Customer Service Technical Support

*********@***.*** ~ 574-***-****

Objective: To leverage my experience in Customer Service, Technical Support, Project Management and Warehouse Management to contribute to the growth and success of a quality-driven organization.

WORK EXPERIENCE

Forest River Inc.com

Middlebury, IN

2017- Current

Owner Relations Manager

Lead, supervise, and mentor a team of four representatives responsible for handling escalated cases, including pre-legal and legal cases. Collaborate closely with legal counsel to achieve optimal outcomes in all cases. Manage complex cases that cannot be resolved by phone technicians within a reasonable timeframe. Coordinate directly with vendor representatives to address escalated issues related to our products ensuring the best possible solutions are provided. Oversee and respond to all communications from the Attorney General, Better Business Bureau (BBB), and direct letters from retail owners. Created a company-wide codified parts catalog with standardized parts numbers to help systematize ordering, improve parts identification, and allow for cross-compatible item checks. Spearheaded the building of the Forest River Dealer Service Technical School. Working closely with local vendors, we designed a cost-effective and efficient training program that counted towards RVIA certification. The goal was to provide comprehensive, hands-on education for RV technicians while ensuring the training was both practical and accessible to the industry and this goal was accomplished within two years.

Lippert Components Inc.

Middlebury, IN

2007-2017

Consumer Affairs Specialist

Lead, supervised, and mentored a team of four representatives responsible for handling escalated cases, including pre-legal and legal cases. Collaborated closely with legal counsel to achieve optimal outcomes in all cases. Managed complex cases that could not be resolved by phone technicians within a reasonable timeframe. Worked directly with representatives from all OEMs (Original Equipment Manufacturers) to address escalated issues involving LCI components, ensuring prompt and effective solutions. Oversaw and responded to all communications from the Attorney General, Better Business Bureau (BBB), and directed letters from retail owners. Acted as a personal liaison to three specific OEMs, meeting weekly to resolve ongoing and new issues in the most efficient manner.

Customer Service Coordinator

Supervisor for service & warranty

Supervised a team of 20 employees across call center and field operations, managed all service and warranty coverage, including but not limited to axles, chassis, hydraulics, slides, furniture, and bedding. Scheduled team members to ensure adequate coverage for ongoing projects, including email management, emergency road service, updating operations manuals, and 24-hour phone coverage. Served as the primary contact for manufacturers with priority issues, ensuring timely resolution of concerns. Maintained daily, weekly, and monthly reports related to service procedures, call volume, and scheduling/logistics. Acted as the primary liaison for disgruntled manufacturers, service shops, and retail owners, handling all pre-legal conversations and correspondence. Served as the legal liaison and primary point of contact for OEMs on escalated issues. Developed and maintained a training schedule for service technicians to keep them up-to-date with design changes and new products. Oversaw logistics for LCI field service technicians, including coordinating appointments, parts shipments, and other related tasks.

Accounts Manager, Monaco/Holiday Rambler,

Elkhart, IN

2002-2007

Phone Service Technician

Managed all “HRTECH” for Monaco Service, including email and internet relations, alongside regular phone duties. Assisted with teaching some classes for Monaco Technical School, sharing expertise and training with new technicians. Started at Monaco as a Parts Representative, developing an excellent working knowledge of the parts department and practices.

Press Ganey

South Bend, IN 2001

Customer Service

Monitored incoming information related to clients’ various contracts to ensure accurate and timely processing. Set up contracts and generated detailed reports for clients, ensuring alignment with their needs and objectives. Researched clients’ business practices to identity opportunities for improving operational qualify and costs-effectiveness. Contributed to sales efforts by providing valuable insights and recommendations that support client’s goals.

Coachmen

Middlebury, IN

1999-2000

Customer service

Acted as the primary liaison between vendor and clients, facilitating the ordering of parts and equipment to ensure timely and accurate delivery.

EDUCATION

Indiana University, South Bend 2007 Assoc.Theology, B. A. Business

U.S. Marines 1989-1995, Telecommunications, Recon/Infantry, Training and Supervision, Logistics

STRENGTHS

Highly thorough with a strong attention to detail, capable of managing multiple tasks simultaneously. Able to lead teams effectively or follow directions with equal proficiency, adapting to any role as needed. Remain calm and level-headed in all situations, maintaining professionalism and not taking customer dissatisfaction personally. Proficient in Microsoft Word, Excel, UPS WorldShip, and Navision-based software, with experience in logistics, production, customer service, wholesale, and retail sales. Skilled in managing a multi-level phone system, including call routing and cloud management.

MICHAEL LOCKE

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