customer service manager resume example with 20+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Summary
Dedicated and detail-oriented Field Technician with 35 years of experience in prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible and goal-oriented team player with expertise in Allen Bradley PLC's, Flame Safety Systems, Combustion Controls, customer relationship management, Instrumentation and process control. Hardworking senior field technician with extensive experience servicing, troubleshooting and repairing equipment. Proficient in analyzing field incident data and reading schematic and blueprint drawings. Identifies problems and uses appropriate resources to find solutions. Quality-minded Senior Field Technician skilled at driving quality improvements. Knowledgeable about handling administrative areas such as inventory management and documentation. Successful at programming and maintaining Allen Bradley SLC5000 PLC equipment and HMI's. Dependable professional with strong background installing, maintaining and repairing systems and components. Maintains equipment safety and performance with in-depth inspections and corrections. Dedicated to quality and always professional. Expert field technician with great technical and mechanical abilities. Resolves faults by troubleshooting, diagnosing and fixing diverse problems. Adapts easily to challenges of each work assignment. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Flexible hard worker ready to learn and contribute to team success.
Skills
Conflict resolution techniques
Client relations and retention
Training programs
Focused on customer satisfaction
Skilled multi-tasker
Product Knowledge
Schedule coordination
Allen Bradley software proficiency
Persuasive
Project management
QA
Management of remote employees
Training and coaching
Quality assurance controls
Customer Service
Meticulous attention to detail
Superior computer skills
Experience
Customer Service Manager, 04/2015 - 08/2017 Altra Holdings, Inc. – Lyon, MS,
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Delivered continuous training to associates to maximize performance and customer relations skills.
Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
Evaluated employee job performance and motivated staff to improve productivity.
Assessed departmental operations to determine areas for customer service improvement and support.
Created training manuals targeted at resolving simple and difficult customer issues.
Recommended improvements to products and services to mitigate complaints.
Assistant Manager Field Service, 02/2013 - 04/2015 Rivian – South San Francisco, CA,
Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
Prioritized and delegated daily work tasks to meet anticipated project goals.
Motivated, led and supported employees to maintain low turnover.
Pitched in to complete various duties during peak periods or employee absences.
Upheld team productivity and quality objectives by setting and maintaining clear benchJessicas for service.
Collaborated with customers to offer solutions to service needs.
Monitored employee performance through analysis of key metrics.
Hired, trained and developed service department staff to drive performance.
Adhered to customer service standards to foster satisfaction and retention.
Defined department objectives and monitored performance to facilitate operations.
Informed and educated department employees on changes from management.
Delivered positive reinforcement and constructive criticism for employee work efforts.
Inspected completed work to assess quality and identify skill gaps.
Established and enforced clear safety policies to protect workers from injury.
Eliminated knowledge gaps by managing continuous training and mentoring strategies for new and junior personnel.
Investigated accidents and injuries, preparing reports on findings.
Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.
Field Service Job Coordinator, 01/2009 - 02/2013 White Castle – Tempe, AZ,
Contributed to business growth by confirming customer satisfaction with service and quality.
Monitored documentation procedures to maintain consistent policies and current records.
Recognized by supervisor for maintaining accurate and timely records despite heavy caseload.
Partnered with clients to develop reachable goals and reasonable action lists for individualized service plans.
Established quality standards for service team members and evaluated progress.
Delivered positive reinforcement and constructive criticism for employee work efforts.
Established and enforced clear safety policies to protect workers from injury.
Monitored employee work levels and optimized performance with strategic approaches.
Researched and provided timely resolution to service discrepancies.
Eliminated knowledge gaps by managing continuous training and mentoring strategies for new and junior personnel.
Investigated accidents and injuries, preparing reports on findings.
Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.
Quality Control Technician, 03/2004 - 01/2009 Johnson Controls, Inc. – Fort Myers, FL,
Provided quality support to ensure that products met quality standards and customer requirements.
Completed routine inspections of components and products to fulfill quality assurance requirements.
Monitored daily performance of production team to identify and address issues affecting quality product output.
Performed visual and dimensional inspections on manufactured parts.
Compared samples to standards and specifications by performing detailed measurements and tests.
Monitored and upheld safe operating procedures and clean area mandates to meet regulatory requirements.
Conducted frequent quality and compliance reviews of production work.
Assisted with correcting systemic problems in order to eliminate errors.
Senior Field Service Technician, 05/1988 - 02/2004 American Electric Power – Quitaque, TX,
Effectively diagnosed technical problems and resolved errors.
Submitted reports to supervisor following field visits.
Delivered outstanding customer service on field visits to meet corporate guidelines.
Operated hand tools and power equipment according to corporate safety procedures.
Minimized customer callbacks and equipment failure by reviewing job upon completion.
Safely drove company's vehicle and used field automation systems.
Observed field safety protocols to prevent injuries and accidents.
Communicated with vendors, upper management and peers.
Mentored and trained new employees on processes, flow and safety procedures.
Trained customers on equipment after installation.
Oversaw onsite and offsite maintenance, repair and installation jobs.
Performed annual and preventive system service maintenance.
Diagnosed and repaired mechanical issues according to industry standards.
Inspected drives, motors and belts to complete comprehensive maintenance.
Handled telephone support calls to determine issues and provide solutions.
