Summary

Skilled Call Center Supervisor committed to addressing customer concerns with speed, accuracy and professionalism. Self-motivated, dependable and driven with the ability to adapt to changing environments.

Work History

Work History
Jan 2014 - Present

Call Center Supervisor

Haulotte Group
7+ year's experience Managing the Call Center for Haulotte North America Parts and Service Department Estimates to customer repair machines. Approve credits and debits to customers. Answer warranty questions, and approve warranty claims Take care of escalated customer issues. Troubleshoot machines over phones, and in shop Program CPU's and that are delivered to customers. Assist in documentation layouts for call center. Developing KPI's Also set up customers in our web base parts ordering website "Easy Spare Parts"
Oct 2007 - Present

Technical Support

Haulotte Group
Troubleshoot aerial machines over the phone or in the field. Set third party service companies for service work across the United states. Researched parts for customers. Processed invoices for the service companies. Collected data on serviced aerial lifts. Programming aerial lifts over the phone or in the field. Researched and development on parts manuals and troubleshooting manuals. Assist in software layout for service and parts department.
Apr 2006 - May 2007

Shop supervisor

Carstar Collision Care
Light body work. Managed seven guys in the shop. Handed jobs to each individual for repairs. Inventory the shop for paints and parts. Scheduled customers in for repairs. Inspection of the vehicles coming in and going out and signed off on each vehicle.

Education

Education
2000 - 2004

Archbold High School

Skills

Skills

Dependable Team Player

I pride myself on showing up to work, and getting everyone involved on situations that I have come across.

Parts

Managing the Call Center for Haulotte North America Parts and Service Department. 7+ year's experience in parts and service.

Continuous Improvement

Dedicated to process improvement

Customer Satisfaction

7+ year's experience in a Call Center

Troubleshooting

7+ year's experience in a Call Center troubleshooting electrical, and Hydraulic issues over the phone.

Technical Support

Electrical schematics, hydraulic schematics.

Long-term Customer Relationships

I have been with Haulotte/Bil-Jax for 7+ years I have talked to these customers and they really like to deal with just me because we have the relationship established.

Aerial Lifts

I have been troubleshooting aerial lifts for 7+ years now.

Heavy Equipment

Fluent knowledge in electrical schematics, hydraulic schematics.

Maintenance & Repair

Estimates to customer repair machines. Field service work for local Wal-Mart Equipment.

Developing Skills

In charge of 5 to 6 employees at a time. Improve operations Time studies KPI development Easy Spare Parts development Fluent knowledge in electrical schematics, hydraulic schematics.

Service Coordination

I took over the Call Center on Jan 1, 2014 I have one year experience. We have set targets for the call center to achieve with the momentum we have we succeed.