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Skills

  • Customer retention strategy development
  • Attrition management
  • First-time resolution improvement
  • CRM systems proficiency
  • Conflict resolution within teams
  • Operational improvement
  • Inventory management
  • Budget Management and Cost Control
  • Continuous improvement methodologies
  • Data Analysis for Service Performance

Work Experiences

  • Achieved 70% faster parts availability.
  • Achieved industry recognition for service management techniques.
  • Used Jira to compile data gathered from various sources.
  • Management recognized me for providing outstanding customer service.
  • Consistently surpassed service department performance goals, exceeding revenue targets by 32% annually for 6 years straight.
  • Collaborated with HR to develop a custom onboarding program for new hires, reducing time-to-productivity by 9 weeks.
  • Increased customer satisfaction by coming up with new ways to solve problems.
  • Saved money by developing functional solutions to metric problems.
  • Consolidated and streamlined department SOPs, reducing task redundancy and cutting average task duration by 58% minutes per instance.
  • Achieved industry recognition for innovative service management techniques, winning Employee of the Year in 2023.

Summaries

  • Motivating leader who has built and managed framework teams in the past.
  • Active leader with excellent communication and collaboration skills.
  • Achieved 80% customer satisfaction improvement.
  • Strategic planning in initiative settings and strategic planning in vendor management settings.
  • Initiative, program, and procedure are all available.
  • Student pursuing a Retail degree who is eager to contribute developed knowledge in the role of Service Department Manager.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Strong technical skills and experience in vendor management.
  • Metric and system have a proven track record.
  • Achieved 36% of set milestones.

Accomplishments

  • Reengineered service workflows which reduced overall department costs by 20%, while increasing productivity by 43%.
  • Led negotiations for updated supplier contracts that resulted in 6 new key partnerships, enhancing the parts inventory.
  • Pioneered customer onboarding strategies that led to an increase in repeat service bookings and a customer lifetime value improvement of 51%.
  • Improved warranty service process, reducing claims processing time by 8 days and increasing customer satisfaction by 58%.
  • Developed and enforced SOPs (Standard Operating Procedures) to ensure consistent service quality, achieving a CSAT score of 54%.
  • Implemented a predictive maintenance program that lowered unexpected equipment breakdowns by 24%, increasing client uptime duration.
  • Negotiated service contracts with key accounts that resulted in a 15% increase in recurring revenue for the company.
  • Directed a successful department-wide initiative to reduce overtime hours by optimizing workflows, saving the company $69,000 annually.
  • Established a service quality control initiative, which reduced rework by 47% and improved overall client satisfaction.
  • Formulated a strategic customer retention plan that decreased churn by 28% over a method period.

Affiliations

  • Certified Cloud Service Frameworks Professional (CSFP) with experience in implementing cloud-based tool improvements
  • Completed coursework from the Institute of Management Studies (IMS) with a focus on advanced service resolutions and complaint management
  • Engaged in Atlanta Service Management Forum to expand professional network and share best practices
  • Engaged as a board member in the Service Leadership Academy in Boston, focusing on reducing customer complaints through improved workflows
  • Affiliated with the National Utility Contractors Association (NUCA), focusing on vendor negotiation strategies and service management innovations
  • Certified Professional Service Manager (CPSM) certification acquired in 2016
  • Advisory member, Customer Satisfaction Subcommittee, conducted research on satisfaction metrics and trends for report published in 2019
  • Attended the Annual Customer Experience Conference, 2021, for service department managers
  • Member, National Service Managers Association (NSMA) since 2021
  • Took part in the American Marketing Association (AMA) service delivery panel on customer retention and satisfaction strategies

Certifications

  • Advanced Product Quality Planning (APQP) Certification
  • Certified Supply Chain Professional (CSCP) – APICS
  • Reliability and Maintainability Professional Certification - University of Tennessee
  • CAPM (Certified Associate in Project Management) - procedure
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Operations Manager (COM) - Cedar Works
  • American Academy of Financial Management (AAFM)
  • Lean Six Sigma Green Belt Certification – Summit Group
  • Quality Management System (QMS) Lead Auditor Certification - ISO 9001
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) – ASQ

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