Keith James Curtis

Work History

JensonUSA

06.2019 - Current

Oversee a team of Warranty Service Techs, ensuring service levels are met and vendor dealer agreements were honored.
Used Monday.com to log and monitor day to day customer service interactions and status of Warranty claims.
Coordinate daily objectives amongst team ensuring all Warranty Service matters are being handled in the timely manner.
Kept dept. workloads balanced to achieve objectives while maintaining high job satisfaction.
Improve customer experience and overall dept. success by creating 'SOP's' that ensure the most efficient service is provided. SOP's are still in use at JensonUSA.
Diffuse intense & escalated customer interactions maintaining high-level of service and ensure customer experience is always a pleasant one.
Run daily & weekly departmental meetings, where we discussed objectives and created plans of actions to improve all areas of the Warranty Service Dept.
Improve Vendor relationships by working with retail partners and manufacturers ensuring our policies and Warranty Service greatly represent all brands.
Provide periodic records of department success to ensure team received recognition for their consistent accomplishments.
Prepared detailed reports for upper level management to clarify existing trends, review service and inventory data and support lean minimization.
Implemented processes to ensure the work environment was always a safe one.
Maintained current industry knowledge by reading publications, attending events and completing training.

Shipmonk

03.2018 - 05.2019

Captured customer service schematics for use in project planning.
Interacted with customers to learn their needs, and develop training material and tools based on that info for our team to provide exemplary customer service.
Trained and mentored team force to meet project needs and promote positive work environment.
Participated in internal reviews of proposed products and upcoming promotional offers.
Answered customer telephone calls promptly to avoid on-hold wait times.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Processed customer service orders promptly to increase customer satisfaction.
Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

UPS

08.2015 - 12.2017

Responsible for running multiple belts/PD's on the outbound side of operations, day to day responsibilities included but were not limited to
Creating employee schedules to align coverage with forecasted demands.
Coordinating trailer spot & pull times with Feeder drivers to ensure production was never at a halt and outbound service met.
Ensuring belts were properly and safely set up for the day so packages could travel to outbound in prime condition.
Ensure team loaded trailers safely and handled customer packages with care.
Used 5pt Wall System
Monitor Employees Safety
Generate detailed daily production reports for upper management review.
Diagnose production needs and solve problems quickly.
Log Employee Work-Hours and day to day production
Daily meetings with upper management to ensure all objectives were being reached and diagnose any problems preventing such.
Created and oversaw employee training schedule to emphasize productivity and resource conservation.
Mentored team members to enhance professional development and accountability in workplace.
Inspected products prior to shipment to verify accurate labeling and recordkeeping.
Managed work station assignments, employee breaks and shift rotations to achieve assigned objectives.
Managed proper staffing level daily by checking sick leaves and forecasting employee vacations and unanticipated absences.
Established objectives to offer team members clear roadmap to help company achieve overall goals.