Derek Stiefel
Rainsville,AL
Summary
Dedicated Customer Care Lead with proven history of testing and evaluating service options to offer quality resolutions. Knowledgeable in Max 6000, Ultimate, Optix, and Flex/Frame line equipment. Regularly completing service orders quickly, Leading large projects, and maintaining accuracy in documentation. Committed to providing superior service and clear client communication as well as extensive customer service and account management.
Overview
6
6
years of professional experience
Work History
Customer Care Technician
Foodmateus
09.2023 - Current
- Enhanced customer satisfaction by efficiently resolving technical issues and providing timely solutions.
- Improved team performance by sharing knowledge and assisting colleagues in handling complex customer concerns.
- Maintained high-quality service standards through consistent adherence to company policies and procedures.
- Boosted customer retention with proactive communication, addressing potential problems before escalation.
- Developed strong relationships with clients, establishing trust and ensuring long-term loyalty to the company.
- Conducted thorough troubleshooting to identify root causes of technical issues, minimizing repeat incidents.
- Collaborated with cross-functional teams to enhance product quality and address recurring customer complaints.
- Contributed to increased revenue by upselling relevant products and services based on customers'' needs.
- Kept up-to-date with industry trends and emerging technologies, enhancing overall expertise in delivering exceptional support.
- Delivered comprehensive training sessions for new hires, fostering a culture of continuous learning within the team.
- Provided remote assistance for customers experiencing hardware or software issues, reducing downtime significantly.
- Prevented potential system failures through regular maintenance checks and preemptive troubleshooting measures.
- Managed high call volumes while maintaining professionalism and empathy towards each individual customer''s situation.
- Created customized solutions for clients with unique requirements, resulting in increased customer satisfaction ratings.
- Handled escalated calls calmly and effectively, turning dissatisfied customers into brand advocates through genuine care and concern resolution efforts.
- Coordinated closely with other departments such as sales or billing to provide seamless customer service experiences, resulting in positive feedback from clients.
- Maintained accurate records of customer interactions and followed up on open cases to ensure timely resolution, demonstrating commitment to exceptional support.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
Lead Technician
Foodmateus
03.2023 - 09.2023
- Optimized workflow for enhanced productivity by streamlining processes and providing technical guidance to team members.
- Enhanced system reliability with thorough troubleshooting and root cause analysis of technical issues.
- Increased customer satisfaction, ensuring timely resolution of service requests through effective communication and problem-solving skills.
- Reduced equipment downtime, proactively identifying potential failures and implementing preventive measures.
- Collaborated with cross-functional teams to drive continuous improvement initiatives within the department.
- Mentored junior technicians, fostering a collaborative work environment that encouraged skill development and knowledge sharing.
- Implemented safety protocols to minimize workplace accidents and ensure adherence to industry regulations.
- Applied critical thinking and research to address complex issues.
- Maintained compliance with regulatory standards and safety requirements.
- Inspected equipment to identify areas of wear or causes of malfunctions.
- Maintained quality assurance and customer satisfaction objectives.
- Organized work to meet demanding production goals.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
Service Supervisor
Foodmateus
10.2022 - 03.2023
- Improved customer satisfaction by efficiently addressing service issues and providing timely resolutions.
- Enhanced team performance by implementing effective training programs and regularly evaluating staff progress.
- Reduced service downtime with proactive maintenance scheduling and quick response to equipment malfunctions.
- Collaborated with cross-functional teams to develop and implement strategies for continuous service improvement.
- Established strong relationships with clients, ensuring their needs were met and promoting long-term loyalty.
- Managed daily operations of the service department, maintaining a high level of organization and productivity.
- Increased revenue through upselling of additional services and products during customer interactions.
- Conducted regular performance reviews for staff members, identifying areas for growth and providing constructive feedback.
- Ensured all safety protocols were followed, resulting in a safe working environment for employees and customers alike.
- Mentored junior staff members, fostering professional development and career growth opportunities within the company.
- Answered constant flow of customer calls with minimal wait times.
- Tracked customer service cases and updated service software with customer information.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Service Technician
Foodmate
04.2021 - 10.2022
- Explained diagnostic findings to customers and outlined repair or service options.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Experience on Max 6000, Ultimate, Optix, and Flex Line/Frame Line.
CNC Router Operator
FSG
01.2020 - 04.2021
- Studied instructions, labels, blueprint specifications and materials before beginning projects and operating equipment.
- Adhered to safety procedures and regulations during CNC lathe operations.
- Identified and replaced broken or worn tools and made tool offsets.
- Prepared and set up machine systems for daily operation and adhered to production goals.
- Helped establish priorities, solved problems and set goals within department and offered help to team members.
- Loaded component materials into product-specific tools and followed established documentation for manufacturing.
- Maintained CNC lathe via established preventive maintenance schedules.
- Loaded and unloaded parts to maintain high level of production.
- Detected malfunctions and control errors by monitoring machine operation and checking completed pieces.
- Processed or interpreted signals or sensor data.
- Prevented machine breakdown by maintaining proper lubrication and cooling during operation.
Millwright
A1 Millwright
01.2018 - 01.2020
- Replaced defective parts of machines and adjusted clearances and alignment of moving parts.
- Inspected and examined all machinery and equipment to detect malfunctions or irregularities.
- Connected power unit to machines or steam piping to equipment, and tested units to evaluate mechanical operation.
- Installed stationary industrial machinery and mechanical equipment according to layout plans.
- Disassembled machinery parts and categorized properly before moving to storage.
- Laid out mounting holes, using measuring instruments, and drilled holes with power drill.
- Safely used blow torches, hammers and forklifts.
- Received and processed stock into inventory management system.
Education
GED -
G.E.D.
Rainsville, AL09.2010
Skills
- Poultry machinery installation knowledge
- Poultry machinery equipment knowledge
- Hand tool knowledge
- Poultry machinery component repair
- Preventive and Reparative Maintenance
- Power Tool Proficiency
- Troubleshooting and Diagnostics
- Mechanical Aptitude
- Customer training
- Customer Service
- Customer Relationship Management
- Documentation And Reporting
- Account Management
- Team Collaboration
- Emotional Intelligence
- Management experience
- Policy Enforcement
- Customer Education
- Prioritization
Timeline
Customer Care Technician
Foodmateus
09.2023 - Current
Lead Technician
Foodmateus
03.2023 - 09.2023
Service Supervisor
Foodmateus
10.2022 - 03.2023
Service Technician
Foodmate
04.2021 - 10.2022
CNC Router Operator
FSG
01.2020 - 04.2021
Millwright
A1 Millwright
01.2018 - 01.2020
GED -
G.E.D.