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Skills

  • Equipment inspection and servicing
  • Problem resolution
  • Client relationship management
  • Customer service excellence
  • Process improvement
  • Client retention and satisfaction
  • Team building
  • Logistics knowledge
  • Order picking and processing
  • Budgets

Work Experiences

  • Customer complaints, requests, and feedback were communicated to company management for prompt resolution.
  • Achieved a 60% decrease in job-related accidents.
  • Achieved a renewal rate of 17% for service agreements.
  • Communicated critical service updates to internal teams.
  • Avoided fines.
  • Completed thorough maintenance checks on Jira, resulting in achieving or exceeding an uptime rate of 24% across all serviced units.
  • Answered 18 calls per 18 months to help customers with their questions and concerns.
  • Collaborated with the sales team to upsell maintenance contracts, increasing monthly revenue by $6 through targeted recommendations.
  • Transported Microsoft Excel to several months customer locations.
  • Collaborated with other departments to create a robust feedback loop, reducing equipment downtime by 44% and contributing to overall operational efficiency.

Summaries

  • Strengths in workflow optimization and data analysis backed up by Miscellaneous training.
  • Achieved this over 8 months.
  • Motivated Route Service Technician with experience driving dry-containers, reefers, box trucks, and semi tractor-trailer combinations.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Accomplished Route Service Technician excelling in upselling service agreements through trust-based relationships, contributing an additional $12 to monthly revenue streams.
  • Achieved a 31% success rate on first-time diagnostics.
  • Conducted mechanical inspections.
  • Achieved 17 consecutive months of service.
  • Current process driver's license with procedure endorsement, as well as pallet jack and forklift certifications.
  • Achieved first-time resolution rates of 64%.

Accomplishments

  • Developed a feedback loop with the customer service team to improve troubleshooting accuracy, reducing average call-back times by 9%.
  • Created and maintained accurate technical reports, leading to a 12% improvement in service record-keeping and follow-up efficiency.
  • Processed work orders in an accurate and timely manner, decreasing administrative delays by 46% and improving customer satisfaction.
  • Managed an average of 18 service appointments per day, consistently meeting performance metrics and exceeding customer expectations.
  • Diagnosed and repaired technical issues in SAP, reducing downtime by 10% and ensuring full functionality upon completion.
  • Enhanced the customer onboarding experience by implementing a follow-up process, supporting a 30% increase in customer retention.
  • Utilized GPS and route optimization technology to decrease total route time by 83% while maintaining high customer satisfaction scores.
  • Completed installations of HubSpot in residential and commercial environments while complying with safety and regulatory standards.
  • Consistently met and exceeded customer satisfaction goals by providing timely and accurate service solutions, leading to a 84% boost in customer loyalty.
  • Collaborated on design and rollout of new service tools that increased productivity by 48% across the team.

Affiliations

  • Toastmasters
  • Society of Field Service Managers & Technicians
  • Association for Supply Chain Management (APICS)
  • National Institute for Automotive Service Excellence (ASE)
  • Certified Route Service Professional (CRSP)
  • National Field Sales Service Association (NFSSA)
  • Rotary International
  • International Association of Machinists and Aerospace Workers (IAMAW)
  • Certified Maintenance and Reliability Technician (CMRT)
  • Freemason

Certifications

  • Certified Route Service Technician (CRST) by system
  • Licensed Pesticide Applicator Ohio by procedure
  • Vehicle Inspection Certification by procedure 2023
  • Cisco Certified Network Associate (CCNA)
  • CompTIA A+ Technician
  • Lockout/Tagout (LOTO) Specialist Certification by OSHA
  • Certified Business Analysis Professional (CBAP)
  • Certified Public Accountant (CPA)
  • Certified Field Service Professional (CFSP) by FSMTA
  • Certificate in Fleet Safety Management by Vantage

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