Jay Williams
Crawford,TX
Summary
Seasoned Service Manager bringing [Number] years of [Industry] experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
27
27
years of professional experience
Work History
Service Manager
Fleetwood Homes
11.2017 - 06.2023
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Developed department processes and procedures to boost customer satisfaction.
- Developed customer loyalty programs to increase customer satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Customer Service Representative
Fleetwood Homes
02.1996 - 09.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
Customer Service Supervisor
Fleetwood Homes
09.2000 - 11.2017
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Education
High School Diploma -
Crawford High School
Crawford, TX05.1981
Skills
- Workflow Management
- Spreadsheet Tracking
- Interpersonal Relationships
- After-Sales Support
- Honest and Trustworthy
- Energetic and Outgoing
- Revenue Generation
- Verbal and Written Communication
- Train Workers
- Customer Service Management
- Employee Supervision
- Critical Thinking
- Staff Management
- Coaching and Mentorship
Timeline
Service Manager
Fleetwood Homes
11.2017 - 06.2023
Customer Service Supervisor
Fleetwood Homes
09.2000 - 11.2017
Customer Service Representative
Fleetwood Homes
02.1996 - 09.2020
High School Diploma -
Crawford High School
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