Technical Support Representative skilled at resolving complex customer service issues in a timely manner. Parts, Sales and Service Manager with 18 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills. An outstanding Personnel Manager adept at developing customer relationships
looking for an opportunity to bring exceptional team-building skills to a management position in a vibrant customer service department.
Vast technical knowledge
Exceptional telephone etiquette
Patient and diligent
Certified Snowmobile and ATV tech.
DHCP/DNS Ethernet and Firewall proficient
Accomplished with mobile devices
Top representative in department with customer satisfaction surpassing 98%.
Received award for customer service recognition, CSI Certification, and ability to work well with the other team members. Promoted to Customer Service Manager.
Fabricator Welder June 2017 to CurrentLifewater Engineering Company － Fairbanks, AKCopolymer Polypropylene welding and fabricating everything from arctic grade tanks to high performance boats.
Service Manager September 2011 to May 2017Delta Powersports － Delta Junction, AKManaged team of four full time technicians. Took in service work and assigned to appropriate technicians. Took all the service calls and offered support through the phone. Oversaw all service operations and communicated to customers status updates on their repair throughout the process.
Sales Manager September 2008 to May 2011Tanana Adventure Sports － Delta Junction, AKLed sales calls with team members to establish sales and customer retention goals. Determined merchandise price schedules and discount rates. Monitored customer preferences to determine focus of sales efforts. Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills. Wrote sales slips and sales contracts. Maintained friendly and professional customer interactions. Shared product knowledge with customers while making personal recommendations.
UST Class A, B, and C Operator June 1999 to September 2013Tanana Trading Post － Delta Junction, AK
Operated Underground Storage Tank (UST) at a Petrol Service Center and all of the requirements for maintaining and problem-solving computer systems as well as day-to-day tasks.
Trained new employees and explained protocols clearly and efficiently.
Developed and maintained technical expertise in UST as well as setup and deployment of several different computerized Point of Sale software packages.
Implemented protocols for obtaining a passing monthly, yearly, and three year inspection on all systems of the UST including interstitial leak detection and monitoring of all sensors on a regular basis.
Parts Manager June 1998 to August 2013Tanana Adventure Sports － Big Delta, AlaskaMaintained knowledge of current promotions, policies regarding payment and exchanges, and security practices. Placed special orders and called other stores to find desired items. Computed sales prices, total purchases and processed payments. Recommended merchandise based on customer needs. Operated a cash register to process cash, check and credit card transactions. Guided customers in choosing items that reflected personal style and shape. Administered all point of sale opening and closing procedures. Facilitated monthly and quarterly physical inventory counts. Explained information about the quality, value and style of products to influence customer buying decisions. Replenished floor stock and processed shipments to ensure product availability for customers.
IT Administrator June 1998 to May 2017Delta Powersports － Delta Junction, AlaskaProvided base level IT support to company personnel. Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Built and maintained successful relationships with service providers, dealers and consumers. Maintained composure and patience in face of difficult customer situations. Trained new employees and explained protocols clearly and efficiently. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Informed customers about issue resolution progress. Provided thorough support and problem resolution for customers. Managed IT setup and service requests for day to day activities around parts, sales, service, and accounting personnel. Diligently followed up with customers about existing orders. Maintained a calm, professional demeanor when faced with high demand, high volume workloads. Devised workarounds for problems. Assisted in process refinement to improve customer service and support. Created new account, reset passwords and configured access for users.
High School Diploma : 1998Whitestone High － Delta Junction, AK, USA