Kate Relf
Peoria
Summary
Goal-oriented manager with extensive experience in the logistics industry and a proven track record of successful leadership. Skilled at driving productivity and ensuring customer satisfaction, leading to increased revenue and sales. Committed to streamlining procedures and maximizing employee talents to achieve optimal efficiency.
Overview
14
14
years of professional experience
Work History
Sales Training Manager
WWEX Group
05.2023 - Current
- Created opportunities for mentorship between experienced sales professionals and newer hires, promoting knowledge sharing within the team.
- Provided one-on-one coaching sessions tailored towards addressing specific areas needing development in individual employees.
- Facilitated sales workshops and seminars, fostering a culture of continuous learning and improvement within the organization.
- Enhanced employee retention through the creation of a supportive and engaging training environment.
- Collaborated with senior management to identify skill gaps and develop targeted training initiatives.
- Developed customized training materials tailored to diverse learning styles and needs.
- Improved overall sales results by providing ongoing coaching and feedback to individual team members.
- Stayed current on industry trends and best practices to continually enhance the quality of sales training offerings.
- Evaluated trainee performance to provide individual coaching, tools and constructive feedback.
- Increased sales team performance by developing and implementing comprehensive training programs.
- Introduced role-play exercises simulating real-world customer interactions during trainings; improving practical application abilities among participants.
Agent Development Specialist
WWEX Group
03.2020 - 05.2023
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Manager of Agent Support
Globaltranz Enterprises, Inc.
10.2018 - 03.2020
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
Agent Support Lead
GlobalTranz Enterprises
05.2018 - 10.2018
- Main contact for all agents and internal branch employees regarding account availability, transfers, conflicts
- Assists with all conflict escalation from Agent Support
- Top 50 agency’s main contact for any and all account or system conflicts
- Responsible for processing of all agency terminations (system access, account reassignments, etc.)
- Assists in the transition and completion of all new acquisition customer lists and new employee setups
- Handles misc
- Projects requested by upper management (customer lists, mass transfers, Top 50 lists, conflict resolution)
- Completes all mass transfer lists from internal branches or outside agencies
- Administers all DAT and ITS (Truckstop) setups, account changes and inquiries
- Systems used: Pipeline Deals, HelpDesk, ClassIT, CommandCenter, Shipper Center, CarrierRate, DAT, ITS, MAS
Agent Support Specialist
GlobalTranz Enterprises
03.2017 - 05.2018
- Main contact for any and all outside agents or internal employees questions or concerns regarding system issues, load building, access issues, etc
- Main support line for all carriers and customers regarding any conflicts
- Responsible for setting up all new agencies or corporate employees once hired
- In charge of the termination process of all corporate employees as well as outside agencies
- In charge of scrubbing customer lists for transfers
- Systems used: Pipeline Deals, HelpDesk, ClassIT, CommandCenter, Shipper Center, CarrierRate
Credit Analyst
GlobalTranz Enterprises
02.2016 - 03.2017
- Responsible for receiving and reviewing credit applications
- Assist with setting up new accounts on net-terms
- Monitor credit risks
- Review customer accounts annually to ensure LOCs granted are appropriate
- Responsible for creating and updating all National/Subsidiary accounts
- In charge of validating and updating current client billing information
Cash Analyst
GlobalTranz Enterprises
02.2015 - 02.2016
- In charge of obtaining and receipting in all cash within 24 hours of receiving
- In charge of reviewing, depositing and recording all checks sent to Corporate Office
- Assisted program reps in coming up with a system that created more efficient and accurate payment application
- Assisted customers, agent and account analysts with any questions they had regarding account or payment statuses and applications
- Reconciled accounts that were out of balance
- Extensive use with Excel and Adobe uploading and converting statements and payment remittances
Accounts Receivable Analyst
GlobalTranz Enterprises
06.2014 - 02.2015
- In charge of obtaining and receipting in all cash within 24 hours of receiving
- Assisted customers and agents with any questions they had regarding account or invoice statuses
- Reconciled accounts that were out of balance
- In charge of allocating outstanding balances on accounts within 7 days of receiving
Event Planning Intern
Arizona Chamber of Commerce & Industry
05.2011 - 09.2011
- Responsible for creating advertisements and brochures for upcoming events
- E-mailing businesses and extending invitations to upcoming events
- Creating RVSP and budget spreadsheets for events
- Maintaining database information
Education
Bachelor of Science - Business Marketing
Arizona State University
Tempe, AZ05-2014
Skills
- Sales process optimization
- Management support
- New hire onboarding
- Sales coaching
- Training program design
- Sales pipeline management
- Sales coaching techniques
- Prospecting techniques
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Organizational skills
- Team collaboration
- Team leadership
- Adaptability and flexibility
Timeline
Sales Training Manager
WWEX Group
05.2023 - Current
Agent Development Specialist
WWEX Group
03.2020 - 05.2023
Manager of Agent Support
Globaltranz Enterprises, Inc.
10.2018 - 03.2020
Agent Support Lead
GlobalTranz Enterprises
05.2018 - 10.2018
Agent Support Specialist
GlobalTranz Enterprises
03.2017 - 05.2018
Credit Analyst
GlobalTranz Enterprises
02.2016 - 03.2017
Cash Analyst
GlobalTranz Enterprises
02.2015 - 02.2016
Accounts Receivable Analyst
GlobalTranz Enterprises
06.2014 - 02.2015
Event Planning Intern
Arizona Chamber of Commerce & Industry
05.2011 - 09.2011
Bachelor of Science - Business Marketing
Arizona State University
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