JAMES KEOUGH
Las Vegas,NV
Summary
Positive and upbeat Customer Service Specialist bringing 15 years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers and vendors to promote satisfaction, resolve concerns and maintain long-term loyalty. Leader and organizational problem-solver. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize engagement and performance.
Overview
11
11
years of professional experience
Work History
Warranty Manager
Transdev
Las Vegas, NV
07.2023 - Current
- Developed and implemented procedures for processing warranty claims efficiently.
- Collaborated with vendors on developing strategies for reducing the cost of goods sold due to defective products being returned under a manufacturer's warranty policy.
- Tracked data related to returns, repairs, replacements, and credits for reporting purposes.
- Reviewed and analyzed warranty claims to determine coverage eligibility.
- Analyzed technician feedback to identify potential product defects or service issues.
- Maintained records of all product warranties and associated documentation.
- Conducted research into new technologies that could improve the efficiency of the warranty process.
- Tracked data related to returns, repairs, replacements, credits., for reporting purposes.
Assistant Parts Manager
Velocity Truck Center
Las Vegas , NV
07.2020 - 08.2023
- Received, examined and reshelved returned parts.
- Established individual parts inventory levels to balance stock for maximum inventory turns.
- Performed scheduled inventory audits per to verify accuracy and product availability.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Controlled daily parts program activities to improve sales and inventory management.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Managed employee schedules and daily assignments.
- Taught junior employees proactive strategies to meet operational and sales goals.
- Mitigated financial discrepancies by managing claims processing, damaged goods, backorders, overages and shortages.
- Increased productivity, effectively managing 19 employees and crew while coordinating dispatching activities and daily ordering processes.
- Monitored and adjusted inventory to minimize obsolescence
Service Advisor
Findlay Chevrolet
Las Vegas, NV
09.2019 - 07.2020
- Welcomed incoming individuals and ascertained needs by asking open-ended questions.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Recommended additional, useful services to customers, which helped to increase overall sales.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems.
Product Support Specialist
Dynojet Research Inc.
Las Vegas, NV
06.2019 - 09.2019
- Created user documentation and manuals for use in training classes and onboarding sessions.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Service Advisor, Parts Counterman, Wholesale Parts
Chevrolet Of Stevens Creek
San Jose, CA
02.2016 - 04.2019
- Achieved top satisfaction, retention and referral rankings on consistent basis.
- Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Examined parts for defects and exchanged defective parts with manufacturer representative to maintain high quality standards and customer satisfaction.
Service Manager
California BMW, Triumph And Vespa
Mountain View, CA
11.2013 - 02.2016
- Established and oversaw department budgets for expenditures, materials and labor.
- Defined department objectives and monitored performance.
- Model expected customer service standards to promote customer satisfaction, loyalty and retention.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Forecasted goals and objectives for department and monitored employees' task progression for adherence to deadlines.
- Monitored employee performance through effective data analysis of efficiency and key metrics.
Education
Parts Managment And Operations Level One - Vehicle Parts And Accessories Operations
Daimler Trucks North America
Las Vegas 08-2022
Certificate - Advanced Electrical
American Honda Motor Co.
Torrance, CAMotorcycle Technician - Entry Level Technician
Motorcycle Mechanics Institute A Div. of Universal Technical Institute
Phoenix, AZSkills
- Task delegation
- Customer service
- Reporting and documentation
- Team building
- Time management
- Project scheduling
- Customer Service
- Stock Management
- Inventory Management
- Operations Management
- Vendor Relations
- Purchasing Oversight
- Performance Improvement
- Trend Analysis
- Policy Enforcement
- Process Improvement
References
References available upon request.
Timeline
Warranty Manager
Transdev
07.2023 - Current
Assistant Parts Manager
Velocity Truck Center
07.2020 - 08.2023
Service Advisor
Findlay Chevrolet
09.2019 - 07.2020
Product Support Specialist
Dynojet Research Inc.
06.2019 - 09.2019
Service Advisor, Parts Counterman, Wholesale Parts
Chevrolet Of Stevens Creek
02.2016 - 04.2019
Service Manager
California BMW, Triumph And Vespa
11.2013 - 02.2016
Certificate - Advanced Electrical
American Honda Motor Co.
Motorcycle Technician - Entry Level Technician
Motorcycle Mechanics Institute A Div. of Universal Technical Institute
Parts Managment And Operations Level One - Vehicle Parts And Accessories Operations
Daimler Trucks North America