Catherine Albert

At Transcom supporting DHL’s international process, I manage tier-2 shipping and logistics escalations while maintaining a 96% customer satisfaction score.

I was promoted to Subject Matter Expert within five months, where I co-facilitate onboarding and floor training for customer support associates. My training work reduced baseline nesting errors by 15%.

I monitor performance metrics, provide targeted coaching and behavioral feedback, and helped improve team resolution rates by 20%. I also partner with Quality Assurance on process audits, root-cause analysis, compliance briefings, and operational knowledge resources.

I’m pursuing a Bachelor of Arts in Education and want to combine corporate leadership experience with adult learning systems. My goal is to grow into Corporate Training and Learning & Development roles.