Customer Service and Support Expert
Dedicated customer service and technical support specialist. Comfortable being the voice and face of the company. firstname.lastname@example.org 847-***-**** Mundelein, IL linkedin.com/in/jeffreydare SKILLS
Customer Relationship Management Leadership Team Building Customer Support Field Service CQI CAPA Process Improvement KPI Development Data Analysis Tableau Admin NetSuite Admin Staff Recruitment Training/Mentoring Personnel Management Efficiency Problem Solving Cross-functional Teams WORK EXPERIENCE
01/2014 – Present
Customer Care Center Manager
RF IDeas Inc.
Responsible for all aspects of customer service, order entry, technical support, IT and phone systems. Installed new phone system to measure and monitor critical call center and support KPI's, resulting in policy and process changes for improved efficiency and responsiveness. Decreased abandonment rate to < 2% and speed to answer to under 6 seconds. Refined and standardized order entry process increasing accuracy to 99.97% perfect orders. Recruit and hire staff. Mentor staff helping them advance. Implemented export control screening practices ensuring 100% compliance. Part of a team that converted business to new ERP/CRM system on time and on budget. Numerous process improvements were realized. Part of team for ISO audits successfully maintaining ISO 9001 certification. Responsible for internal IT audits resulting in no findings. 05/2012 – 01/2014
Service Department Manager
Responsible for internal parts service, new machine build / testing, field service Adjusted scheduling process for improved field support of global customers. Implemented Lean principles in the test and service department resulting in >98% of all parts returned for service being repaired and returned within quoted time frame.
Implemented scrum / swim lane hybrid system for improved efficiency in the production and testing of new machines resulting in 100% on time completion of all new machine testing.
09/2008 – 05/2011
Regional Installation and Service Manager
Responsible for installation and service of the Lifeline product in patient homes for a 5 state region As part of the initial management team, transformed Lifeline business from a contractor based service model to an employee service group. Interviewed, hired, trained and mentored all service team members in the Midwest region. Analyzed the installation process and performed in field training. Average time to install was decreased from 70 mins to 35 minutes, resulting in increased # of units installed with decreased overtime. Achievements/Tasks
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11/2006 – 04/2008
Centralized Technical Program Manager - Acute Dialysis Fresenius Medical Care
Responsible for all field technical service and product delivery aspects of the acute dialysis service in the northern Illinois region Oversight of 25 technicians, 3 technical supervisors, 4 delivery drivers, 1 warehouse associate and 1 warehouse supervisor. Performed internal audits. Company liaison for external audits. Improved audit results until 100% compliance with company, state and federal regulations was the standard.
Performed CQI monthly audit reviews identified opportunities for improvement and took action on them. Met with hospital and nursing home administrators on a regular basis, improving customer relations and company reputation. Performed initial evaluation and provided requirements for dialysis room design for new and prospective customers. Hired additional driver and adjusted routes for 100% on time delivery of machines and supplies. 05/2000 – 11/2006
Technical Support Specialist
In home service and support of dialysis equipment
Performed in home field service resulting in increased machine uptime and patient treatments. Helped the company achieve 501K for new in home daily dialysis machine. improved patient health. Developed and wrote all service department procedures, machine manuals and training material. Served as technical liaison on several cross-functional teams with engineering, quality and senior management resulting in improved machine design, reliability and user interface, which improved the customers treatment experience. Developed training programs and conducted all new technician training and all advanced training. Part of Aksys Advocates. An employee group that worked directly with senior management to help enhance employee moral and motivation. Organized many company outings and groups as well as initiating training programs. EDUCATION
1994 – 1996
US Naval Electronics program
United States Navy