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Skills

  • Process equipment
  • Estimate preparation
  • Client relationship management
  • Conflict resolution
  • Emergency vehicle repair
  • Budgets
  • Equipment usage Salesforce
  • Collaboration with insurance companies
  • Inspection skills
  • Organization

Work Experiences

  • Achieved Scrum Master in roadside emergency management.
  • Assisted with navigation and local area information for customers stranded in unfamiliar areas, providing additional value and earning repeated service requests.
  • Assisted over 5 stalled vehicles.
  • Communicated effectively with a diverse customer base, providing clear instructions and maintaining a courteous demeanor during stressful roadside situations.
  • Collaborated with insurance companies.
  • Oversaw the delivery of procedure project by process team, which resulted in procedure.
  • Awarded the Top Performer for exceptional customer service.
  • Balanced and rotated the tires to ensure even wear.
  • Saved $17 by putting in place cost-cutting measures that addressed long-standing issues.
  • Achieved a 15% reduction in customer wait times.

Summaries

  • Strengths in stakeholder engagement and strategic planning backed up by Miscellaneous training.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Committed to ensuring complete customer satisfaction.
  • Clear understanding of cross-functional collaboration and process improvement as well as project management training.
  • Achieved a 55% improvement in customer response times.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 71% success rate.
  • Achieved a 16% reduction in service delays.
  • Award-winning Roadside Assistant focused on delivering high-quality service while ensuring minimal downtime and maximum client satisfaction.
  • Committed to ensuring complete customer satisfaction, consistently achieving 25% satisfaction ratings through safe and efficient roadside assistance.

Accomplishments

  • Achieved a 5% rate of service call resolution without tow intervention by implementing efficient diagnostic protocols.
  • Performed battery testing and replacements on-site, eliminating the need for tow services in 26% of cases.
  • Assisted in the navigation and use of diagnostic technology, leading to faster repair times and an average cost savings of $11 per repair.
  • Utilized customer feedback to enhance service protocols, increasing overall customer satisfaction to 82%.
  • Recommended and implemented service record documentation software, improving case tracking efficiency by 52%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Kept fleet response tools in excellent working order, minimizing breakdowns and equipment downtime to two years.
  • Improved company’s service completion rate by 56% by initiating real-time coordination between drivers and tow service providers.
  • Promoted services and solutions to customers, achieving an average quarterly sales increase of $15 from cross-sold services.
  • Executed emergency tire changes, battery boosts, and lockout services within an average response time of 6 months, reducing overall downtime for customers.

Affiliations

  • Lions Club
  • Client Relationship Management Networking Group - Active Member since 2024
  • Professional Fleet Services Network Board Member - 2016
  • Vehicle Safety Standards Certification - Received in 2017
  • Part of Local Tow Truck Operators Association - 2022 Onward
  • Fleet Operations Safety Management Member - Enrolled on 2017
  • Automotive Service Association (ASA) Membership - 2015 to Present
  • Fleet Management Certification from Meridian - 2015
  • Professional Roadside Technicians Alliance (PRTA) Annual Conference Attendee - 2017
  • Toastmasters

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • Electric Vehicle Maintenance Certification – method 2018
  • First Aid/CPR Certified
  • Professional Certification in Dispatch & Communication – standard 2018
  • Basic Life Support (BLS) Certification - American Heart Association 2018
  • Portable Fire Extinguisher Training Certification – Meridian 2019
  • Certified Public Accountant
  • Electrical Systems Diagnostics (ASE A6 Certification), 2015
  • Apple Certified Associate (ACA)
  • Certified Professional in Service Dispatching – Vantage 2017

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