Summary
Overview
Work History
Education
Skills
Interests
Timeline
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CAROL PAYTON

Paoli,IN

Summary

Dynamic Service Manager Administrator at Wright Implement 1 LLC, adept at resolving customer complaints and enhancing service efficiency. Proven track record in team leadership and relationship building, with strong skills in complaint resolution and service scheduling. Successfully reduced service downtime, ensuring high-quality workmanship and customer satisfaction.

Overview

19
19
years of professional experience

Work History

Service Manager Administrator

Wright Implement 1 LLC
05.2012 - 04.2025
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
  • Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Maintained accurate documentation of company policies and procedures for easy reference by all employees.

District Program Coordinator

ORANGE COUNTY SOIL AND WATER DISTRICT
09.2006 - 04.2012
  • Facilitated partnerships with external organizations to complement internal resources, expanding the reach of district initiatives.
  • Developed and executed comprehensive district plans, leading to improved overall performance.
  • Participated in regional conferences or workshops relevant to the field of work; developed new insights into best practices and emerging trends, further enhancing district programming.
  • Oversaw program staff and volunteers, providing training and support to enhance their skills and productivity.
  • Increased community involvement by organizing outreach events and fostering strong relationships with local organizations.
  • Managed budgets and resources efficiently, ensuring the successful implementation of district programs.
  • Maintained detailed records related to program activities, ensuring compliance with organizational policies as well as state or federal mandates.
  • Coordinated the logistics of program-related events, ensuring seamless execution and a positive experience for all attendees.
  • Secured funding through grant writing efforts and networking with potential donors, sustaining essential district programs longterm.
  • Collaborated with stakeholders to establish clear goals and objectives for district programs, maximizing their impact within the community.
  • Served as a liaison between the district office and schools, ensuring clear communication channels to support program success across the board.
  • Designed program implementation and maintenance plan.
  • Interacted well with customers to build connections and nurture relationships.

Education

Associate of Science - ACCOUNTING/ADMINISTRATION

OAKLAND CITY COLLAGE, BEDFORD EXTENSION
BEDFORD, IN

Skills

  • Customer service
  • Computer skills
  • Multitasking and organization
  • Strong work ethic
  • Service estimates
  • Service recommendations
  • Team player mentality
  • Handling customer complaints
  • Complaint resolution
  • Price quoting
  • Goal-oriented mindset
  • Service scheduling
  • Repairs scheduling
  • Customer relationship management
  • Documentation and reporting
  • Records management
  • Data entry
  • Warranty claims process management
  • Cost estimation
  • Quality inspection
  • Service order flow
  • Account management
  • Progress reporting
  • Work order interpretation
  • Conflict resolution
  • Call center operations
  • Bill preparation
  • Relationship building
  • Problem resolution
  • Customer relations
  • Understanding customer needs
  • Work prioritization
  • Calm and professional under pressure
  • MS office
  • Professional telephone demeanor
  • Inbound call management
  • De-escalation techniques
  • Calm under pressure
  • Policies and procedures adherence
  • Multi-line phone talent
  • Transaction processing
  • Account updates
  • Microsoft office
  • Conflict mediation
  • Product knowledge

Interests

  • Volunteering for community initiatives to give back to local communities and make a positive impact
  • Offering time and support to shelters for the homeless, women, and animals
  • Participating in cultural exchange programs and homestays
  • Camping
  • Volunteering
  • Youth Development Programs
  • I enjoy helping others and giving back to the community

Timeline

Service Manager Administrator

Wright Implement 1 LLC
05.2012 - 04.2025

District Program Coordinator

ORANGE COUNTY SOIL AND WATER DISTRICT
09.2006 - 04.2012

Associate of Science - ACCOUNTING/ADMINISTRATION

OAKLAND CITY COLLAGE, BEDFORD EXTENSION

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CAROL PAYTON