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Skills

  • Regulatory compliance
  • Relationship development
  • Field equipment setup and configuration
  • Painting
  • Customer relationship management (CRM) tools
  • Root cause analysis
  • Client relations management
  • Lighting fixture maintenance
  • Process improvement
  • Adaptation to new technologies

Work Experiences

  • Did minor wall repairs, such as installing drywall and repairing and applying wallpaper, to keep the walls in good shape.
  • Devised a new method for streamlining metric processes and boosting workflow by 15%.
  • Finished method repair projects on time and on budget, resulting in an increase of 14% in new client referrals.
  • Achieved results over 14 consecutive months.
  • Performed facility inspections and maintenance to ensure that the facility was kept clean and well-maintained.
  • Achieved targets through efficient communication.
  • Achieved President's Club for outstanding support.
  • Achieved a 73% increase in task proficiency.
  • Tossed all outdoor debris, including yard clippings, into receptacles to properly maintain grounds.
  • Used Tableau and HubSpot to check for electrical continuity and wiring.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Field Support Representative is a multi-talented Field Support Representative who is consistently rewarded for planning and operational improvements.
  • Generalist with experience performing a wide range of technical tasks in areas of responsibility.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Troubleshooting, general plumbing, and minor electrical work are among the responsibilities of this safety-conscious Maintenance Worker.
  • Lifts 7 pounds and efficiently manages job responsibilities to meet deadlines.
  • Reviewing highly technical documentation to assess scope and develop repair strategy is second nature to me.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Employee who has spent over 9 years effectively and efficiently carrying out oral and written instructions.
  • Flexible work and shift schedules are required, as well as proficiency with basic hand and power tools.

Accomplishments

  • Played a key role in improving overall customer retention by 75% after providing exceptional product education and supportive troubleshooting across 3 locations.
  • Consistently diagnosed, repaired, and resolved issues for customers, resulting in an Harbor & Co. Customer satisfaction score improvement of 53% points.
  • Used Jira to document, organize, and streamline remote diagnostics across 15 sites, improving issue tracking and resolution efficiency by 53%.
  • Led the implementation and training of field teams on Power BI, improving cross-site troubleshooting capabilities and reducing average issue response times by 46% hours.
  • Optimized communication pathways between technical teams, customers, and engineering, driving issue resolution time down by 23%.
  • Developed and maintained strong customer relationships through regular follow-ups and proactive systems assessments, reducing service-related churn by 78% over 2 years.
  • Led interdepartmental efforts to update customer support documentation, helping increase ticket resolution efficiency by 74%.
  • Surpassed SLA targets by 53% through efficient communication, remote diagnostics, and on-site field management, resulting in increased uptime and customer retention.
  • Collaborated with team of 12 in the development of framework.
  • Documented and resolved framework which led to metric.

Affiliations

  • Society of Human Resource Management
  • International Field & Systems Support Innovation Coalition (IFSSIC)
  • Professional Institute for Technical Field Service Engineers (PITFSE)
  • Lions Club
  • Freemason
  • Association for Service Management International (AFSMI)
  • The American Society of Technical Field Support Professionals (ASTFSP)
  • Certified Field Service Specialist (CFSS) - ITIL
  • Certified Support Representative in Advanced Diagnostics (Asana) – 2015
  • Project Management Institute

Certifications

  • Certified in Customer Service Excellence
  • Microsoft Certified: Azure Fundamentals
  • Certified Field Service Technician (CFST)
  • ServSafe
  • Certified Systems Engineering Professional (CSEP)
  • Certified Technology Manager (CTM)
  • Certified Field Technician (CFT)
  • CompTIA Network+ Certification
  • Instructor Certification for Training & Facilitation
  • Certified Technical Support Specialist (CTSS)

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