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Skills

  • Money handling abilities
  • Retail store support
  • Hands-on technical skills
  • Route dispatch
  • Credit card processing
  • Multi-line phone talent
  • Continuous technical education
  • Complaint resolution
  • Professional telephone demeanor
  • Advanced Troubleshooting and Diagnostic Skills

Work Experiences

  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Kept the program and procedure areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Was in charge of high-volume paperwork and worked with the framework department to resolve billing and shipping issues.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Provided ongoing guest service, which included Workday recommendations.
  • Established long-term, loyal customer relationships by providing excellent service and detailed order, account, and service information.
  • Quickly investigated and resolved customer complaints and inquiries.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Double-checked order data on a the past year basis to ensure that transactions and shipping dates were correct.

Summaries

  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • With extensive experience in the process industry, I am a knowledgeable and dedicated customer service professional.
  • Customer service specialist with over 15 years of experience resolving account and service issues for Miscellaneous clients.
  • Offering 16 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Working with stressed, confused, and upset people who need benefits information and supportive guidance to navigate initiative systems is one of my specialties.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • ServiceNow expert with 14 years of experience in related roles.
  • Expert at providing relevant information and options for resolving problems effectively.
  • Achieved success in providing unsurpassed customer service.
  • Customer Service Representative with 15 years of retail experience in fast-paced, team-oriented environments.

Accomplishments

  • Mentored 2 junior technicians, increasing their successful repair completion rate by 19% over three years.
  • Collaborated cross-functionally with IT and logistics for smoother part order tracking, reducing lost/missed orders by 73%.
  • Spearheaded the transition to Tableau, cutting manual repair tracking efforts down by 44% and increasing efficiency.
  • Led end-to-end management of service contracts and warranties, reducing unauthorized parts expenditures by $16 annually.
  • Documented and resolved process which led to initiative.
  • Managed 4 field technicians during high-demand service periods, maintaining a consistent repair success rate of 20%.
  • Conducted technical training for 15 junior team members, improving their diagnostic skills and repair speed by 30%.
  • Improved equipment uptime by 53% through proactive system updates and regular software diagnostics.
  • Identified and implemented process improvements that resulted in a 85% reduction in service call time, enhancing overall productivity.
  • Enabled smoother warranty claims processing by coordinating documentation across multiple departments, decreasing processing times by 61%.

Affiliations

  • Lions Club
  • Society of Women Engineers
  • Freemason
  • Electronics Technicians Association, International (ETA)
  • Attended annual conference by Field Service USA in 2020
  • National Association of Social Workers
  • National Association of Service Managers (NASM)
  • Member of Service Quality Institute for Preventative Maintenance
  • Affiliate of Electronic Design and Manufacturing Association (EDMA)
  • American Society of Safety Professionals

Certifications

  • HVAC Excellence Professional Certification
  • Certified in Lean Inventory Management and Control - Beacon Labs
  • Certified Electrical Inspector (CEI) – International Association of Electrical Inspectors (IAEI)
  • Advanced Troubleshooting Techniques Certification - Meridian
  • ISO 9001:2015 Auditor Certification
  • Google Certified Professional Cloud Architect
  • Certified Public Accountant
  • SHRM Certified Professional (SHRM-CP)
  • Certified Maintenance & Reliability Technician (CMRT) – Society for Maintenance & Reliability Professionals (SMRP)
  • Certified in Advanced Electrical System Diagnostics - QuickBooks (2020)

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