Curtis Colby
Summary
Dependable Coordinator provides excellent office management and administrative support. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills.
Overview
10
10
years of professional experience
Work History
Operations – EMEA / APAC Renewals Coordinator
bibliotheca
01.2021 - Current
- Provides accurate service agreements to established customer base through dynamic oversight of renewal staff
- Manages a cross team communications platform between multiple functional teams
- Designs and monitors essential team performance metrics through leadership, knowledge and teamwork
- Develops and maintains critical enterprise wide financial reports
- Achieves 100% customer satisfaction ratings through quick and accurate resolution of customer concerns
Operations – Customer Support
bibliotheca
01.2017 - 01.2021
- Improved customer outcomes by providing dynamic communications that produced internal process alignment for customer facing processes
- Designed priority matrix for equipment installation that improved data integrity and asset management
- Tracked assets via carrier reports by allocating serial identifiers
- Facilitated communications between customers and third party technicians
- Generated leasing arrangements connected to vital production instruments for customers
Sales - Service Contract Specialist
bibliotheca
12.2015 - 01.2017
- Supervised the master asset list and handled cases, overseeing the daily installation of 15-20 new assets for the first time
- Monitoring assets through shipping and carrier reports, and assigning serial identities to assets in accordance with system accounts
- Facilitating communication between customers and third-party technicians to arrange and coordinate service and maintenance schedules
- Constructed high volume of maintenance agreements and drove critical revenue into the business
- Oversaw leases for various applications and systems using Remedy, SAP, GGSM, and GencoTSS
3M Sales Operations – Library Systems Division
Adecco
06.2015 - 12.2015
- Created and executed all first year service agreements globally – phone, Remedy
- Managed leases for multiple applications, systems and stations – Remedy, SAP, GGSM, GencoTSS
- Technical customer support and management for requests of service and agreement renewals - Citrix.
3M Specialty Product & Application Support - Renewable Energy Division
Adecco
10.2014 - 06.2015
- Technical customer support and management for window film standard warranties – email, phone, Remedy
- Processed payments for Platinum and Platinum Select Warranties within the CSMS process
- Customer Feedback Resolution (CFR) system management for outbound payment processing
- Audited each warranty claim to determine the validity of coverage by analyzing the information provided.
3M Customer Care Representative, eStore
Adecco
10.2013 - 10.2014
- Customer inquiry support and order management for 3M customers – email, phone, chat, Remedy
- Processed improvement for “Submit Your Idea” – identification and solution for black hole dilemma
- Site launch testing for 3M eStore – identification and documentation of 30+ UI issues and concerns
- Working knowledge of 3M eStore applications and processes.
Education
General Education -
Lakewood Hills Community College
White Bear Lake, MN01.1991
Business Administration -
St. Cloud State University
St. Cloud, MN01.1990
Skills
- Obtained and improved customer retention levels within a highly competitive market
- Developed, maintained and strengthened client business relationships and satisfaction ratings
- Highly proficient in Microsoft Suite, Microsoft CRM and Oracle
- Engineered process improvement through problem solving, communication skills, continuous learning and customer focus through team collaboration
Activities and Interests
- Volunteer, Eagle Brook Church - Lino Lakes and White Bear Lake, MN
- Head Coach, Girls U15 Junior Olympic Volleyball; White Bear Lake, MN
- Outdoors - Hiking in Guatemala, jet skis, side by side and bonfires
Timeline
Operations – EMEA / APAC Renewals Coordinator
bibliotheca
01.2021 - Current
Operations – Customer Support
bibliotheca
01.2017 - 01.2021
Sales - Service Contract Specialist
bibliotheca
12.2015 - 01.2017
3M Sales Operations – Library Systems Division
Adecco
06.2015 - 12.2015
3M Specialty Product & Application Support - Renewable Energy Division
Adecco
10.2014 - 06.2015
3M Customer Care Representative, eStore
Adecco
10.2013 - 10.2014
General Education -
Lakewood Hills Community College
Business Administration -
St. Cloud State University
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