Devon McCracken
Lebanon,TN
Summary
I have over three years of experience as an Automotive and Recreational Technical Support Specialist, providing detailed solutions and staying updated on industry advancements. In a senior-level position, I have led teams, provided strategic support, and ensured compliance with regulations. My more than three years as a DOT-compliant route driver involved meticulous planning and safe delivery of goods. Additionally, I have six years of combined experience in customer service, technical support, leadership, and documentation, adapting to diverse challenges and delivering high-quality results.
Overview
8
8
years of professional experience
Work History
Senior Service Advisor
Lebanon RV Center
Lebanon, USA
12.2021 - 01.2025
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked effectively in team environments to make the workplace more productive.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Identified needs of customers promptly and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Recognized by management for providing exceptional customer service.
- Utilized various software and tools to streamline processes and optimize performance.
- Order parts for units in the service department and walk-in customers with parts requests.
- Train the Service Team and provide technical support and guidance as needed to assist in the completion of Service Requests.
- Documented all customer interactions in the company database system.
- Estimated costs of vehicle repair.
- Evaluated vehicle schematics to assess required parts and order accordingly.
- Explained technical diagnoses and required repairs to customers in a clear and concise manner.
- Conducted thorough vehicle inspections and logged damages, boosting revenue from insurance repairs by up to 25%.
- Researched parts availability, costs, delivery times, and warranties as needed.
- Maintained accurate records of all services performed on customer vehicles using dealership software.
- Trained new staff members on proper procedures for servicing customer vehicles.
- Communicated effectively with parts department personnel to ensure timely order fulfillment.
- Completed standard inspections to assess wear and damage to vehicles.
- Checked vehicle mileage and determined necessary belts, fluids flushing or gasket replacements.
- Established strong working relationships with vendors to obtain competitive pricing on parts orders.
- Inspected completed jobs before returning vehicles to customers; verified satisfaction with results.
- Performed quality control inspections on vehicles before returning them to customers.
- Identified opportunities for upselling services and recommended them to customers, resulting in a nearly 75% increase in revenue on Flat Tow and Suspension equipment.
- Enhanced customer satisfaction by nearly 50% through improved teamwork and communication.
- Provided customer service and advice to clients regarding vehicle maintenance and repair.
Technical Advisor/Support
Roadmaster, Inc.
Vancouver, USA
05.2019 - 12.2021
- Generated warranty claims to monitor product condition.
- Produced labels facilitating the return of defective products.
- Facilitated compliance with military and government contracts to guarantee accurate shipment tracking.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Utilized various software and tools to streamline processes and optimize Department performance by 33%
- Worked with cross-functional teams to achieve goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked effectively in team environments to make the workplace more productive.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Participated in meetings with other departments to discuss upcoming projects or resolve outstanding issues.
- Handled product malfunctions by troubleshooting product and determining cause of malfunction.
- Ensured that all changes made were documented properly for future reference.
- Troubleshot system errors, identified root causes and implemented corrective measures.
- Provided technical support via phone, email or chat channels as needed.
Receiving/Lead Driver/Trainer
True World Foods
Vancouver, USA
09.2016 - 05.2019
- Performed regular maintenance checks on equipment used in the receiving area; reported any malfunctions promptly for repair.
- Packed boxes and stock using organizational guidelines.
- Devised actionable strategies to enhance departmental processes, reducing Delivery Times by an average of 1-2 hours per route.
- Compared bills of lading against actual merchandise received, inspected for damaged goods and coordinated distribution to correct departments.
- Rejected deliveries containing damaged items or shortages and corresponded with shipper to rectify issues.
- Prepared documentation to track and report on damaged or missing items.
- Received, inspected and recorded incoming shipments of raw materials, components and finished products.
- Assisted with training new employees on best practices related to material handling processes.
- Cleaned empty storage areas to achieve proper sanitation regulations and make area fit for future use.
- Checked customer orders, labeling and documentation prior to shipment to avoid delays.
- Placed bins, carts and containers in convenient locations to assist with loading efficiency.
- Operated large vehicles, forklifts and pallet jacks to transport multiple freight loads.
- Verified quantity, quality and type of items received to ensure accuracy against purchase orders.
- Loaded and unloaded shipments from trucks and picked up and moved heavy packages and items using forklifts.
- Loaded cargo onto transportation devices and attached affixing tools to achieve safe transportation.
- Kept up to date on safety procedures and correct lifting techniques to prevent injuries.
- Collaborated with cross-functional teams within the organization such as sales, marketing and customer service departments.
- Checked cargo before transportation and determined if items adhered to proper regulation standards.
- Checked items to be shipped against work orders to confirm correct quantities, destination and routing.
- Prepared documentation such as bills of lading, packing slips, invoices, prior to shipment release.
- Identified needs of customers promptly and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked effectively in team environments to make the workplace more productive.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided excellent service and attention to customers when face-to-face.
- Completed day-to-day duties accurately and efficiently.
Education
High School Diploma -
Lewis And Clark High School
Vancouver, WA06.2011
Skills
- Bill preparation
- Order fulfillment
- Mechanical aptitude
- Service recommendations
- Listening skills
- Product training
- Warranty administration
- Exceptional communication
- Team management
- Service department oversight
- Automotive industry experience
- Customer service expertise
- Vehicle assessment
- Customer retention
- Cost estimation
- Records management
- Documentation and reporting
- Customer consulting
- Multitasking and organization
- CRM software
- Service estimates
- Complaint resolution
- Service scheduling
- Repairs scheduling
- Price quoting
- Account management
- Point-of-sale system
- Computer skills
- Attention to detail
- Customer service
- Call center operations
- Clerical support
- Handling customer complaints
- Excellent communication
- Strong work ethic
- Warranty claims process management
- Team player mentality
- Technical support
- Service order flow
- Data entry
- Tech-Savvy
- Customer relationship management
- Goal-oriented mindset
- Strong leadership
Hobbies and Interests
- Music
- Motor Sports
- Visual Arts
Timeline
Senior Service Advisor
Lebanon RV Center
12.2021 - 01.2025
Technical Advisor/Support
Roadmaster, Inc.
05.2019 - 12.2021
Receiving/Lead Driver/Trainer
True World Foods
09.2016 - 05.2019
High School Diploma -
Lewis And Clark High School
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