Employee Profile: Katie Truhlsen
How our Client Services Manager has been helping customers grow for 10 years.
Katie Truhlsen joined a TEAM family of approximately 50 employees in January 2011 as a Client Services Representative with the primary responsibilities of answering client phone calls and emails.
Today, she leads a 13-person Client Services department as they assist TEAM’s entire North American customer base. Even though her title and job duties have evolved — as has TEAM into a global enterprise — she still thrives on creating lasting relationships with clients and ensuring we’re providing the best possible service.
“I have a lot of different things I’m responsible for now, but I still get involved to help answer customer questions as needed,” said Katie. “Whether it’s helping navigate something during implementation or working with new features as they’re released, we’re here for our clients every step of the way to help them be successful and grow their businesses.”
That includes the department taking an average of 2,125 calls each month. And even though 2020 marked the first time the entire team was working remotely, the team exceeded all its monthly Key Performance Indicators (KPIs) including shorter hold times.
“For us, nothing really changed,” explained Katie. “We packed up all of our equipment, and now we’re doing the same things we’ve always done, we’re just doing it in our sweatpants. The only real difference is we’re helping our clients navigate new questions, legislation, and programs as they arise, but we’re still committed to providing the same high level of customer service we always have.”
While a lot of companies claim to have superior customer service, for Katie, the proof is in the relationships we develop with our TEAM customers as they grow with us over the years. It’s one of the many reasons she loves our annual TEAM Client Conference and is looking forward to its return to an in-person event in 2021.
“We talk to our customers all the time but getting the opportunity to put a face to a name really deepens the relationship,” said Katie. “It helps us connect both personally and professionally, whether it’s during the day at our Client Services table in the Collaboratory or in a more relaxed setting at the evening events.”
But it’s not just a one-off thing that happens at TEAM Client Conference, either. We’re committed to keeping our customers first every day — after all it’s our first core value for a reason.
“Our ability to be human with our clients and not have to read off a script is one of the things I love most about working at TEAM,” said Katie. “Even if we don’t have the answer immediately, we’ve trained our team to really listen for the root cause of the issue, be comfortable saying “I don’t know” if they can’t answer the question, and then provide quick and informative solutions.”
Katie holds her team to a high standard, but she makes sure to lay the groundwork leading by example. She commits to practicing our core values — keep customers first, be accountable and do more — every day and to always be willing to do whatever it takes to get the job done and deliver results and answers to our customers.
When she’s not busy at work, Katie spends her free time playing with her dog, working out, or paddleboarding, her newest hobby she picked up earlier this year. It’s a peaceful way for her to reset and recharge so that she’s ready to keep providing the level of service our customers have come to expect from TEAM.