Disassembled and reassembled hydraulic, pneumatic and mechanical equipment for inspection.
Explained and recommended service options to customers and detailed costs.
Calibrated instruments, controls and equipment to test function and evaluate performance.
Reviewed blueprints and manuals to repair and restore optimal functionality.
Analyzed equipment data to isolate and diagnose faults.
Specialized in support systems, inspections and detailed repairs to achieve operational efficiency.
Leveraged equipment to complete tests, maintenance, repairs and overhauls.
Instrument Technician, 01/1985 - 05/1988 American Electric Power – Saint Clairsville, OH,
Troubleshot and provided corrective maintenance on process equipment and control elements.
Repaired and adjusted system components by removing and replacing defective parts.
Understood and worked from prints, drawings, graphs, charts and instruction technical manuals to make necessary adjustments and repairs.
Developed strategies to extend life of older equipment no longer supported by manufacturers.
Recommended and communicated changes and improvements in preventive maintenance and maintenance schedules.
Adhered to safety and environmental requirements for pulp & paper mills.
Replaced worn and defective components to maintain optimal performance.
Diagnosed faults by applying functional expertise and troubleshooting issues to isolate root causes.
Identified and corrected defects such as loose connections, frayed wires and insufficient insulation.
Installed electrical equipment, units and systems based on careful review of technical documentation.
Maintained optimal spare parts inventory to meet expected installation and repair demands.
Set up, calibrated and tested industrial electrical equipment to assess functionality for planned uses.
Read and interpreted technical manuals, drawings and schematics to make accurate repair decisions.
Performed preventive, predictive and corrective maintenance to keep machinery running at optimal levels.
Demonstrated professional attitude and exemplary composure in every internal and customer interaction to promote collaboration and team success.
Examined on-site electrical systems and equipment to identify faults and devise design corrections.
Set up and operated specialized or standard test equipment to diagnose, test or analyze performance of electronic components, assemblies or systems.
Installed and updated wiring, programmable logic controllers and AC/DC drives.
Inspected newly installed equipment to adjust operating problems.
Checked conformance to engineering principles and design specifications.
Handled trouble calls on production and processing equipment and facilities.
Leveraged outstanding communication, interpersonal and people skills to work well with clients.
Troubleshot and provided corrective maintenance on process equipment and control elements.
Calibrated numerous types of process equipment and control elements, including Fisher Porter, Rosemount and Foxboro.
Repaired and adjusted system components by removing and replacing defective parts.
Understood and worked from prints, drawings, graphs, charts and instruction technical manuals to make necessary adjustments and repairs.
Recommended and communicated changes and improvements in preventive maintenance and maintenance schedules.
Inspected, evaluated and determined necessary modifications or performed simple repairs of water and wastewater systems.
Adhered to safety and environmental requirements for water and wastewater industry.
Replaced worn and defective components to maintain optimal performance.
Diagnosed faults by applying functional expertise and troubleshooting issues to isolate root causes.
Identified and corrected defects such as loose connections, frayed wires and insufficient insulation.
Maintained optimal spare parts inventory to meet expected installation and repair demands.
Coordinated effective preventive maintenance schedules, including checking and cleaning parts such as seals and gaskets.
Read and interpreted technical manuals, drawings and schematics to make accurate repair decisions.
Performed preventive, predictive and corrective maintenance to keep machinery running at optimal levels.
Demonstrated professional attitude and exemplary composure in every internal and customer interaction to promote collaboration and team success.
Examined on-site electrical systems and equipment to identify faults and devise design corrections.
Field Technician, 06/1980 - 04/1983 ECA, Fireye – City, STATE,
Applied company safety policies consistently when performing daily tasks.
Kept all equipment running by paying close attention to signs of issues and completing quality repairs.
Communicated across departments regarding equipment status, issues and resolutions.
Performed annual and preventive system service maintenance.
Traveled to 3 to 4 field locations per month to evaluate equipment and performance.
Identified and resolved complex problems that impact project direction.
Enhanced customer satisfaction ratings by efficiently resolving technical, on-site and account issues.
Performed electrical check out on Burner Management Systems and flame detectors. Tested logic via simulation testing.
Leveraged technical knowledge and equipment operations experience to complete effective repairs.
Promoted accuracy through proper equipment application, compatibility, mounting techniques, programming and testing.
Calibrated instruments, controls and equipment to test function and evaluate performance.
Reduced process gaps by effectively training operators on equipment usage best practices.
Interpreted, diagnosed, repaired and wrote ladder logic utilizing controls.
Education and Training
Associate of Science: Industrial Electricity, Expected in 06/1976 - New Hampshire Tech - Manchester, NH, GPA: Status -
Associate of Science: Digital Electronics, Expected in 06/1981 - Hesser College - Manchester, NH, GPA: Status -
Accomplishments
As assistant manager of the field service department, I was the only manager in the company that always got all 24 of my employee annual reviews in on time.
I also received more spot bonuses than any other employee over the years for going above and beyond what was expected of me and for contributing to the overall success of the company.
I received a "Meets and Exceeds Expectations" on all of my annual reviews.
Consistently maintained high customer satisfaction ratings.
Promoted to Manager of Customer Service due to excellent customer relations and solving difficult field engineering problems that achieved large repeat orders for equipment.
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