Summary
Overview
Work History
Skills
Timeline
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Heather Lane-Skinner

Gaffney,SC

Summary

Accomplished Service Manager and Remote Consultant at Germain Yachts Center, adept in client relationship building and technical systems understanding. Elevated customer loyalty through innovative problem-solving and effective team collaboration. Spearheaded staff training, enhancing service quality and efficiency. Demonstrated professionalism under pressure, achieving significant improvements in customer satisfaction and repeat business.

Overview

10
10
years of professional experience

Work History

Remote Service Consultant

Germain Yachts Center
11.2024 - Current
  • Serve as a key point of contact for new Service Manager
  • Serve as an advisor providing expert guidance and direction on project management practices.
  • Provide information regarding service procedures and expected timelines to new Service Manager.
  • Document billing and payment details and personal information on customer accounts.
  • Collaborate with team members to develop new strategies for enhancing customer satisfaction and retention.
  • Mentor team members, fostering an environment of professional growth and development within the organization.

Service Manager

Germain Yachts Center (f. Molly's Marine Service)
06.2015 - 11.2024
  • Remote position upon relocation July 2024 until replacement November 2024
  • Met with customers to discuss service needs and develop effective and practical solutions. Provided estimates for required services, scheduled all needed services and coordinated with service team to ensure timely completion of projects and high-quality workmanship. Finalized billing and follow-up to ensure positive customer experience.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Resolved customer complaints in professional and timely manner.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Mentored technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
  • Negotiated with vendors to secure best prices for parts and supplies.
  • Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.

Skills

  • Client relationship building
  • Effective Schedule Coordination
  • Problem Solving
  • Staff education and training
  • Dedicated Work Ethic
  • Detail-Oriented Approach
  • Effective Team Collaboration
  • Advanced Computer Proficiency
  • Proficient Task Management
  • Technical Understanding of Mechanical Systems
  • Demonstrates Professionalism in High-Stress Situations

Timeline

Remote Service Consultant

Germain Yachts Center
11.2024 - Current

Service Manager

Germain Yachts Center (f. Molly's Marine Service)
06.2015 - 11.2024

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Heather Lane-Skinner