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Skills

  • Inbound and outbound calling
  • Technical report writing
  • Contract development
  • Customer relations
  • Clerical support
  • Call center experience
  • Data evaluation
  • Quality control
  • Transportation solution development
  • Shipping and receiving understanding

Work Experiences

  • Kept track of requests, problems, and solutions by documenting conversations with customers.
  • Provided senior management with detailed monthly departmental reports and updates.
  • Prepared and sold a diverse range of customized merchandise to both individuals and businesses.
  • Helped customers with their questions and concerns, which resulted in a 13% reduction in complaint calls.
  • Handled the needs of up to 11 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Conducted customer interviews for initiative issues and provided feedback to the management team.
  • Expressed gratitude for the business and invited and encouraged customers to return.
  • Answered 17 daily phone calls in order to efficiently resolve method customer issues.
  • Provided translation services for a 18-person team to meet the needs of Japanese-speaking customers.
  • 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.

Summaries

  • To meet service quotas, maintain a smooth workflow and maximize team strengths.
  • Effective at dealing with people in stressful and confusing situations in order to address benefits needs and navigate the structures of program agencies.
  • Dedicated to identifying and implementing effective solutions that enhance customer relationships.
  • Customer Service Representative with extensive experience in the initiative industry who is friendly and dedicated.
  • Tableau expert who excels at meeting and exceeding sales targets.
  • Senior Field Service Representative is an energetic and dependable Senior Field Service Representative who has been well-trained and excels in high-end merchandise environments.
  • Expertise in insurance products, service, and customer needs has been demonstrated.
  • Senior Field Service Representative who is technologically savvy and has demonstrated customer service, time management, and multitasking abilities.
  • Capable Senior Field Service Representative who understands how to manage procedure routes while providing excellent customer service.
  • Professional with a strong understanding of how to solve customer problems efficiently and civilly.

Accomplishments

  • Spearheaded the successful transition of Salesforce, reducing client disruptions by 83% during changeovers.
  • Led a team of 14 technicians to complete a seamless installation of Asana at Lakeside Partners, reducing project downtime by 47%.
  • Utilized remote diagnostics to resolve 33% of technical issues without the need for on-site visits, enhancing overall operational efficiency.
  • Acted as the primary point of contact between field teams and engineering, speeding up technical troubleshooting processes by 61%.
  • Applied expert knowledge of ServiceNow to resolve complex on-site issues, increasing customer retention by 62% % within 18 months.
  • Participated in cross-departmental workshops that led to the implementation of new service protocols, decreasing customer downtime by 73%.
  • Devised solutions for procedure, reducing average troubleshooting time for Power BI by 51%.
  • Recognized with Excellence Award in 2022 for consistently achieving top-tier customer satisfaction and service quality.
  • Assisted with beta testing of metric, identifying critical issues that led to a 52% improvement in final product readiness.
  • Successfully streamlined equipment deployment for Ironclad Systems, resulting in savings of 13 in operational costs.

Affiliations

  • Affiliate Member, Society of Maintenance and Reliability Professionals (SMRP) – 2022-Present
  • Participant, Lean Six Sigma Project for Field Services – Ironclad Systems – 2019
  • Completed Annual Field Service Professional Development Program for Asana – 2023
  • Member, National Equipment Maintenance Professionals (NEMP) – 2019-Present
  • Certified Maintenance and Reliability Professional (CMRP) – 2017-Present
  • Graduated from Senior Field Service Leadership Academy – Jira – 2022
  • Coordinator, Technical Issue Resolution Committee – Brightline – 2021
  • Member, Association for Facilities Management Expertise (AFME) – 2017
  • Advanced Leadership Development Program for Senior Field Engineers – Harbor & Co. – 2018
  • Certified in Emergency Field Service Management (EFSM) – 2023

Certifications

  • Certified Maintenance Manager (CMM)
  • Project Management Professional (PMP)
  • Service Manager Certification (SMC)
  • SAP Certified Application Associate
  • Certified Reliability Leader (CRL)
  • Certified Maintenance & Reliability Technician (CMRT)
  • Apple Certified Associate (ACA)
  • HVAC Field Service Specialist Certification
  • International Society of Automation (ISA) Certified Control Systems Technician (CCST)
  • Certified Public Accountant (CPA)

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