1. Catherine M. Dages
14621 Elmcroft Ave. Norwalk, CA 90650 (562)537-6993 CathyDages@gmail.com 1
OBJECTIVE
I am looking for a challenging opportunity to leverage my skills and experience to contribute to the
growth and profitability of a growing and vibrant company.
EXPERIENCE
KARL STORZ ENDOSCOPY El Segundo, CA
February 2002 – Present
Supervisor, Training and Quality Design and Operations Reporting
December 2012—present
• Supervise Senior Contact Center Quality Analyst- Documentation
• Monitor and rate calls for Customer Support Representatives
• Responsible for monthly department reports, updating monthly, revising and creating new
reports as required.
• Customer Support Administrator for VoC Programs; Verint QM software; create and
maintain forms and agent profiles, and interface with InMoment
• Ad Hoc Reporting for department, and Executive Management
• Create and update department forms
• Responsible for updates to Customer Support Supervisor Solutions Manual
• Responsible for Operations Training for Supervisors.
• Create courses for Customer Support workshops.
• Create documentation for new processes; written policy and Brainshark training
• Create and administer surveys using Verint VoC Software; administer VoC surveys with
InMoment
• Project lead for 2015 J.D. Power Certification
• Project Management: iQuery, Business Project Lead for NASM Reporting; Internal Customer
Support Projects; ISO Certification (2017)
• Project team member for global projects: Customer Portal, NASM, SuccessFactors
• ISO 13485 Internal Auditor Training
• Perform basic customer service representative duties as needed
Supervisor, Customer Support Operations
February 2005—December 2012
• Supervise 8-11 Customer Support team members with varying responsibilities.
• Monitor and rate calls for Customer Support Representatives; as many as 80 calls per
month.
• Monitor daily agent performance.
• Coaching and counseling including written documentation of performance improvement
communications.
• Annual performance appraisals
• Create, compile data, and publish Daily Performance Dashboard for Customer Support
Agents
• Responsible for monthly department reports, updating monthly, revising and creating new
reports as required.
• Ad Hoc Reporting for department, and Executive Management
• Prepare and update annual Goalsetting documents (performance evaluations).
• Responsible for updates to Customer Support Supervisor Solutions Manual
• Responsible to create and update department forms.
• Created Supervisor Training Program and documentation.
• Responsible for Operations Training for Supervisors.
• Create courses for Customer Support workshops.
• Perform basic customer service representative duties outlined below as needed
Document Control Administrator/Trainer/Quality Analyst
January 2004—January 2005
• Perform customer service representative duties outlined below as needed

2. Catherine M. Dages
14621 Elmcroft Ave. Norwalk, CA 90650 (562)537-6993 CathyDages@gmail.com 2
• Responsible for Policy and Procedure documentation for Customer Service Department.
• Rolled out revamped Customer Service Solutions Manual.
• Created documentation for new policies and procedures, updated policy changes,
scheduled and conducted training on new procedures and changes.
• Created forms for department use
• Performed order quality audits monthly.
• Created and edited The Bridge, the monthly customer service update to the sales force and
Corporate Office employees.
• Co-led training of six-week classes of Customer Service Representatives.
• Participated in training development program working with other departments to develop
SAP training materials.
• Worked with sister companies to train personnel and create training documentation.
Customer Service Representative/Senior Customer Service Representative
February 2002—January 2004
• Answered customer calls, average 50-60 per day; order entry and problem resolution
• Exceeded standards for call volume, call quality and order quality.
• Supported Sales Personnel in the field with order entry, customer correspondence, and
reports.
• Created forms for department use in Word and Excel that could be completed online and
printed or e-mailed for authorization. This resulted in savings in both time and printing
costs.
• Participated in creating training materials for Customer Service training program; created
exercises and benchmark assessments.
• Participated in the creation and institution of order quality audits and created logs for
recording and reporting findings.
• Participated in Continuous Improvement Committee events in Home Office, and offsite.
• Received the Customer Support Department “Spotlight Award” presented to the team
member whose contributions have impacted the department and the company that
quarter.
ANZDL Santa Ana, CA
April 2000-January 2002
Customer Service Representative
• Answered calls in a busy call center; taking bookings for containerized freight and
answering import queries regarding arrivals, customs, etc.
• Coordinated shipments for consolidators.
• Created training materials and conducted training.
• Designated Web Support point person in customer service.
• Performed basic logistics and equipment control duties
• Nominated for ANZDL’s “Above and Beyond” award.
Roush Performance Cerritos, CA
April 1999—April 2000
Sales Coordinator
• Provided administrative support for 5 outside salesmen and their several hundred dealers.
• Created and used sales tracking spreadsheets and customer order forms on Excel.
• Wrote marketing mailings, memos and letters, both inter-company and to customers.
• Wrote a weekly race report for distribution to more than 1200 Ford dealers nationwide.
Harlen Metal Products Compton, CA
November 1996 – April 1999
Customer Service Representative
• Responsible for Customer Service, order entry, filing, data entry and inventory
management, billing and accounts receivable using Basic Four Manufacturing software.
• Administered Worker’s Compensation claims.

3. Catherine M. Dages
14621 Elmcroft Ave. Norwalk, CA 90650 (562)537-6993 CathyDages@gmail.com 3
Waldenbooks/Brentano’s Lakewood and Costa Mesa
June 1987—November 1996
Store Manager
• Customer service, both in store and over the phone including complaint resolution.
• Interviewing, hiring, supervising, training and coaching as many as 25 booksellers
including: written performance evaluations and disciplinary actions, scheduling to
maximize coverage using allotted monthly hours, plan and lead store meetings.
• Store Inventory Maintenance: Receiving, merchandising, stocking shelves, ordering and
maintaining stock levels, supervise and conduct yearly inventories and quarterly stock
counts.
• Plan and coordinate book signings and events.
• Achieved sales goals 8 of 9 years.
• Achieved expense goals every year.
SKILLS
• Type 70 wpm.
• Expert in commonly used MS Office products; proficient in any MS Office program
• Proficient in SAP (Customer service applications)
• Proficient in SAP Workforce Performance Builder and Brainshark.
• Verint (Vovici) Survey Application; building and maintaining surveys.
• Create and administer surveys in Survey Monkey
• Verint Quality Solutions
• Avaya CMS
• Some experience with SAP Webi Reporting
• Basic web skills and previous experience with Basic 4 manufacturing software and other
proprietary business software.
EDUCATION
Continuing Education: MS Office Advanced Formatting, Long Beach City College
California State University Long Beach 1982-1984
Goldenwest College, Huntington Beach, CA 1979-1982
ADDITIONAL TRAINING
• Covey 7 Habits of Highly Effective People
• Annual Sexual Harrassment, Workplace Violence, and Bloodborne Pathogens training
• Creative Training and Presentation Techniques, one-day seminar (Bob Pike Group)
• Performance Coaching and Mentoring, one-day seminar (Right Business Consultants)
• “Building Better Business Relationships” (AMA)
• 6-day Project Management Workshop
• Completed LaMarsh Global Managed Change Certification
• 3-day ISO 9001 Internal Auditor Training