Cierra Gerber
Deltona,FL
Summary
Dynamic Service Manager with a proven track record at NuTech National, excelling in team leadership and process implementation. Enhanced customer satisfaction ratings through strategic training and operational improvements, while effectively managing vendor relationships. Skilled in data analytics and conflict resolution, driving productivity and fostering a culture of continuous improvement.
Overview
11
11
years of professional experience
Work History
Service Manager
NuTech NaTional
09.2022 - Current
- Managed daily service operations, ensuring high levels of customer satisfaction and operational efficiency. Managing over 100 incoming emails per day.
- Developed training programs for staff to enhance service delivery and team performance.
- Implemented process improvements that streamlined workflows, reducing response times and increasing productivity.
- Oversaw inventory management, ensuring availability of essential tools and supplies for service teams.
- Coordinated communication between departments to resolve customer issues promptly and effectively.
- Established best practices for service protocols, enhancing consistency across the organization.
- 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.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
- Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
- Spearheaded digital transformation initiative, introducing new software tools to improve service scheduling and customer communication.
Trainer
Criticom Monitoring Services
03.2017 - 09.2022
- Developed and delivered training programs to enhance employee skills and knowledge.
- Conduct webinars for all new & existing dealers for extensive utilization of our website & mobile app
- Assessed training needs through surveys and performance evaluations.
- Created instructional materials and resources for various training initiatives.
- Facilitated workshops that promoted team collaboration and engagement.
- Mentored new trainers, providing guidance on best practices and methodologies.
- Collaborated with management to align training objectives with organizational goals.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Provided coaching and mentoring to employees.
Senior Customer Service Representative
Criticom Monitoring Services
03.2015 - 03.2017
- Led customer support initiatives, enhancing service delivery and client satisfaction.
- Mentored junior representatives, fostering skill development and teamwork in high-pressure environments.
- Performed beta testing for system configuration upgrades, identifying and reporting issues to ensure resolution prior to software deployment.
- Implemented process improvements, reducing response times and increasing operational efficiency.
- Analyzed customer feedback to identify trends and drive service enhancements across departments.
- Resolved complex customer inquiries, providing tailored solutions and maintaining high retention rates.
- Collaborated with cross-functional teams to streamline operations and improve overall service quality.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
Education
High School Diploma -
Freedom High School
Orlando, FL06-2009
Skills
- Team leadership
- Multitasking and organization
- Problem-solving
- Employee training and development
- Conflict resolution
- Time management
- Workflow management
- Team collaboration and leadership
- KPI monitoring
- Quality assurance
- Employee supervision
- Data Analytics
- Process implementation
- Vendor sourcing
- Performance evaluations
- Budget control
- Staff supervision
- Client retention strategies
- Analytical thinking
- Proficient in Microsoft Suite, Zoom, Zoho (CRM/Books/Desk/Inventory), UTC MasterMind, & Compass
Timeline
Service Manager
NuTech NaTional
09.2022 - Current
Trainer
Criticom Monitoring Services
03.2017 - 09.2022
Senior Customer Service Representative
Criticom Monitoring Services
03.2015 - 03.2017
High School Diploma -
Freedom High School