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Skills

  • Customer service
  • Service contract negotiation
  • Data collection and analysis
  • Business analysis
  • Staff management
  • Problem resolution
  • Escalation management
  • Relationship development
  • Territory management
  • Cross-departmental collaboration

Work Experiences

  • Boosted profitability.
  • Saved $17 per 6 months by negotiating rates and delivery times with vendors.
  • Achieved a 26% reduction in downtime incidents.
  • Awarded Excellence Award for orchestrating a major field service project that resulted in a 64% year-on-year increase in service efficiency.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Addressed customer concerns and escalations both in-person and remotely, driving a satisfaction rate increase by 49% within 2023.
  • Accomplished this within 2020.
  • Achieved substantial process efficiencies.
  • Boosted net promoter score (NPS) by 75%.
  • Collaborated with IT to implement software.

Summaries

  • Achieved a 35% year-over-year operational improvement.
  • Achieved 50% faster response times.
  • Adept at KPI-driven management.
  • Strong ability to adapt to new situations and environments.
  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Achieved 47% fewer equipment failures within 2015.
  • Results-oriented, goal-oriented, and looking to apply my experience to the role of Regional Field Service Manager.
  • Regional Field Service Manager is a multi-talented Regional Field Service Manager who is consistently rewarded for planning and operational improvements.
  • Direct Regional Field Service Manager with 9 years of industry experience in Automotive and Motor Vehicles.
  • Weekly availability of 6 hours, including evenings and weekends

Accomplishments

  • Achieved a Innovation Award for managing the West Coast's most successful service expansion into metric, growing client base by 52%.
  • Designed and implemented a client feedback system, which improved overall client satisfaction scores by 37%.
  • Awarded Innovation Award for orchestrating a major field service project that resulted in a 27% year-on-year increase in service efficiency.
  • Enhanced the preventative maintenance program, reducing field service calls for SAP by 16% over a 2016 period.
  • Implemented service quality audits across the Pacific Northwest, identifying key areas for process improvements that led to a 60% reduction in service defects.
  • Led efforts to automate reporting tools, resulting in 60% reduction in operational data discrepancies and increased reporting speed by 17 days.
  • Resolved HubSpot escalations quickly and efficiently, building long-term customer loyalty and reducing churn by 56%.
  • Handled high-level client escalations and facilitated resolutions that retained 67% of at-risk clients.
  • Introduced a customer self-service portal for scheduling and feedback, which reduced service call volume by 16% and increased online engagement.
  • Monitored and enforced regulatory compliance, which reduced non-compliance incidents by 57% and protected the organization from liability.

Affiliations

  • Manufacturing and Automation Services Network (MASN)
  • Certified Field Service Manager (CFSM) from procedure
  • American Society for Quality (ASQ)
  • American Society of Safety Professionals
  • National Association of Certified Technicians
  • International Association of Administrative Professionals
  • Certified Service Leader (CSL) from system
  • Society of Field Service Technicians and Managers (SFSTM)
  • Association for Field Service Managers & Engineers
  • World Maintenance Organization (WMO)

Certifications

  • Certified Warranty Administrator (CWA) by Vantage
  • CompTIA Network+
  • Certified Professional in Supply Management (CPSM)
  • CompTIA Security+
  • Cisco Certified Network Associate (CCNA)
  • CompTIA A+ Technician
  • Kaizen Certification for Continuous Improvement
  • ServSafe
  • Advanced Field Service Virtualization Specialist (AFSVS) by Northwind
  • Certified Cloud Security Professional (CCSP)

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