Andrew Maske

Company Overview: A leading Manufacturer of luxury pontoons

• Analyzed competitive landscape to develop key initiatives to drive towards industry best service levels.
• Created the vision for and drove the development of new dealer portal sections for warranty registrations/claims processing.
• Identified and deployed both service and delivery metrics for the company to drive improvements in key areas. Reduced response time by 8 hours.
• Delivered bi-annual dealer surveys to ensure alignment of key goals and deliverables.
• Developed and executed a seasonal support plan focused on service level improvements and employee development.

Company Overview: Leading manufacturer and up-fitter of snow and ice equipment in North America

• Championed and carried out a Work from Home strategy for office employees while maintaining a high level of customer service
• Administering market surveys for Voice of Customer Feedback in multiple channels
• Mapped out & implemented technology initiatives across all locations to improve the customer experience through better access to information
• Improved information flow between our customers as well as between multiple departments utilizing technological solutions
• Developed and Executed a template for On-boarding & Training for new salaried employees
• Developed initiatives and defined processes to ensure financial audit compliance of the customer service team with proper documentation and reporting
• Championed a cross facility support model for resources in preparation of unforeseen facility closures or shortages

Company Overview: One of the largest manufacturers of cabinets in North America

• Led a team of over 50 staff consisting of managers/supervisors, designers, customer service and order processing agents
• Conceptualized & implemented Tiered Technical Support Model for smooth escalation of customer concerns by utilizing cross-departmental support
• Maximized design and customer support through brand cross training
• Brainstormed & implemented a customer service training calendar utilizing key individuals through development plans

Company Overview: A leader in nursing membership publications focused on B2B advertising sales

• Led a team of 13 to provide impeccable customer service to both internal and external customers
• Retained key sales personnel through incentive program enhancements
• Performed all recruitment and hiring functions for the business
• Acted as key contact for all customer escalation issues
• Documented all key publication statistics for distribution
• Created and launched new publication with a new target audience and advertising base
• A leader in nursing membership publications focused on B2B advertising sales