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Skills

  • Bookkeeping
  • First-time resolution improvement
  • Scheduling
  • Team leadership and development
  • MS Office
  • Inventory management
  • Project organization
  • Customer issue resolution
  • Documentation and control
  • Team management

Work Experiences

  • Achieved a 25% increase in customer satisfaction.
  • Achieved 10 consecutive months without reported incidents.
  • Achieved an Excellence Award for excellence in customer satisfaction.
  • Gathered and analyzed administrative cost data in order to prepare 18 months budgets for corporate management.
  • Assured adherence to standard.
  • Achieved a 53% improvement in team productivity.
  • Awarded President's Club for consistently exceeding performance metrics by maintaining customer satisfaction ratings above 34%.
  • Championed the successful rollout of a new ServiceNow system across 3 locations, ensuring a seamless transition with zero major issues.
  • Achieved zero major issues.
  • Achieved a 77% improvement in first-time resolution rates.

Summaries

  • Recruiting established talent in project management and client relations for Field Support Manager.
  • Spanish and Japanese are both conversational.
  • Achieved cost reduction within the past year.
  • Achieved 15 consecutive months with zero incidents.
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Field Support Manager.
  • Accomplished at managing high-performance field support teams, driving performance gains, and securing customer satisfaction ratings above 75% each year.
  • Independently solved problems and kept teams on task to handle a variety of business requirements.
  • Commended for consistently driving team success through strict adherence to company procedures and effective employee training.
  • Achieved 57% service request coverage.
  • Excellent communicator and project manager with expertise in day-to-day operations, workflow improvements, and customer service.

Accomplishments

  • Maintained a 29% customer satisfaction rate over the past year by quickly addressing and resolving on-site issues, enabling long-term client retention.
  • Implemented real-time reporting with QuickBooks, reducing overall customer service response times by 85% and improving service-level-agreement (SLA) adherence.
  • Provided mentorship and hands-on training to 2 field representatives, resulting in improved career development and reducing turnover by 26%.
  • Documented and resolved program which led to procedure.
  • Generated 13% cost savings by negotiating new vendor contracts, consolidating field repair orders, and optimizing parts inventory management.
  • Worked closely with senior leadership to design and execute an efficient field operation strategy that increased service revenue by 35% within one year.
  • Deployed Tableau to remotely monitor field service activities, resulting in a 79% reduction in unauthorized overtime and improved transparency in technician productivity.
  • Facilitated the deployment of IoT-enabled equipment asset tracking, increasing team awareness and leading to a reduction in lost or misplaced tools by 76%.
  • Developed and optimized a routing schedule using SAP, leading to a 15% reduction in travel time and lower operational costs.
  • Expanded operational coverage by 48% through strategic field resource allocation and careful planning of technician schedules.

Affiliations

  • Association for Talent Development (ATD)
  • Association for Customer Operations in Telecom (ACOT)
  • American Society for Quality (ASQ) - Field Services Division
  • Project Management Institute (PMI) - Field Support Chapter
  • Association of Field Service Professionals (AFSP)
  • Lions Club
  • National Contract Management Association (NCMA)
  • Field Service Management Association (FSMA)
  • American Marketing Association
  • American Management Association (AMA)

Certifications

  • Executive Leadership Certification from Lakeside Partners
  • CompTIA Security+
  • Microsoft Certified Systems Engineer (MCSE)
  • ServSafe
  • Certified Expense Reduction Analyst from Lakeside Partners
  • Certified Process Professional (CPP)
  • First Aid/CPR Certified
  • Field Service Management Certification from Northwind
  • Certified Technical Trainer (CTT+)
  • Cisco Certified Internetwork Expert (CCIE)

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