KATHLEEN PIZZA-ETTL
Bellingham
Summary
Business professional with extensive experience in leading engaged teams within fast-paced, service-oriented environments. Proven track record in delivering insights, managing analytical projects, and implementing process improvements. Skilled in defining key performance metrics and producing detailed reports that support data-driven decision-making. Strong communicator with a focus on team collaboration and customer service excellence, dedicated to achieving optimal business results.
Overview
11
11
years of professional experience
Work History
Registration/Scheduler
Franklin-Wrentham Family Medicine
Franklin
01.2024 - Current
- Welcome patients at family practice with 6 providers, manage multi-line phone system, handle appointment registration, schedule appointments, process copayments and collections, and facilitate patient referrals through robust EMR system.
Customer Care Manager/Sales and Marketing Liaison
Lenze America
Uxbridge
01.2023 - 05.2024
- Led a team of 10 customer care account specialists to streamline operational procedures for business-to-business interactions.
- Facilitated proactive communication between customers, sales teams, logistics, and management.
- Trained and mentored team members to enhance efficiency in processing quotes and purchase orders.
- Developed and implemented standard operating procedures to establish relevant KPIs and employee metrics.
- Presented developmental projects to Global Sales and Distribution stakeholders during conferences.
- Conducted onboarding interviews to recruit qualified personnel and elevate customer care standards.
Customer Care Supervisor/Organizational Training
Boston Scientific
Quincy
01.2020 - 01.2023
- Directed team of 25 customer service representatives in operational procedures for business-to-business and healthcare clients.
- Led process improvements among 25 customer care representatives to enhance customer relationship quality.
- Coordinated sponsorship with Be Mass Initiative/Year Up program to mentor candidates for permanent positions.
- Managed outbound call initiative, generating $165K in profit revenue for Boston Scientific.
- Utilized technological tools to coach team and promote collaboration during pandemic.
Customer Service Supervisor
CHARLOTTE'S WEB (formerly ABACUS HEALTH PRODUCTS INC.)
Woonsocket
01.2019 - 09.2020
- Directed customer service representatives in executing operational procedures for business-to-business, retail, and healthcare clients.
- Compiled and analyzed customer service metrics to provide performance feedback and mentoring.
- Fostered a collaborative team environment while overseeing recruiting, hiring, training, and performance management.
- Forecasted workloads and analyzed budgets to prepare schedules and determine staffing needs.
- Handled complex client concerns as escalation point and coached staff on effective resolutions.
- Led cross-functional sales meetings to enhance operations and drive revenue growth.
- Managed project for software launch with department leaders, resulting in streamlined operations and order entry.
Special Account Manager
LATROBE STEEL
Marlborough
01.2018 - 01.2019
- Oversaw account and client relationship management for steel distributor, driving growth through exceptional service.
- Boosted sales by converting account quotes into profitable transactions.
- Utilized analytical skills to calculate precise measurements for specific steel designs.
- Cultivated strong client relationships, implementing innovative solutions to enhance customer satisfaction and retention.
Senior Customer Service Representative
MICROCHEM CORP.
Westborough
01.2015 - 07.2018
- Cultivated superior client relations by processing orders and addressing inquiries regarding purchases and shipping.
- Resolved client concerns and communicated product price and policy changes for chemical materials manufacturer.
- Orchestrated documentation of product and service information to enable informed responses to customer inquiries.
- Championed cross-functional meetings with sales and R&D teams to explore new sales opportunities.
- Reduced loss of key accounts by researching issues and implementing effective resolutions.
- Conducted training sessions on customer interaction scripts, conflict resolution, and data entry for new employees.
- Maintained accurate customer account data for process optimization and reporting integrity.
Education
Bachelor of Science - Biology
ROGER WILLIAMS UNIVERSITY
Bristol, RISkills
- Team leadership and project management
- Continuous improvement strategies
- Customer service excellence
- Conflict resolution techniques
- Sales management and performance oversight
- Active listening skills
- International sales expertise
- Standard operating procedures development
- Budgeting and forecasting analysis
- Data entry accuracy
- Training and development programs
- Data analysis and reporting
- Business acumen insights
- Operations management proficiency
- Client relations management
- Microsoft Office Suite proficiency
- Salesforce utilization
- SAP knowledge
Core Profiencies
- Team Leadership
- Project Management
- Continuous Improvement
- Customer Service
- Conflict Resolution
- Sales Management
- Performance Management
- Active Listening
- International Sales
- Standard Operating Procedures
- Budgeting & Forecasting
- Data Entry
- Training & Development
- Data Analysis & Reporting
- Business Acumen
- Operations Management
- Client Relations
Affiliations
- Hiking
- Reading
- International Travel
Timeline
Registration/Scheduler
Franklin-Wrentham Family Medicine
01.2024 - Current
Customer Care Manager/Sales and Marketing Liaison
Lenze America
01.2023 - 05.2024
Customer Care Supervisor/Organizational Training
Boston Scientific
01.2020 - 01.2023
Customer Service Supervisor
CHARLOTTE'S WEB (formerly ABACUS HEALTH PRODUCTS INC.)
01.2019 - 09.2020
Special Account Manager
LATROBE STEEL
01.2018 - 01.2019
Senior Customer Service Representative
MICROCHEM CORP.
01.2015 - 07.2018
Bachelor of Science - Biology
ROGER WILLIAMS UNIVERSITY