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Skills

  • Report writing
  • Performance metrics analysis
  • Process improvement
  • Supervision
  • Staff development
  • Team management
  • Cross-departmental collaboration
  • Extremely organized
  • Problem resolution
  • Pricing tool development

Work Experiences

  • Answered an average of 3 calls, emails, and faxes per day, responding to customer inquiries, resolving problems, and informing customers about new products.
  • Analyzed technician efficiency.
  • Assisted in the deployment of new field service management software.
  • Informed potential participants about the services and procedures required to participate in the program.
  • Worked with Field Service Coordinator on program operations, including providing participant feedback and improvement suggestions.
  • Examined departmental documents to determine how they should be distributed and filed.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Collaborated with standard customers to determine their needs and deliver category service.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Created multi-threaded admin web applications based on standard.

Summaries

  • Achieved a 83% improvement in NPS.
  • Among his accomplishments is the creation of a process app for use in the initiative industry.
  • Knowledgable in a variety of design and testing methodologies.
  • Professional with 7 years of progressive experience in the field who is highly organized and detail-oriented.
  • Field Service Coordinator is a caring and skilled Field Service Coordinator who is dedicated to making a positive impact on programs and assisting participants by providing expert support.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved enhancements in delivery times.
  • Strengths in data analysis and workflow optimization backed up by Miscellaneous training.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Adept at managing service delivery.

Accomplishments

  • Collaborated with HR to maintain 100% compliance across 14 field employees for certifications and training.
  • Resolved product issue through consumer testing.
  • Reduced operational costs by 15, implementing data-driven strategies for more efficient field team deployments.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Optimized ticketing process, reducing service request backlog by 47% in the first 6 months.
  • Integrated advanced CRM tools, which resulted in enhanced issue tracking and a 85% reduction in unresolved cases.
  • Facilitated procurement and supply chain improvements, reducing lead times for essential field equipment by 53%.
  • Led cross-functional teams to deliver specialized projects within deadlines, reducing project overruns by 82%.
  • Created standard operating procedure (SOP) manuals, reducing onboarding time for new technicians by 57%.
  • Established a customer feedback loop, continuously improving service processes and increasing net promoter score (NPS) by 41% over two years.

Affiliations

  • Association of Information Technology Professionals
  • National Association of Professional Women in Service Coordination 2016
  • National Association of Fleet Administrators (NAFA)
  • Attended Field Service Management (FSM) Global Summit 2015
  • Certified Maintenance & Reliability Professional (CMRP) through the Society for Maintenance and Reliability Professionals (SMRP)
  • Association for Field Service Professionals (AFSP)
  • Field Service Engineer Network (FSEN)
  • Project Management Institute
  • Institute of Asset Management (IAM)
  • Association for Supply Chain Management (APICS)

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • First Aid/CPR Certified
  • Certified Field Service Manager (CFSM) certified by Field Service Insights
  • ISO 55000 Asset Management Specialist from Prometheus Group
  • Apple Certified Associate (ACA)
  • Project Management Professional (PMP) from PMI
  • Digital Dispatch & Fleet Management Certification from Harbor & Co.
  • Salesforce
  • Certified Automotive Fleet Manager (CAFM) from NAFA Fleet Management Association
  • Emergency Management Logistics Certification from FEMA

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