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Skills

  • Vendor relationship building
  • Budgets
  • Project organization
  • Performing maintenance
  • Team leadership and supervision
  • Technical troubleshooting
  • Client Retention Strategies
  • Bulk purchasing strategies
  • Troubleshooting
  • Change management in repairs

Work Experiences

  • Analyzed complex repair needs and successfully negotiated repair costs, saving clients an average of $16 per repair job.
  • Boosted trust scores by 21% points.
  • Answered 17 calls per 6 months to help customers with their questions and concerns.
  • Achieved a 64% satisfaction increase.
  • Championed lean management techniques across the department, resulting in the elimination of wasteful steps in repair processes.
  • Collaborated with framework customers to determine their needs and deliver metric service.
  • Achieved 8 consecutive months of satisfaction.
  • Achieved compliance in 2020.
  • Achieved Excellence Award for outstanding performance in delivering on-time repairs and fewer customer escalations.
  • Worked on appliances such as procedure, standard, and framework.

Summaries

  • Accomplished Managed Repair Representative.
  • Lakeside Partners, Meridian, and Summit Group are among the brands that have been certified.
  • Achieved a 71% boost in client satisfaction.
  • Managed Repair Representative is a multi-talented Managed Repair Representative who is consistently rewarded for planning and operational improvements.
  • Cut down human errors by 79%.
  • Costs were consistently reduced while profits were increased.
  • Managed Repair Representative with 15 years of successful performance reporting and risk assessment experience.
  • Achieved resolution without management intervention.
  • Strengths in strategic planning and process improvement backed up by Insurance training.
  • Decreased repair cycle times by 78%.

Accomplishments

  • Improved customer retention by 30% by developing personalized post-repair service strategies.
  • Devised and implemented an automated customer follow-up system, increasing customer feedback response rates by 29%.
  • Partnered with procedure to enhance repair training programs, reducing warranty rework cases by 30%.
  • Led the coordination of post-repair customer interviews, resulting in 7 key service improvements being implemented within one year.
  • Enhanced repair process documentation, leading to a 29% improvement in technician adherence to protocols.
  • Collaborated with supervisors to launch a service desk initiative, improving first-call resolution by 48%.
  • Led a cross-functional team of 2 members in the successful implementation of a repair tracking system, improving process visibility.
  • Led an internal review of repair jobs, identifying inefficiencies that led to a 27% boost in repair output.
  • Streamlined repair completion workflow by introducing a new tracking system, reducing repair cycle time by 18%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Certified Lean Six Sigma Green Belt (LSSGB) for Process Optimization
  • National Institute for Automotive Service Excellence (ASE) Certification Society
  • Affiliate of the National Fire Protection Association (NFPA)
  • Society of Human Resource Management
  • Uptime Institute Accredited Engineer
  • Project Management Institute
  • American Home Warranty Association (AHWA)
  • Building Performance Institute (BPI) Certified Contractors Network
  • National Association of Social Workers
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Residential Property Manager (CRPM)
  • OSHA Safety Certification standard 2020
  • WRT – Water Damage Restoration Technician Certification
  • Certified Disaster Restoration Specialist Northwind
  • Xactimate Level 3 Certification
  • CompTIA Network+
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Public Accountant
  • Certified Manager of Facility Maintenance (CMFM)
  • Repair and Property Damage Assessment Course Certification Beacon Labs

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