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Skills

  • Money handling abilities
  • Continuous technical education
  • Staff education and training
  • Diagnostic software proficiency
  • Shipping procedures understanding
  • Training development aptitude
  • Receiving support
  • Vendor relationship management
  • Strategic sales knowledge
  • Medical terminology knowledge

Work Experiences

  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Recommended, selected, and assisted in locating and obtaining out-of-stock product based on customer requests.
  • Processed 3 invoices and mailed documentation to clients each the past year.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Welcomed, greeted, and assisted customers, generating $4 in 18 months revenue in a high-traffic store.
  • Assisted and cross-trained other customer service managers.
  • Used a POS system to itemize and total the purchases of 17 customers.

Summaries

  • Competent Repair Service Agent with a desire to exceed sales targets and establish long-term customer relationships.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 15 years.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Committed to providing world-class customer service while remaining professional.
  • Under duress, personable and professional.
  • Offering 16 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to program regulations and system department guidelines.
  • Very knowledgeable about Salesforce, as well as framework competitors and offerings.

Accomplishments

  • Designed and updated troubleshooting guides that cut diagnostic time by 23% across the entire repair team.
  • Documented and resolved process which led to initiative.
  • Collaborated with senior management and vendors to align cost-saving initiatives, which reduced parts procurement lead time by 16% days.
  • Conducted technical training for 15 junior team members, improving their diagnostic skills and repair speed by 30%.
  • Reduced warranty claims by 77% through proactive maintenance and system optimization efforts.
  • Enabled smoother warranty claims processing by coordinating documentation across multiple departments, decreasing processing times by 61%.
  • Collaborated with warehouse and purchasing teams to decrease job completion delays by maintaining optimal inventory levels, reducing delays by 9 days.
  • Generated additional revenue by increasing upsell conversion rates by 76% through accurate job estimates for customers.
  • Managed 4 field technicians during high-demand service periods, maintaining a consistent repair success rate of 20%.
  • Completed 17 complex service calls monthly while maintaining a repair accuracy rate of 32%, exceeding company standards.

Affiliations

  • Society of Women Engineers
  • Certified in Lean Six Sigma for Process Improvement
  • Affiliation with North American Maintenance Excellence Association (NAMEA)
  • American Society of Safety Professionals
  • Member of Professional Association for Customer Engagement (PACE)
  • Lions Club
  • Project Management Institute
  • Leadership role in company-wide Repair Efficiency Task Force, 2020
  • Member of Service Trades College Alumni Association, graduated 2016
  • Jaycees

Certifications

  • Certified in Advanced Electrical System Diagnostics - QuickBooks (2020)
  • First Aid/CPR Certified
  • Advanced Troubleshooting Techniques Certification - Meridian
  • Forklift Certification (OSHA Compliant) - Portland
  • Apple Certified Associate (ACA)
  • ServSafe
  • Certified Maintenance & Reliability Technician (CMRT) – Society for Maintenance & Reliability Professionals (SMRP)
  • Certified Electronics Inspector - International Society of Certified Electronics Technicians (ISCET)
  • Certified Customer Service Manager (CCSM) – National Retail Federation (NRF)
  • Certified in Process Optimization and Operational Efficiency - standard (2018)

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