KIMBERLEE KARCZ RUDOLPH
North Augusta
Summary
Customer service professional with expertise in customer relations and process optimization. Committed to enhancing customer satisfaction and driving company success through effective relationship building and partnership cultivation. Demonstrated ability to deliver quality service with speed and efficiency.
Overview
9
9
years of professional experience
Work History
ICCCS/Driver Manager
Quality Carriers
Appleton
05.2024 - Current
- Coordinated daily with assigned drivers to optimize utility of hours and maximize earnings while supporting each driver's standard of living.
- Collaborated daily with maintenance facility to uphold high repair standards for all drivers and tractors, ensuring compliance with federal, state, and local regulations along with QC compliance standards.
- Maintain a driver calendar to be used but the planner of all drivers requested time off and other compliance-related time the driver is not available to work.
- Updated drivers' hours of service in TMW system and authorized necessary adjustments to maintain accurate records.
- Guided drivers on safety and compliance issues to enhance performance, including written documentation of counseling sessions.
- Ensure all monthly Infiniti training is completed and work with drivers and safety to assign other need refreshers as driver performance dictates.
- Work with the DA daily to ensure all priorities are being met.
- Work with Terminal Manager to develop needed disciplinary actions consistent with the QC Disciplinary Action SOPs and maximize the personal growth of all drivers and ICs.
- Works with an assigned group of drivers on a daily basis to ensure maximum utility of their hours and that each driver's earnings are maximized while maintaining the desired standard of living for each individual driver.
Service Advisor
Truck Country
Kaukauna
10.2023 - 05.2024
- Educated customers on regular maintenance protocols, enhancing vehicle longevity and reliability.
- Educate customers regarding regular maintenance protocols to preserve vehicle condition.
- Resolved customer issues confidently through complex problem-solving, ensuring customer satisfaction and loyalty.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to provide additional support, reinforcing relationships and confirming satisfaction with resolutions.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Educate customers regarding regular maintenance protocols to preserve vehicle condition.
- Responded proactively and positively to rapid change.
Shop Coordinator
Kurz Industrial
11.2022 - 10.2023
- Collaborated with mechanics, shop manager, winders, and machinist to deliver optimal repair services for customers.
- Prepare quotes for customers' motors while paying attention to the overall gross profit.
- Work with the mechanics, shop manager, winders and machinist to get our customers the best repair service they can receive.
- Supported the department in documenting and finalizing service jobs for billing.
- Write RMAs, Service Reports and scheduling reports.
- Handled aftersales warranty claims by gathering proper documentation and filing with correct vendors.
- Responsible for supporting department to efficiently document and finalize service jobs for billing.
- Help to create improvement opportunities, while following the policies in place.
- Handle aftersales warranty claims including gathering proper documentation and filing with correct vendors when needed.
- Managed vendor relationships to ensure timely delivery of products and negotiate favorable pricing terms.
- Coordinated daily shop operations to maintain smooth workflow and ensure timely task completion.
- Issue purchase orders.
- Help to create improvement opportunities, while following the polices in place.
- Participated in regular team meetings sharing feedback and ideas for continuous improvement of shop operations and overall performance.
- Assisted with hiring, training and mentoring new staff members.
Production Coordinator Controller/Customer Service Controller
Creative Metal Products
01.2022 - 11.2022
- Take priority, schedule, and maintain production activities to meet production objectives on time.
- Facilitated weekly meetings with customers to enhance experience and identify areas for improvement.
- Tracking parts/orders making sure that all parts and components are available to finish orders.
- Coordinated with production team to support productivity targets and deadline management.
- Prioritize, plan, schedule and manage production activities to meet manufacturing objectives in a timely and cost-effective manner.
- Generated production-related reports for manager and customers.
- Resolved production disputes and delays promptly to maintain workflow.
- Developed and maintained efficient production processes and procedures.
- Created and maintained detailed reports and schedules of all production tasks.
- Completed logs and reports detailing production data such as volume, materials used, and quality assurance results, helping management make accurate operational decisions.
- Facilitated communication between departments to enhance collaboration.
- Implemented training programs for new hires, promoting a culture of continuous learning and development.
