DAVID STILTNER
1020 REDMOND AVE NE, RENTON,WA
Summary
Experienced Customer Service Manager in Service and Audio-Visual industry. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Sales Floor Supervisor
House Mart Ace Hardware
Renton, WA
12.2021 - Current
- Identified areas of process improvements in order to maximize efficiency and productivity on the sales floor.
- Resolved customer complaints in a timely manner while maintaining professionalism and excellent customer service skills.
- Monitored inventory levels throughout the day and communicated any discrepancies between expected stock levels versus actual stock levels found on hand.
- Supervised and monitored the daily operations of a sales floor, ensuring employees adhered to company policies and procedures.
- Trained new employees on cash register usage, merchandising techniques, customer service standards, safety protocols.
- Oversaw all cash handling activities such as counting money at opening and closing shifts, reconciling registers at end-of-day.
- Facilitated store opening and closing procedures, securing valuables, arming and disarming alarm system and inspecting premises for urgent needs.
AV Events Service Manager
Compass Group
Redmond, WA
03.2020 - 09.2021
- Manage daily operations of a fast-paced video and conferencing support team
- Review customer service survey data, respond promptly to unsatisfied responses and make corrective actions to internal processes to minimize further impact
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Resolved customer complaints in a timely manner.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Developed and maintained relationships with customers, vendors, and suppliers.
AV Link Operations Service Manager
Compass Group
Redmond, WA
09.2019 - 03.2020
- Manage daily operations of AV Service Desk and Tier 2 Field Technician Team leading up to transition to new account vendor
- Coordinated with other departments to provide technical support for customers.
- Resolved escalated customer complaints by providing satisfactory solutions within established timelines.
- Drafted reports on progress of service delivery initiatives and presented them to management.
- Monitored team performance and provided ongoing coaching to improve efficiency.
AV Link Service Desk Manager
Compass Group
Redmond, WA
08.2015 - 09.2019
- Supervised the expansion of the Service Desk from a regional support model to a Global support model
- This expanded the team from four technicians to sixteen technicians working 24x7x365
- Created reports on service desk activities for senior management review.
- Assisted in the recruitment process by interviewing potential candidates for service desk positions.
- Organized training sessions for new team members to ensure they had the necessary skills to perform their duties effectively.
- Analyzed customer feedback surveys to identify areas where improvements could be made.
- Responded promptly to escalations from customers regarding unresolved issues.
MSAV Service Desk Supervisor
Compass Group
Redmond, WA
02.2007 - 06.2015
- Managed quality assurance program including on site evaluations, internal audits, and customer surveys
- Developed team communications and information for Service Desk Team meetings
- Supervised 4 Service Desk Technicians in providing excellent customer service to callers requiring assistance for various type of Audio-Visual issues
- Coached, trained and mentored team members in order to build a cohesive support unit.
- Created detailed reports outlining service desk activity such as call volume, average time to respond.
Education
Some College (No Degree) - Economics and World History
University of North Carolina At Chapel Hill
Skills
- Service desk team management
- Emergency service calls
- Customer service professional
- Proficient with Microsoft Office Suite
- Cash Handling
- Cash Drawer Counting
- Customer Communication
- Customer Assistance
- Staff Scheduling
Affiliations
- Gardening and Lawn Care Maintenance
- Traveling
Timeline
Sales Floor Supervisor
House Mart Ace Hardware
12.2021 - Current
AV Events Service Manager
Compass Group
03.2020 - 09.2021
AV Link Operations Service Manager
Compass Group
09.2019 - 03.2020
AV Link Service Desk Manager
Compass Group
08.2015 - 09.2019
MSAV Service Desk Supervisor
Compass Group
02.2007 - 06.2015
Some College (No Degree) - Economics and World History
University of North Carolina At Chapel Hill
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