Public Information Officer Resume Example

• Planned and executed all aspects of a highly rated performance team.
• Evaluated effectiveness of training by surveying trainees and managers and collecting before-and after-data showing training impact.
• Conducted analysis to address fixed right the first time which led to a highly positive customer service satisfaction rate.
• Effectively controlled the release of proprietary and confidential information for general client lists.
• Collaborated with customers to discuss service needs and offer available solutions.
• Model expected customer service standards to promote customer satisfaction, loyalty and retention.
• Defined department objectives and monitored performance.
• Hired, trained, developed and monitored performance of service department staff.
• Established and oversaw department budgets for expenditures, materials and labor.

• Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
• Established, enforced and updated policies keeping business agile and responsive to changing market conditions.
• Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
• Assessed, optimized and elevated operations to target current and expected demands.

• Model expected customer service standards to promote customer satisfaction, loyalty and retention.

Directed team of service professionals focused on Fixed right the first time to improve productivity, by preparing monthly forecast and control performance department.

• Directed team of service professionals focused on the highest CSI rating along with the lowest in return repair vehicles.
• Maintained extremely low employee turnover through motivating leadership and employee support.
• Forecasted goals and objectives for department and monitored employees' task progression for adherence to deadlines.
• Established and oversaw department budgets for expenditures, materials and labor.
• Created employee work schedules to keep all shifts properly staffed.
• Resolved order discrepancies through research and ordering to keep inventory properly stocked and alleviate possible backordered items.
• Resolved customers issues by providing timely and effective solutions.
• Collaborated with customers to discuss service needs and offer available solutions.
• Communicated changes from management to inform and educate department employees.
• Recruited, hired and mentored service department personnel.
• Oversaw service department budget and informed management of discrepancies.
• Addressed order discrepancies and provided timely resolution.
• Monitored employee performance through effective data analysis of efficiency and key metrics.