- Weekly meetings with customers to maintain a great experience and to see how we can improve.
- Improve customer satisfaction by immediately addressing customer concerns.
- Enter purchase orders from customers while using portals to confirm orders.
- Answer queries and communications through phone or email for assigned customers.
- Streamlined processes and optimized workflows to enhance overall production efficiency.
- Coordinated communication between departments to strengthen collaboration and improve workflow.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Generate production related reports to Manager and customers when needed.
- Forecasted production schedules and adjusted plans to accommodate changes in demand.
Customer Service and Training Representative
CSI
02.2019 - 03.2020
- Serve as the subject matter expert to customers (internal and external) in all elements of the Washkey program, including a customer centric focus on the features and benefits of the program.
- Design and delivery of an impactful training program ensuring transference of knowledge to end users demonstrating the features and benefits of the program.
- Trained and troubleshot user issues to enhance overall customer experience.
- Demonstrated advanced proficiency in utilizing various technologies to enhance operational efficiency.
- Practice continuous improvement by embracing CSI's ISO 90001 CIO process.
- Identified and completed projects to enhance customer service delivery.
- Effectively manage time to ensure that customer needs are being met.
- Communicate and work with IT, AT, Engineering, Sales, Production, Shipping, and Marketing to exceed customer expectations.
- Cross trained, assisted, and substituted for the Marketing and Communications Manager.
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Defined customer needs for collaboration across all involved departments.
Customer Service Team
Paper Transport
01.2018 - 02.2019
- Escalated customers' concern and dealt with ways to achieve a better relationship.
- Scheduled logistics appointments to coordinate timely deliveries.
- Enhanced customer satisfaction by addressing and resolving inquiries efficiently and professionally.
- Handled escalated customer complaints, diffusing tension and finding mutually beneficial resolutions.
- Escalated customers concern and dealt with ways to achieve a better relationship.
- Collaborated with cross-functional teams to address recurring customer issues and implement long-term solutions.
- Reduced average call duration by utilizing active listening skills and quickly identifying critical information needed for issue resolution.
- Balanced responsibilities by answering calls, responding to emails, and managing live chats within set timeframes.
- Handled escalated customer complaints, diffusing tension and facilitating mutually beneficial resolutions.
- Contributed positively to the team's overall performance by maintaining a positive attitude even in challenging situations.
- Assisted team members with complex customer issues, fostering a collaborative work environment.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Management Operations Associate Degree -
Fox Valley Technical College
Appleton, WIBusiness Management Associate Degree -
Fox Valley Technical College
Appleton, WIMarketing Associate Degree - Digital
Northeast Wisconsin Technical College
Green Bay, WISkills
- Driver performance analysis
- Driver scheduling
- Fleet maintenance oversight
- Route management
- Performance monitoring
- Compliance management
- Inventory management
- Customer relationship management
- Customer complaints
- Complaint resolution
- Attention to Detail
- Problem solving
- Computer Skills
- TMW system updates
- Multitasking
- Time management
- Excellent Communication
- Effective communication
- Listening Skills
- Team collaboration
- Team player mentality
- Conflict resolution
- Safety monitoring
- Performance monitoring
- Safety monitoring
- Route management
Volunteer Experience
- On the Board for Parents of Education, We need you, 2018
- Manage and Teach in Early Education Area, Celebration Church, 2017
- Manage and Teach in Early Education Area, Celebration Church, 2019
- Pathways Church, 2020 - Present
- Safety Committee, Kurz, 2023 - Present
Timeline
ICCCS/Driver Manager
Quality Carriers
05.2024 - Current
Service Advisor
Truck Country
10.2023 - 05.2024
Shop Coordinator
Kurz Industrial
11.2022 - 10.2023
Production Coordinator Controller/Customer Service Controller
Creative Metal Products
01.2022 - 11.2022
Customer Service and Training Representative
CSI
02.2019 - 03.2020
Customer Service Team
Paper Transport
01.2018 - 02.2019
Management Operations Associate Degree -
Fox Valley Technical College
Business Management Associate Degree -
Fox Valley Technical College
Marketing Associate Degree - Digital
Northeast Wisconsin Technical College