Summary
Overview
Work History
Education
Skills
Timeline
Generic

Keith Goslin

Alta Vista,KS

Summary

Proven to enhance customer satisfaction and team efficiency at KanEquip, I leveraged my expertise in customer service and schedule coordination to streamline operations and foster client loyalty. My proactive approach and ability to collaborate effectively led to significant improvements in service delivery and customer relationship building, ensuring positive outcomes and repeat business. Personable Service Writer accomplished in coordinating agricultural service jobs by distributing among technicians. Focused on customer service by negotiating pricing with vendors as well as navigating insurance and warranty policies. Passionate about solving problems through an in-depth understanding of the service department and customers' expectations.

Overview

19
19
years of professional experience

Work History

Service Writer

KanEquip
09.2012 - Current
  • Responded to customer calls and emails to answer questions about products and services.
  • Increased repeat business with exceptional customer service skills and follow-up calls to ensure satisfaction.
  • Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
  • Addressed customer concerns promptly and professionally, fostering trust and loyalty among clientele.
  • Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
  • Assisted in inventory management, helping maintain appropriate stock levels for parts department.
  • Worked effectively with repair staff and parts providers, staying current on availability and service processes.
  • Ensured accurate documentation of completed repairs, aiding in the maintenance of detailed records for future reference.
  • Enhanced communication between technicians and customers by acting as a liaison, resulting in clear expectations and better understanding of repair services.
  • Stayed up-to-date on technical knowledge through continuous education courses and manufacturer-provided training materials.
  • Presented different repair options to customers to help each person make appropriate choices.
  • Utilized industry-specific software programs efficiently to manage work orders, invoices, and customer information.
  • Consulted with customers to assess service requirements and produce accurate orders.
  • Established a welcoming and professional environment in the service area, creating positive first impressions for customers upon arrival.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Gathered information through research and vendor inquiries to provide job estimates.
  • Contributed to team goals by upselling additional services based on customer needs, generating increased revenue.
  • Optimized workflow processes by assigning tasks based on technician expertise, ensuring efficient completion of repair jobs and maximizing resource utilization.
  • Resolved issues by coordinating with sales and parts departments.
  • Collaborated with service team members to identify areas for improvement, leading to enhanced quality standards and procedures.
  • 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.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed timely and effective replacement of damaged or missing products.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved accounting, service and delivery concerns.
  • Trained new personnel regarding company operations, policies and services.
  • Promptly responded to inquiries and requests from prospective customers.
  • Cross-trained and provided backup support for organizational leadership.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Trained staff on operating procedures and company services.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Service Technician

KanEquip
04.2008 - 09.2012
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Inspected equipment to diagnose operational issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.
  • Increased customer satisfaction by providing timely and efficient service for various technical issues.
  • Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.

Delivery Driver

Steve's Floral
01.2006 - 06.2006
  • Delivered packages to customer doorsteps and business offices.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Improved customer satisfaction by ensuring timely and accurate deliveries of products.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Completed rush deliveries on tight timetables to satisfy customer needs.
  • Maintained upbeat, positive attitude in busy, customer-focused environment.
  • Worked scheduled hours as required and took on available shifts during holidays and busy periods.
  • Managed customer inquiries and complaints in polite and professional manner.

Education

High School Diploma -

Manhattan High School
Manhattan, KS
05.2006

Associate of Applied Science - Diesel Technology

Southeast Community College, Milford
Milford, NE
12.2007

Skills

  • Sales Transactions
  • Schedule Coordination
  • Order Preparation
  • Customer Service
  • Cost Estimates
  • Customer service expertise
  • Invoice Verification
  • Record preparation
  • Communicating with clients
  • Processing warranties
  • Product and service knowledge
  • Appointment Scheduling
  • Teamwork and Collaboration
  • Relationship Building
  • Product Recommendations

Timeline

Service Writer

KanEquip
09.2012 - Current

Service Technician

KanEquip
04.2008 - 09.2012

Delivery Driver

Steve's Floral
01.2006 - 06.2006

High School Diploma -

Manhattan High School

Associate of Applied Science - Diesel Technology

Southeast Community College, Milford

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Keith Goslin