Meet the team - 5 minutes with Cathy Terwilliger
We caught up with Cathy Terwilliger, COINS Global Application Support Director, to find out more about her role.
Cathy has over 20 years of experience working with clients in several roles at COINS, most recently in sales and managing marketing in the US. In her newest role as Global Application Support Director, Cathy is responsible for making sure that COINS clients are receiving the best customer service possible in the handling of the issues they log with COINS. Cathy is also very active with the COINS Foundation as Secretary, overseeing US granting and fundraising.
What does your job entail?
Heading up our application support centres around the globe involves making sure that our customers are able to get the most out of their COINS construction solutions on a daily basis. Customer service is my main area of focus. Collaborating with our customers, understanding their needs, and helping them to manage risk. Making sure that our analysts have the tools necessary to be responsive to our customers' needs.
What is a typical day like?
A typical day involves addressing customer concerns and escalations by collaborating with the regional support managers and other departments at COINS. Managing your email inbox is something I think we all get involved with daily and I am no exception. Process improvement initiatives are also part of my typical day.
What's a common question you get from customers?
A common question I receive is about response times and what customers can expect from support.
What do you like most about your job?
Definitely the people! Working and speaking with our customers and my colleagues is the most enjoyable part of my day. I would much rather have a conversation and work with someone directly than communicate through email or messaging.
What do you see as the next trend/technology that will have the biggest impact on the construction sector?
I think that in the shorter term IoT (Internet of Things) and bringing things closer to the point of occurrence will have the biggest impact. Capturing data in the field using a combination of sources - from humans with mobile devices and from smart machines - is going to allow for a better picture of what is truly happening at a jobsite. Having better information sooner on a project, such as knowing about productivity, can help control project costs and schedules.
What’s the most recent app you’ve downloaded?
Audible. In an effort to fit in more time to ‘read’ I am trying my hand at audio books. Generally, I have preferred physical books over digital and I am still deciding what I think about the audio form.
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