Justin Kellow
Troy,MI
Summary
With over 10 years of experience in the customer service industry and leadership roles, I have consistently focused on improving processes and building exceptional teams by leveraging individual strengths and addressing weaknesses. My motivation stems from the satisfaction of resolving customer concerns through innovative solutions and delivering outstanding service using established best practices. Although I easily adapt to new industries, my true passion and hobby revolve around the automotive world. Notably, I founded the "PNW Tundras" auto enthusiast group in September 2013 and successfully managed it until August 2017. Presently, the group continues to thrive with over 7000 members.
Overview
14
14
years of professional experience
Work History
Senior Service Support Advisor
Rivian
02.2022 - Current
- Communications Subject Matter Expert for Service Support Operations Program Team
- Building and maintaining program and processes documentation utilizing SharePoint, Word, Lucid Charts, Excel, and more
- Announcements creation for adherence by SSO groups to new and updated processes/programs
- Walkthrough Application creation with the use of Microsoft PowerApps
- User Group creation and maintenance to support tools and resources necessary for all members of the SSO
- Atlassian - Jira - Service Board - Feedback Portal Revamp, maintenance, automation, support, and creation of workflows for SSO
- Atlassian - Jira - Project Board - Migration of Technical Publications team from Vehicle User Experience space to allow better data aggregations and insight to actual work being performed working closely with the Director and Product Manager
- Support of additional programs with responsible Program Manager owner
- Keep records of owner interactions, recording details of concerns, complaints, or comments, as well as actions taken
- Building out Repair Plans for scheduling of service
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
- Subject Matter Expert of Fleet Service for team staff and co-collaborator teams
- A resource prior to escalations to handle and resolve fleet related client issues
- Responsible for training of leadership and advisors
- Assist in developing and maintaining processes with guidance from Fleet Program Managers
- Created and Maintained Training Material
- Roadside Mentor for advisors
- Development of advisors to create better understanding of processes related to Roadside
- Immediate Needs collaborator for Service Support Operations and Service Centers
- Providing clear communications with empathy and understanding to create resolutions that benefit all parties while executing service for the owner
- Facilitating Requests for Service Centers and Support Advisors
- Mentor for incoming new cohorts and continued partnership as a resource and career development for service advisors.
Team Lead, Software Support
Tyler Technologies
01.2020 - Current
- Lead, mentor and develop support team, with a range of experience, in a fast paced, highly technical environment
- Set and communicate support team goals and objectives
- Point of contact for clients and internal staff prior to escalation to handle and resolve client issues
- Prioritize and resolve high-level client inquiries, concerns and problems effectively, as needed that cannot be resolved through normal channels
- Created, monitored and maintained detailed team support metrics and developed plans to help reduce problem areas
- Provide outstanding customer service with high attention to detail
- Manage staffing schedule to ensure adequate staffing based on needs of business
- Provide web based training to new onboarding clients.
Team Lead, Shipping and Receiving
Douglas Dynamics
08.2018 - 01.2020
- Lead, mentored and developed Shipping and Receiving team to meet department goals and projects in high paced automotive manufacturing facility
- Worked with external logistics companies to ensure on-time shipments
- Use of a variety of software to produce shipment orders and correct inventory errors
- Managed future shipments, monitored and reviewed incoming shipments from external suppliers
- Created audits and standard work procedures to produce accurate results and reduce errors.
Construction Laborer, Foreman in Training
Performance Construction Group
04.2016 - 08.2018
- Read plans, instructions, or specifications to determine work activities
- Train workers in construction methods, operation of equipment, safety procedures, or company policies
- Analyze worker or production problems and recommend solutions, such as improving production methods or implementing motivational plans
- Assign work to employees, based on material or worker requirements of specific jobs
- Estimate material or worker requirements to complete jobs.
Tire Sales and Slab Lead
Les Schwab Tire Center
06.2015 - 05.2016
- Provided outstanding customer service and served as a point of contact for the team on what priority of projects were coming in
- Part running between stores as well as roadside assistance
- Tire, wheels, brakes, suspension and battery sales and install
- Read specifications or confer with customers to determine the desired custom modifications for altering the appearance of vehicles
- Inspect brake systems, steering mechanisms, wheel bearings, and other important parts to ensure that they are in proper operating condition.
Grocery Inventory and Management
Fred Meyer
04.2010 - 11.2014
- Supervise the activities of workers engaged in receiving, stocking, and sale of products
- Maintain an adequate staffing schedule based on needs of business
- Provide outstanding customer service to all customers, both externally and internally
- Interview, select, and train store personnel
- Plan, develop, or implement store safety and security programs and activities
- Monitor and maintain accurate inventory levels based on forecast projected sales
- In store trainer for management in training
- Monitoring monthly and quarterly fiscal sheets, adjusting department goals based on profits, losses and forecasts.
Education
Associate of Applied Science - CAD Drafting
Everett Community College
Washington, WAMobile Electronics Certified Professional - Silver and Bronze - Automotive 12 Volt Systems
Mobile Dynamics
Arizona, AZ05.2007
Skills
- Training and presentation
- Written Communication
- Problem-Solving
- Training and mentoring
- Process Improvement
- Stakeholder Management
- Excellent Communication
- Analytical Reasoning
- Relationship Building
- Strategic Planning
- Presentations and public speaking
- Project Management
- Detail Oriented
Timeline
Senior Service Support Advisor
Rivian
02.2022 - Current
Team Lead, Software Support
Tyler Technologies
01.2020 - Current
Team Lead, Shipping and Receiving
Douglas Dynamics
08.2018 - 01.2020
Construction Laborer, Foreman in Training
Performance Construction Group
04.2016 - 08.2018
Tire Sales and Slab Lead
Les Schwab Tire Center
06.2015 - 05.2016
Grocery Inventory and Management
Fred Meyer
04.2010 - 11.2014
Associate of Applied Science - CAD Drafting
Everett Community College
Mobile Electronics Certified Professional - Silver and Bronze - Automotive 12 Volt Systems
Mobile Dynamics