Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Languages
References
Timeline
Generic

Dennis Ralph Sandford Jr.

Stanwood,WA

Summary

Customer Support Associate with expertise in client relationship management and technical support. Proven track record in handling high-volume calls, providing product information, and resolving complaints, leading to improved customer satisfaction. Strong communication, problem-solving, and adaptability skills enhance service standards and foster loyalty. Resourceful professional with extensive helpdesk experience, known for efficient task completion and effective troubleshooting in complex technical environments.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Support Associate

SpaceX
Redmond, USA
03.2025 - Current
  • Provide high-quality technical support across digital and voice channels, resolving issues related to hardware, software, and networking.
  • Collaborate with cross-functional teams to identify product gaps and develop scalable troubleshooting workflows.
  • Advocate for customer needs using data analysis and customer feedback to enhance processes and improve service delivery.
  • Maintain accurate and up-to-date internal knowledge base content.
  • Support operations during weekends, holidays, and night shifts in a high-growth, fast-paced environment.

Service Account Manager

Precor Inc.
Woodinville, USA
01.2021 - 01.2024
  • Managed a portfolio of key accounts, achieving high levels of client satisfaction and retention.
  • Led a team of 8 account executives, ensuring service consistency across all customer interactions.
  • Acted as the primary liaison for fitness club owners and service providers, handling inquiries and concerns efficiently.
  • Partnered with sales, operations, and technical teams to resolve complex issues and ensure seamless service delivery.
  • Boosted customer loyalty and subscription renewals by 75% through strong relationship management.
  • Conducted performance reviews and service evaluations to meet client expectations.
  • Identified upselling opportunities for parts and preventative maintenance services.
  • Delivered training and product updates to clients, maximizing service value.
  • Compiled and presented service reports, key metrics, and recurring issues to management.

Client Services Manager

Peloton
Woodinville, USA
01.2018 - 01.2021
  • Managed Service Channel cases as a Tier 1 support agent, directing calls to relevant departments.
  • Promoted to resolve escalated technical issues and assist fitness club owners with service complaints.
  • Increased client retention by 65% through proactive communication and diligent follow-up.
  • Implemented strategies that improved onboarding processes and enhanced client satisfaction.
  • Supported sales initiatives by identifying customer needs and proposing tailored service solutions.

Education

Associate of Science - Communications

California State University, Fresno
Fresno, CA
06-1994

Skills

  • Account management
  • Client relationship management
  • Customer service excellence
  • Problem solving
  • Cross-functional collaboration
  • CRM tools expertise
  • Performance metrics reporting
  • Negotiation skills
  • Upselling strategies
  • Team leadership
  • Fitness equipment diagnostics
  • Networked console troubleshooting
  • Technical support
  • Data analysis
  • Troubleshooting workflows
  • Knowledge base management
  • Client retention
  • Service delivery
  • Performance evaluation

Certification

  • Certified Customer Success Manager (CCSM), Precor Inc., 01/01/17
  • Account Management Professional Certification, Precor Inc., 01/01/19
  • Service Technician, Precor Inc., 01/01/19

Additional Information

Fluent in English, Excellent communication and interpersonal skills, Willing to travel for client meetings and field service, Experience in Aerospace and Commercial Fitness industries

Languages

English
Professional

References

References available upon request.

Timeline

Customer Support Associate

SpaceX
03.2025 - Current

Service Account Manager

Precor Inc.
01.2021 - 01.2024

Client Services Manager

Peloton
01.2018 - 01.2021

Associate of Science - Communications

California State University, Fresno

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