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Skills

  • Cross-functional team collaboration
  • Product organization
  • Quality control
  • Client relationship building
  • Microsoft Office expertise
  • Technologically savvy
  • Call center experience
  • Cross-functional collaboration
  • Complex problem-solving
  • In-store support

Work Experiences

  • Handled the needs of up to 11 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Was in charge of maintaining accurate and adequate cash and inventory balances.
  • Customers were contacted about service upgrades, new procedure services, and account changes.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Exceeded three years service goals using customer service, sales, and employee management best practices.
  • Completed a variety of tasks to meet the needs of customers, such as processing and issuing money orders, managing returns and exchanges, and logging daily shipments on a daily basis.
  • Maintained a calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Lead on-site and off-site customer support teams across multiple time zones.
  • Collaborated with managers to create service improvement plans.

Summaries

  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Team player who is efficient, well-organized, and service-oriented, with a focus on keeping customers happy and exceeding sales and support goals.
  • Effective Senior Field Service Representative with 11 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • In a frantic call center environment, well-trained and composed.
  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.

Accomplishments

  • Optimized the scheduling process for field technicians, reducing travel costs by 3 and increasing team efficiency by 28%.
  • Created and maintained detailed technical documentation for Workday, enabling faster training for junior technicians and reducing onboarding time by 16 hours.
  • Collaborated with product developers and quality assurance teams to provide actionable field data, contributing to a 61% reliability improvement in Salesforce.
  • Utilized remote diagnostics to resolve 33% of technical issues without the need for on-site visits, enhancing overall operational efficiency.
  • Assisted with beta testing of metric, identifying critical issues that led to a 52% improvement in final product readiness.
  • Played a pivotal role in client relationship management, securing a renewal rate of 39% for ongoing service contracts with Cedar Works.
  • Performed root cause analysis on recurring equipment failures, assisting product development teams to enhance the durability of Workday.
  • Led continuous improvement projects that enhanced service delivery KPIs by 29% within 5 months.
  • Spearheaded the successful transition of Salesforce, reducing client disruptions by 83% during changeovers.
  • Consistently exceeded service-level agreements (SLAs) by 27% through prompt and accurate troubleshooting of client equipment.

Affiliations

  • Participant, Lean Six Sigma Project for Field Services – Ironclad Systems – 2019
  • Instructor, Onsite standard Technician Certification Training – 2022
  • Completed Annual Field Service Professional Development Program for Asana – 2023
  • Certified Field Operational Management Specialist (CFOMS) – 2022
  • Accredited Field Maintenance Manager (AFMM) – 2018-Present
  • Certified in Emergency Field Service Management (EFSM) – 2023
  • Completed Certified Equipment Performance Analyst Program – Meridian – 2015
  • Member, International Maintenance Institute (IMI) – 2024-Present
  • Leadership Graduate in Equipment Diagnostics from Meridian – 2023
  • Group Leader, Regional Field Technicians Network (FTN) – 2023-Present

Certifications

  • Certified Service Management Professional (CSMP)
  • Lean Manufacturing Certificate
  • CompTIA Security+
  • Association for Project Management (APM)
  • Heavy Equipment Technician Certification (HETC)
  • CompTIA Network+
  • Certified Maintenance Manager (CMM)
  • American Academy of Financial Management (AAFM)
  • Certified Machinery Lubrication Technician (MLT I)
  • Certified Business Analysis Professional (CBAP)

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