James (Jamie) H. Martin Jr.
Prosperity,SC
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
34
34
years of professional experience
Work History
Director of Customer Relations/Warranty Coordinator
Cove 2 Coast Marine LLC.
09.2024 - Current
- Directed strategic planning initiatives for the department, setting ambitious targets that drove measurable improvements in customer satisfaction and retention rates.
- Coordinated timely escalations when necessary, collaborating closely with relevant stakeholders to achieve swift resolution of complex issues.
- Introduced proactive outreach initiatives aimed at anticipating client needs before they arose, resulting in decreased complaint rates and increased brand loyalty.
- Spearheaded the adoption of customer-centric policies and procedures, ensuring alignment with best practices in the industry.
- Analyzed performance metrics to identify areas of improvement, leading to strategic initiatives that enhanced overall customer experience.
- Developed strong relationships with key clients, resulting in improved account retention and growth.
Warranty Customer Service Director
Sea Pro Boats LLC
06.2016 - 09.2024
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Generated, compiled and distributed reports of sales leads and up-sell opportunities.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Improved customer satisfaction by efficiently managing warranty claims and promptly addressing concerns.
- Managed budgetary responsibilities for the warranty department, ensuring cost-effective allocation of resources.
- Provided exceptional technical support services, troubleshooting complex issues with minimal need for follow-up visits or additional repair work required under the manufacturer''s warranty coverage.
- Negotiated favorable terms with vendors for extended warranties or discounted replacement parts, reducing overall expenses related to product repairs or replacements.
- Reduced warranty costs by implementing effective quality control measures and proactive maintenance strategies.
- Created detailed reports on warranty metrics, providing valuable insights for company-wide strategic planning initiatives.
- Streamlined warranty claim processes for increased efficiency and faster resolution times.
- Worked Boat shows within the Sea Pro dealer network.
- Worked closely with dealers to make the most out of in house boat shows.
- Worked directly with engineering team on new designs and trends.
- Documented and oversee all performance test on different boat and motor combinations.
- Liaison between dealer and dissatisfied customer .
- Assisted with all dealer meetings at a high level.
- Visited dealers to educate sales on new products and sales training .
Co-Owner
Martin's Performance Boating
01.1991 - 05.2015
- Managed day-to-day operations efficiently, ensuring smooth workflow and timely completion of tasks.
- Collaborated with co-owner on strategic planning initiatives for long-term business success.
- Improved customer satisfaction ratings by consistently delivering high-quality products and services.
- Oversaw financial management tasks, including budgeting, forecasting, and cash flow optimization.
- Oversaw financial management, including budgeting, forecasting, and expense tracking to optimize fiscal performance.
- Developed and maintained strong business partnerships leading to increased revenue generation.
- Managed daily operations, ensuring smooth workflow and satisfied clients.
- Provided exceptional customer service, resulting in high client retention rates and referrals.
- Participated in community outreach programs, enhancing the company''s reputation as a socially responsible organization.
- Conducted market research to identify industry trends and guide strategic decision making.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Education
High School Diploma -
Mid Carolina High School
Prosperity, SC06-1994
Skills
- Customer satisfaction
- Brand awareness
- Sales management
- Customer relations
- Teamwork
- Customer service
- Effective communication
- Scheduling and coordinating
- Professionalism
- Sales strategy
- Market research
- Organizational skills
Timeline
Director of Customer Relations/Warranty Coordinator
Cove 2 Coast Marine LLC.
09.2024 - Current
Warranty Customer Service Director
Sea Pro Boats LLC
06.2016 - 09.2024
Co-Owner
Martin's Performance Boating
01.1991 - 05.2015
High School Diploma -
Mid Carolina High School
Similar Profiles
Mysti Bonello-CannonMysti Bonello-Cannon
Regional Director of Sales and Operations at Coast 2 Coast LLCRegional Director of Sales and Operations at Coast 2 Coast LLC
ALFREDO GARCIAALFREDO GARCIA
Catering Concierge Manager at COAST 2 COASTCatering Concierge Manager at COAST 2 COAST
Bryce DildayBryce Dilday
Owner/Operator at Coast 2 Coast PolishingOwner/Operator at Coast 2 Coast Polishing