Katie Silva
Aurora
Summary
Results-driven Customer Care Expert with 14 years in international relocation. Maintained data integrity and revenue retention while managing high-volume caseloads of 2,000 client files annually. Oversaw all relocation stages and fostered strong relationships with clients, relocation professionals, and partner vendors.
Overview
14
14
years of professional experience
Work History
Lead, Transportation Services
Graebel Companies
Denver
04.2019 - 03.2026
- Household goods division project management with up to 2,000 client case files per year.
- International expertise in Visa approval management, 1399 forms and customs relocation requirements.
- File management for high visibility relocations and executives.
- Managed escalations among customers, colleagues, and vendors, prioritizing customer satisfaction.
- Facilitated department transition to new roles and SOP post-restructuring, ensuring smooth adaptation for colleagues.
- Served as subject matter expert and guided adherence to company and client policies and SOPs.
- Ran weekly data integrity reports that directly impacted revenue for month end close.
- Errors and omissions at zero which consistently lead to maximum revenue retention on relocation files.
- Communications liaison between our relocation partners at Graebel and our partner carrier vendors.
Supervisor, Customer Care
Graebel Companies
Denver
09.2015 - 04.2019
- Led a team of six relocation counselors and administrative associates.
- Oversaw a caseload of 400 files annually, providing dedicated support to C-Suite executives and onsite management during relocation.
- Served as primary contact for team during escalations and complex situations.
- Generated weekly reports to ensure data integrity and track case management metrics for team performance.
- Developed training documents and created form letters utilized by the team to standardize communication.
- Conducted bi-monthly to monthly one on ones and yearly reviews.
- Worked with upper level management and Human Resources on employee support and further training initiatives.
- Evaluated resumes and conducted interviews with upper level management.
Move Management Counselor
Graebel Companies
Denver
07.2012 - 08.2015
- Counseled relocating employees on household goods relocation benefits and managed process from start to finish.
- Managed executive relocations, ensuring a higher level of duty of care throughout the process.
- Relocation case management of up to 700 files per year.
- Advocated for customers alongside relocation team, facilitating communication between partner vendors and relocating employees.
- Retained 96% plus customer satisfaction score and the highest NPS score in the department for multiple quarters.
- Escalation management with the highest level of customer satisfaction in mind.
Move Management Associate
Graebel Companies
Denver
05.2012 - 07.2012
- Maintained data accuracy and timely entries by auditing files and reviewing services requested outside of policy compliance.
- Entered new files, estimates, and relocation data with attention to detail, ensuring accuracy for effective processing.
- Supported four move counselors in organizing and maintaining their files and documentation to facilitate smooth operations.
Education
Bachelor of Fine Arts - Art Therapy
Millikin University
Decatur, IL05-2008
Skills
- Logistics coordination
- Project management
- Strategic planning
- Regulatory compliance
- Policy compliance
- Operational support
- Data analysis
- Customer relationship management
- Quality assurance
- Employee management
- Team development
- Performance evaluation
- Executive communication
- Multi-platform proficiency
- Office Suite proficiency
- Conflict resolution
Websites
Timeline
Lead, Transportation Services
Graebel Companies
04.2019 - 03.2026
Supervisor, Customer Care
Graebel Companies
09.2015 - 04.2019
Move Management Counselor
Graebel Companies
07.2012 - 08.2015
Move Management Associate
Graebel Companies
05.2012 - 07.2012
Bachelor of Fine Arts - Art Therapy
Millikin University