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Skills

  • Relationship development
  • Multilingual support (Mandarin)
  • Operational cost reduction
  • Customer Retention Improvement
  • KPI monitoring and reporting
  • Supervision
  • Organization
  • Business transactions
  • Field team supervision
  • Project organization

Work Experiences

  • Analyzed service data to identify patterns and trends.
  • Collaborated with sales teams to identify service opportunities, contributing to a 29% boost in upsell revenue.
  • Kept track of sales by entering order data into QuickBooks.
  • Cut downtime.
  • Built strong relationships with key accounts.
  • Contributed to a 11% increase in repeat business.
  • Achieved year-over-year growth of $4.
  • Contributed to a 58% boost in upsell revenue.
  • Achieved a 22% increase in customer retention.
  • Boosted customer Net Promoter Score (NPS) by 18%.

Summaries

  • Successfully managing profitable method routes as a member of the sales team with a lot of experience.
  • Achieved 67% boost in client satisfaction.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Territory Service Manager is a multi-talented Territory Service Manager who is consistently rewarded for planning and operational improvements.
  • Achieved a 46% reduction in incidents.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 14% increase in service revenues.
  • Accomplished Territory Service Manager.
  • Achieved a 21% increase in customer reach.
  • Achieved a 54% improvement in technician performance.

Accomplishments

  • Monitored and controlled a service budget of $7, reducing operational expenses by 15% without compromising service quality.
  • Coached and led a team of 12 technicians, consistently improving service resolution times and lowering operational overhead.
  • Increased territory market share by 34% through targeted customer service initiatives and relationship building.
  • Reviewed and negotiated service agreements, improving contract renewal rates by 31%, contributing to higher retention.
  • Successfully met or exceeded service level agreements (SLAs) for 3 consecutive months, maintaining a customer satisfaction score of 45%.
  • Successfully negotiated supplier agreements, reducing part costs by $11 while improving delivery lead times by 53% days.
  • Developed customized service contracts for key accounts, leading to a 7% increase in annual recurring revenue.
  • Implemented cost-reduction strategies in service operations, achieving 57% savings on labor and resource expenditures.
  • Collaborated with product development teams to provide feedback from the field, improving the overall product reliability by 17%.
  • Boosted customer retention rates by 18% through personalized service solutions and proactive communication strategies.

Affiliations

  • National Institute for Automotive Service Excellence (ASE)
  • Professional Association for Customer Engagement (PACE)
  • Association of Field Service Management Professionals
  • Association for Computing Machinery
  • International Association of Administrative Professionals
  • Freemason
  • Society of Women Engineers
  • Equipment Service Association (ESA)
  • American Management Association (AMA)
  • National Association of Social Workers

Certifications

  • Service Capability & Performance (SCP) Service Manager Certification
  • Certified Public Accountant
  • Certified Technical Service Manager (CTSM) by Brightline
  • Certified Reliability Engineer (CRE)
  • Certified Service Manager (CSM) by Beacon Labs
  • Cisco Certified Network Associate (CCNA)
  • Apple Certified Associate (ACA)
  • Certified Remote Team Leader (CRTL)
  • Certified Customer Experience Professional (CCXP)
  • APICS Certified Supply Chain Professional (CSCP)

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