Summary
Overview
Work History
Education
Skills
Timeline
Generic

Benjamin Roadcap

Pine Grove

Summary

Leveraged strong mechanical skills to enhance customer satisfaction and loyalty, effectively resolving complaints and optimizing service delivery. Committed to maintaining high-quality standards and fostering positive client relationships.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

Forge Mechanical
03.2025 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Technician/Manager

Royal Forklift Service
10.2018 - 03.2025
  • Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
  • Trained new technicians on standard operating procedures, ensuring consistency across the team.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
  • Optimized system performance thorough testing and analysis.
  • Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
  • Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
  • Reduced response times to technical issues, implementing prioritized troubleshooting protocol.
  • Increased equipment lifespan, performing preventive maintenance and timely repairs.
  • Diagnosed and repaired problems with electrical and mechanical systems.
  • Tested systems, noting issues and completing preventive maintenance.
  • Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
  • Managed maintenance activities, supervised staff, and inspected equipment.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.

Technician

Eastern Lift Truck Co
04.2016 - 10.2018
  • Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
  • Conducted root cause analyses for recurring technical issues, minimizing future disruptions.
  • Streamlined processes by implementing efficient workflows and improving technician training programs.
  • Enhanced team productivity with thorough training on new technologies and procedures.
  • Improved customer satisfaction, swiftly addressing and resolving technical inquiries and issues.

Technician

Lift Inc
03.2011 - 04.2016
  • Optimized network performance, conducting regular updates and patches to software systems.
  • Achieved significant energy savings by installing and maintaining energy-efficient systems.
  • Conducted detailed diagnostics to identify issues, leading to decrease in system downtimes.
  • Worked with diverse types of weather and ground conditions.
  • Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
  • Inspected, evaluated and calibrated electrical and mechanical systems and components.
  • Demonstrated to customers proper methods for operating equipment after it had been installed.
  • Checked, repaired and repacked survival equipment to meet specifications.

Education

Gender Studies

Blue Mountain School District
Schuylkill Haven, PA
06-1997

Skills

  • Customer service
  • Active listening
  • Customer relations
  • Problem resolution
  • Relationship building
  • Conflict resolution
  • Complaint handling
  • Complaint resolution
  • Client relations
  • Customer satisfaction measurement
  • Scheduling
  • Follow-up skills
  • Welding
  • Mechanical skills
  • Call management
  • Product knowledge
  • Documentation
  • Prioritization
  • Building rapport
  • Quality control
  • Customer education
  • Route management

Timeline

Customer Service Representative

Forge Mechanical
03.2025 - Current

Technician/Manager

Royal Forklift Service
10.2018 - 03.2025

Technician

Eastern Lift Truck Co
04.2016 - 10.2018

Technician

Lift Inc
03.2011 - 04.2016

Gender Studies

Blue Mountain School District

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