Summary
Overview
Work History
Education
Skills
Timeline
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Erin Lingerman

Stephens City,VA

Summary

Multi-talented Service Manager successful at handling customer issues quickly. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing 15 plus years of progressive experience.

Overview

11
11
years of professional experience

Work History

Service Manager

NOVA Diesel Performance
Sterling, VA
05.2019 - Current
  • Delegated work to staff, setting priorities and goals.
  • Created written estimates and obtained customer consent to proceed.
  • Recruited and trained new employees to meet job requirements.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
  • Trained new employees on the use of customer relationship management software systems.
  • Maintained accurate records of all service requests, including resolution times and costs incurred.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Reviewed customer billing statements for accuracy prior to release.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Office Administrator

Five Star Septic
Ashburn, VA
08.2016 - 05.2019
  • Maintained customer confidence and protected operations by keeping information confidential.
  • Processed invoices on a timely basis according to established procedures.
  • Processed financial documents, contracts, expense reports and invoices.
  • Assigned work and monitored performance of project personnel.
  • Answered incoming calls in a professional manner, directed callers to appropriate personnel or department, or took messages as needed.
  • Scheduled appointments for senior management team members using Outlook calendar system.
  • Delegated work to staff, setting priorities and goals.
  • Supported Human Resources activities by maintaining personnel files in accordance with legal requirements.
  • Identified needs of customers promptly and efficiently.

Customer Service Representative

Lowes Home Improvement
Winchester, VA
02.2013 - 08.2016
  • Made outbound calls to obtain account information.
  • Collected deposits or payments and arranged for billing.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Excelled in exceeding daily credit card application goals.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Set up and activated customer accounts.

Education

High School Diploma -

Broadneck High School
Annapolis, MD
05-2005

Some College (No Degree) - Medical Insurance Billing

Lord Fairfax Community College
Middletown, VA

Skills

  • Relationship Building
  • Multiple Priorities Management
  • Service Documentation
  • Estimating and Quoting
  • Inventory Management
  • Conflict Resolution
  • Schedule Management
  • Supply Ordering
  • Service Scheduling

Timeline

Service Manager

NOVA Diesel Performance
05.2019 - Current

Office Administrator

Five Star Septic
08.2016 - 05.2019

Customer Service Representative

Lowes Home Improvement
02.2013 - 08.2016

High School Diploma -

Broadneck High School

Some College (No Degree) - Medical Insurance Billing

Lord Fairfax Community College

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Erin Lingerman