Clifton Lee Nickell
Winfield,KS
Summary
Accomplished Customer Service Manager at Textron Aviation with a proven track record in conflict resolution and service strategy development. Leveraged strong product knowledge to enhance customer satisfaction and drive improvements based on feedback analysis. Demonstrated leadership in collaborating with teams to elevate service quality and effectively resolve complex customer inquiries.
Overview
21
21
years of professional experience
Work History
Customer Service Manager Sr.
Textron Aviation
Wichita, KS
01.2019 - Current
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided exceptional customer service to ensure customer satisfaction.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Customer Service Representative
Textron Aviation
Wichita, KS
01.2013 - Current
- Promoted to CSR for Raytheon/Beechcraft.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided exceptional customer service to ensure customer satisfaction.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Mechanic / Lead /Maintenance Supervisor
Beechcraft
Wichita, KS
01.2004 - 01.2019
- Adjusted and repaired systems to meet manufacturers' performance specifications.
- Planned work procedures using charts, technical manuals and experience.
- Installed new or rebuilt engines into vehicles following manufacturer's instructions for installation procedures.
- Performed troubleshooting and diagnostic procedures to locate source of malfunctions.
- Consulted with customers regarding service options available based upon their needs.
- Reviewed work orders and discussed with supervisors.
- Used diagnostics and troubleshooting tools to identify failures and equipment issues.
- Conferred with customers to obtain descriptions of vehicle problems and discuss work or future repair requirements.
Education
Airframe & Powerplant
Cowley Community College
Strother Field, KS06-1999
Skills
- Customer service
- Conflict resolution
- Customer feedback analysis
- Service strategy development
- Team leadership
- Product knowledge
United Sates Army National Guard
- Joined December 1989. Oklahoma
- Infantry from 1989 - 1991. Oklahoma
- Combat Engineer 1991 - 1998. Kansas
Timeline
Customer Service Manager Sr.
Textron Aviation
01.2019 - Current
Customer Service Representative
Textron Aviation
01.2013 - Current
Mechanic / Lead /Maintenance Supervisor
Beechcraft
01.2004 - 01.2019
Airframe & Powerplant
Cowley Community College
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