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Skills

  • Territory management
  • Problem resolution
  • Cross-departmental collaboration
  • Operations management
  • Staff management
  • Business Administration
  • Business Development
  • Strategic planning
  • Complaint resolution
  • First Aid/CPR

Work Experiences

  • Shared best practices with on-site and external personnel to align efforts and goals.
  • Championed the integration of IoT-enabled diagnostics.
  • Achieved growth over 2 months.
  • Achieved $16 cost savings by developing more efficient route planning software for the regional field teams.
  • Used forecasting to figure out what changes needed to be made in the supply chain.
  • Increased the productivity of the customer service team by leading training initiatives and reorganizing schedules, resulting in a 3% reduction in overtime.
  • Coached and developed a team culture.
  • Championed the integration of IoT-enabled diagnostics, which led to predictive maintenance capabilities and decreased downtime by 75% hours.
  • Built long-term customer loyalty.
  • Achieved a 83% reduction in service call durations.

Summaries

  • Forward-thinking manager with 17 years of manufacturing project management experience.
  • Accomplished in vendor negotiation and relationship management, securing optimal service terms that save the company $17 annually while improving response times.
  • Customer-focused team player with expertise in maximizing customer satisfaction while increasing profits and client acquisition.
  • Achieved a 63% year-on-year increase in efficiency.
  • Optimize long-term success by effectively balancing targets with resources.
  • Adept at KPI-driven management.
  • Adept at implementing ticketing systems.
  • Achieved 47% fewer equipment failures within 2015.
  • Strengths in process improvement and cross-functional collaboration backed up by Automotive and Motor Vehicles training.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.

Accomplishments

  • Supervised the retraining of 5 technicians in response to industry compliance updates, achieving 16% compliance across the department.
  • Served as key point of contact between field service department and vendors, achieving 82% improvement in communication turnaround times.
  • Achieved a Innovation Award for managing the West Coast's most successful service expansion into metric, growing client base by 52%.
  • Successfully mitigated service disruptions during a company-wide product recall, maintaining client satisfaction and achieving 75% retention.
  • Developed and enforced safety compliance programs affecting 18 field workers, reducing workplace injuries by 64%.
  • Led operational restructuring for a region generating 84% efficiency improvements, reducing average service delivery time by 4 days.
  • Expanded service operations into the Southwest, increasing market share by 46% and generating an additional $6 in annual revenue.
  • Awarded Innovation Award for orchestrating a major field service project that resulted in a 27% year-on-year increase in service efficiency.
  • Secured a $14 service contract renewal for Power BI through strong client relationships and proactive issue resolution.
  • Documented and resolved procedure which led to method.

Affiliations

  • American Marketing Association
  • International Association of Administrative Professionals
  • Certified Field Service Manager (CFSM) from procedure
  • Commission for Maintenance Management and Engineering Professionals (CMMEP)
  • Society of Human Resource Management
  • Digital Transformation in Field Services (DTFS) Member
  • North American Institute of Maintenance Management (NAIMM)
  • Jaycees
  • Professional Services Council (PSC)
  • Global Network of Field Service Experts (GNFSE)

Certifications

  • ServSafe
  • Certified Business Analysis Professional (CBAP)
  • Certified IoT Professional (CIP) by IoT Institute
  • Field Service Technician (FST) Essentials Certification by Brightline
  • Certified Field Service Manager (CFSM) by Field Service Management Association (FSMA)
  • Apple Certified Associate (ACA)
  • Professional in Customer Success (PCS) by Ironclad Systems
  • Certified Technology Specialist (CTS) by AVIXA
  • CompTIA Network+
  • Advanced Certified ScrumMaster (A-CSM) by Scrum Alliance

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