Josephine Arrington
Camden
Summary
Dynamic Service Center Operations Manager at MCI Sales and Service, recognized for enhancing operational efficiency and customer satisfaction. Proven track record in staff leadership and financial reporting, achieving significant cost reductions through strategic process improvements. Adept at fostering collaboration and driving team performance in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Service Center Operations Manager
MCI Sales and Service
06.2022 - Current
- Reduced operational costs by identifying areas for improvement and implementing cost-saving measures.
- Collaborated with cross-functional teams to drive continuous improvement efforts throughout the organization.
- Enhanced center efficiency by implementing streamlined processes and procedures.
- Coordinated staffing schedules, balancing both employee needs and business demands to maintain optimal coverage during peak hours.
- Created an inclusive work culture cultivating diversity fostering collaboration among staff members.
- Oversaw daily center activities, delegating tasks as necessary to ensure smooth workflow and meet deadlines.
- Increased customer satisfaction rates through consistent monitoring of service quality and addressing concerns promptly.
- Resolved escalated conflicts between staff members or customers effectively while preserving positive working relationships.
- Ensured compliance with company policies, industry regulations, and local laws within all aspects of center operations.
- Developed strong relationships with vendors to negotiate contracts, resulting in reduced expenses for the center.
- Managed a team of employees, ensuring proper training and development for optimal performance in their roles.
- Maintained a safe work environment by enforcing safety protocols, conducting regular inspections, and addressing potential hazards swiftly.
- Developed innovative strategies aimed at increasing revenue generation within the center''s various departments or services offered.
- Implemented targeted marketing campaigns that resulted in increased foot traffic into the facility.
- Provided regular feedback on employee performance, offering guidance and support for professional growth opportunities when needed.
- Handled budgeting responsibilities including forecasting expenditures allocating resources accordingly.
- Managed work and performance of more than 23 employees.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
Senior Customer Service Advisor
MCI Sales and Service
06.2016 - 06.2022
- Oversaw scheduling functions to ensure adequate staffing during peak call volume periods without exceeding budgetary constraints.
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Handled high-profile clients, ensuring exceptional service levels and fostering long-term relationships.
- Reduced customer complaints by proactively identifying areas for improvement within the department.
- Balanced multiple priorities effectively while ensuring timely completion of tasks without compromising quality or accuracy of work produced.
- Mentored junior advisors, fostering a culture of continuous learning and development.
- Contributed valuable insights during strategy meetings focused on refining overall organizational approach toward delivering superior customer experiences.
- Collaborated with cross-functional teams to optimize customer support strategies.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Processed, scheduled and executed customer orders for new and established customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Investigated and resolved accounting, service and delivery concerns.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Service Advisor
MCI Sales and Service
06.2011 - 06.2017
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Reduced wait times with efficient coordination of service tasks among technicians.
Tech 2
MCI Sales and Service
05.2007 - 06.2011
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Actively participated in continuous learning initiatives to stay updated on industry trends and advancements in technology.
- Increased equipment lifespan, performing preventive maintenance and timely repairs.
- Enhanced operational efficiency, automating repetitive technical tasks where possible.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Collaborated with parts department personnel to ensure timely delivery of necessary components for efficient completion of repairs.
- Supported a positive customer experience by providing follow-up services such as test drives and post-repair consultations when necessary.
- Demonstrated versatility by successfully completing a variety of motorcoach repairs, including engine overhauls, transmission replacements, and suspension work.
- Enhanced customer satisfaction by providing timely and accurate repairs on a wide range of vehicles.
- Streamlined work processes through effective communication with team members, leading to increased productivity in the workshop.
- Improved vehicle performance by conducting thorough inspections and diagnostic tests on various systems.
- Maintained a clean and organized work environment, adhering to industry best practices for safe operation of equipment and tools.
- Reduced repair times by efficiently using specialized tools and equipment for each task, ensuring minimal downtime for customers.
- Minimized warranty claims by executing proper installation procedures for all replacement parts according to manufacturer specifications.
- Maintained clean and organized work area to easily locate repairing tools and equipment.
- Followed guidelines while performing maintenance and repairs to prevent work-related injuries.
- Resolved mechanical issues using both technical and manual skills.
- Assembled and disassembled equipment to perform repairs and maintenance.
- Read and interpreted technical drawings and schematics to understand equipment design and proper maintenance.
- Tore down, repaired and rebuilt faulty assemblies such as power systems, steering systems and linkages.
- Checked brake systems and determined need of pad replacement, disc turning or other maintenance requirements.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Repaired and replaced worn and damaged components.
- Explained estimates and determined repair timelines to manage customer expectations.
- Read and followed technical documentation to complete accurate repairs.
Education
Automotive Mechanic Degree - Automotive Technology
Pennco Tech
Blackwood NJ 05-2007
Skills
- Operational efficiency
- Health and safety compliance
- Scheduling coordination
- Equipment management
- Incident response
- Facility maintenance
- Workforce management
- Staff leadership
- Staff hiring
- Data analysis
- Facility management
- Staff development
- Financial reporting
- Account management
- Sales management
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Customer service management
- Decision-making
- Effective leader
- Self motivation
- Analytical thinking
- Employee relations
Affiliations
- Women In Buses Council - Chair of Operations and Maintenance
- African American Motor Coach Council Member
- Namo member
Timeline
Service Center Operations Manager
MCI Sales and Service
06.2022 - Current
Senior Customer Service Advisor
MCI Sales and Service
06.2016 - 06.2022
Service Advisor
MCI Sales and Service
06.2011 - 06.2017
Tech 2
MCI Sales and Service
05.2007 - 06.2011
Automotive Mechanic Degree - Automotive Technology
Pennco Tech
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