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Skills

  • Cross-functional team collaboration
  • Organized managerial style
  • Waxing service provider
  • Customer service standards
  • Excellent customer service
  • Scheduled services
  • IP Services
  • Client relationship management
  • Public service
  • Inbound Customer Service

Work Experiences

  • Created KPI dashboards to monitor technician productivity.
  • Achieved a 39% decrease in service errors.
  • Achieved 81% repeat business year-over-year.
  • Reduced poor quality ratings by 16% by taking spearheaded and streamlined.
  • Achieved cost reductions of $9 per quarter through renegotiation of existing supplier contracts.
  • Built monthly performance reports for senior management.
  • Kept rental records that accurately detailed customer information, payment processes, and equipment conditions in Jira.
  • Achieved a 52% annual profit increase.
  • Was in charge of a team of team leadership-focused service professionals.
  • Coordinated departmental resources.

Summaries

  • Committed to building long-term client relationships and increasing sales.
  • Excellent critical thinking skills, as well as a track record of building long-term client relationships and excellent salesmanship.
  • Accomplished Acting Service Manager who has successfully improved the department’s safety compliance, reducing incidents by 45% following streamlined monthly audits and training.
  • Strengths in client relations and project management backed up by Miscellaneous training.
  • Coordinate resources and personnel to meet any demand.
  • Experienced Acting Service Manager with proven safety management and performance optimization skills gained in framework environments.
  • Costs were consistently reduced while profits were increased.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Within Miscellaneous, senior Acting Service Manager and outstanding performer in strategic planning and vendor management.
  • Hardworking and conscientious when it comes to developing and enforcing maintenance schedules.

Accomplishments

  • Implemented a remote service platform for Raleigh customers, enabling virtual troubleshooting and saving the department 6 hours monthly.
  • Implemented a KPI-driven quality assurance program that maintained service accuracy rates above 60% consistently.
  • Enhanced service center profitability by actively managing budgets and maintaining cost control measures, saving the department over 16 in 2015.
  • Introduced a service-focused training program that increased technician efficiency by 21% within 14 months.
  • Facilitated cross-functional collaboration between service, sales, and logistics departments, leading to a 38% improvement in service response times.
  • Won the President's Club for outstanding customer service and service department performance in 2020.
  • Developed and implemented a customer feedback system, increasing service satisfaction scores by 35% within 2 months.
  • Maintained strong vendor relationships, leading to a 38% improvement in service delivery times for high-demand products.
  • Streamlined the client onboarding process, reducing the time to full service engagement by 5 weeks and improving overall client experience.
  • Reengineered service workflows, reducing average customer wait times by 11 minutes per appointment and enhancing overall service speed.

Affiliations

  • International Customer Management Institute (ICMI)
  • Business Technology Association (BTA)
  • National Association of Social Workers
  • Institute of Asset Management (IAM)
  • American Society of Safety Professionals
  • Engineering Management Society (EMS)
  • Association of Information Technology Professionals
  • Field Service Management Association
  • Association for Supply Chain Management (APICS)
  • American Society for Quality (ASQ)

Certifications

  • Certified Team Leader (CTL) - Vantage
  • Customer Service Management Certified (CSMC) - Summit Group
  • Certified ScrumMaster (CSM) – Scrum Alliance
  • Certified Manager of Maintenance (CMM) – Brightline
  • Certified Maintenance Manager (CMM) - Cedar Works
  • Cisco Certified Network Associate (CCNA)
  • Professional in Human Resources (PHR) - Ironclad Systems
  • Microsoft Certified Systems Engineer (MCSE)
  • Cloud Infrastructure Certification - Harbor & Co.
  • Certified Associate in Project Management (CAPM) – Vantage

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