks and managing time effectively.
- Investigated and resolved customer inquiries, requests and complaints quickly.
- Reviewed service jobs and prepared invoices accordingly.
- Generated rough draft service estimates for review, before sending to customer for approval.
- Prepared recall Excel based mailings monthly.
- Input and processed parts orders through vendor portal for customer approval and payment.
Volunteer
Acton Fall Fair
06.2022 - 02.2024
- Assisted with special events and programs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
- Represented organization positively and professionally while providing community with much-needed services.
Education
No Degree - Business Management
York University
Toronto, ON06.1988
Skills
- Data entry proficiency
- Escalation management
- Cross-functional coordination
- Reporting and documentation
- Preventive maintenance coordination
- Bill preparation
- Problem-solving abilities
- Multitasking
- Reliability
- Customer service excellence
- Teamwork skills
- Phone Etiquette
Languages
English
Full Professional
Interests
- Volunteering for community initiatives to give back to local communities and make a positive impact
- Music
- Volunteer Work
- Bird Watching
Timeline
Volunteer
Acton Fall Fair
06.2022 - 02.2024
Service Support Representative II
Altec Industries Ltd.
02.2007 - 11.2024
No Degree - Business Management
York University
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