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Skills

  • Problem resolution
  • Operational improvement
  • Budget Management
  • Complex issue resolution
  • Customer service optimization
  • Team building
  • High-Priority Client Issue Management
  • Budgets
  • Communications
  • Customer relationship management

Work Experiences

  • Achieved zero compliance violations.
  • Transported Power BI to 6 months customer locations.
  • Looked for industry trends on social media and through online sources.
  • Created specialized training programs for service technicians, which resulted in a 76% increase in first-time fix rates.
  • Had an excellent attendance record and was always on time for work.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Developed a service package subscription model, increasing recurring revenue by $4 annually through regular maintenance contracts.
  • Achieved a net promoter score increase of 59%.
  • Created cross-departmental service quality feedback sessions.

Summaries

  • Achieved President's Club recognition.
  • Achieved Top Performer recognition for leading service department to #1 in customer satisfaction in Atlanta, focusing on service quality assurance and relationship management.
  • Consistently recognized for exceptional customer service.
  • Analyzed customer feedback.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the framework business.
  • Collaborated with engineering teams to provide feedback based on service insights, contributing to key Power BI enhancements that increased product reliability and customer satisfaction.
  • Boosted client experience.
  • Dedicated to learning, growing, and succeeding in Customer Service.
  • Achieved consistently high customer satisfaction metrics.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Designed customer care policies that improved first-contact resolution by 24%, increasing satisfaction scores while reducing escalations to management.
  • Steered corrective action plans in response to customer feedback trends, leading to a 47% improvement in overall service response effectiveness.
  • Introduced an automated customer feedback system, improving complaint resolution time by 19% and boosting overall customer satisfaction by 9%.
  • Worked with the marketing team to successfully launch a promotional campaign for service offers, increasing business from repeat customers by 80%.
  • Initiated weekly service quality reviews, leading to a 54% reduction in rework due to technician error and a subsequent boost in customer trust.
  • Secured a team-wide Six Sigma recognition, which positioned the service department as a benchmark center of excellence within the Midwest.
  • Reduced customer wait times for appointments by 29% through process improvements and increased technician availability.
  • Trained new hires and existing service staff on best practices, including customer service optimization, leading to a 46% reduction in service-related complaints.
  • Resolved product issue through consumer testing.
  • Collaborated with cross-functional teams to align service goals with company objectives, resulting in a 25% increase in overall service revenue.

Affiliations

  • Toastmasters
  • Jaycees
  • National Auto Body Council (NABC) - Committee Volunteer
  • National Institute for Automotive Service Excellence (ASE) Technicians Council
  • Professional Service Coordinators Association (PSCA) - Advisory Board Member
  • Institute of Automotive Engineers (IAE) - Collaboration on Service Standards
  • Automotive Maintenance & Repair Association (AMRA) - Certified Shop Manager
  • HVAC Excellence - Certified Contractor and Technician in Service Management
  • Association for Computing Machinery
  • International Association of Administrative Professionals

Certifications

  • Project Management Professional (PMP)
  • Automotive Technology Management (ATM) Certificate - Northwind
  • Certified Public Accountant (CPA)
  • Leadership in Energy and Environmental Design (LEED AP) Certification
  • SHRM Certified Professional (SHRM-CP)
  • Certified Service Manager (CSM)
  • Automotive Service Consultant (C1) Certification
  • Institute for Automotive Business Excellence (IABE) Certified Advisor
  • Automotive Customer Service Assessment (ACSA) - Lakeside Partners
  • First Aid/CPR Certified

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