Kendra Peterson

I started my career as an office manager right out of college, working for an office equipment company for 9 years. From there, I moved to a medical supply company where I worked as a supervisor in the medical documentation department for almost 10 years. For the past 10 years, I've been with Teradel, a marketing company that sells direct mail and digital marketing. I started in the sales department and worked there for 5 or 6 years before transitioning to my current role as Director of Customer Service almost 2 years ago. When I moved into this position, the company didn't have a customer service department at all - customer service was being filtered through the sales team. I built the department from scratch, which has been a work in progress but has made a big difference for both our sales team and our customers. My day-to-day responsibilities mainly involve handling escalations and helping customers understand what to expect from their marketing campaigns and why their campaigns turned out the way they did. I work to calm customers down, walk them through the process, and retain them. Coming from the sales side gave me a really good idea of what these customers need, and that experience has been very influential in my day-to-day decision-making. I'm really proud that I've been able to build a team here and cross-train everyone on different duties while making sure everyone stays up to date on current market conditions and digital marketing, because things change all the time with marketing and technology.