Summary
Overview
Work History
Education
Skills
Timeline
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Kenneth Donald

Staunton,VA

Summary

Driven by a goal-oriented mindset, I enhanced team productivity and customer satisfaction at Travel Centers of America through superior workflow management and effective communication. Leveraging skills in client relationship building and complaint handling, I streamlined operations and boosted revenue, showcasing a strong work ethic and attention to detail. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

20
20
years of professional experience

Work History

Truck Services PCM

Travel Centers Of America
04.2022 - Current
  • Increased team productivity with effective communication and collaboration strategies.
  • Managed a high volume of customer inquiries, demonstrating excellent problem-solving skills to resolve concerns quickly.
  • Optimized resource allocation through effective scheduling, prioritization of tasks, and delegation of responsibilities among team members.
  • Improved workflow management by introducing time-saving tools and techniques that boosted employee productivity.
  • Trained new employees on company policies, procedures, and best practices to improve overall efficiency.
  • Ensured compliance with safety regulations by conducting regular audits and implementing necessary improvements in the workplace.
  • Streamlined work processes by implementing efficient organizational systems and procedures.
  • Boosted revenue generation by upselling additional products or services when appropriate during customer interactions.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Ensured proper inventory counts to help establish less inventory shrink.

Truck Service TQM

Vesuvious Inc.
07.2013 - 04.2022
  • Assisted in creating a well-organized service department by maintaining accurate records of vehicle history, work orders, and invoices.
  • Reduced wait times for customers by prioritizing urgent cases and coordinating efforts among technicians.
  • Managed warranty claims efficiently, ensuring proper documentation and prompt reimbursement from manufacturers.
  • Developed comprehensive knowledge of various truck models, enabling efficient diagnosis and precise recommendations for repairs.
  • Streamlined communication between technicians and customers, ensuring clear understanding of repair needs and expectations.
  • Collaborated with team members to ensure timely completion of repairs, resulting in minimal downtime for clients.
  • Evaluated technician performance regularly, offering constructive feedback to improve efficiency or quality levels where needed.
  • Maintained a clean and safe workspace for technicians, contributing to an optimal working environment that reduced accidents or incidents.
  • Increased repeat business by establishing rapport with clients and addressing their concerns promptly and professionally.
  • Created and maintained daily and weekly reports for upper management.

Diesel Mechanic

Virginia Truck Center
05.2004 - 07.2013
  • Utilized hand tools and power tools to repair and maintain diesel engines according to industry standards.
  • Performed preventive maintenance on engines, transmissions, tires, and other vehicle systems.
  • Troubleshot and diagnosed problems with brakes, steering, and transmissions.
  • Completed checklist of fluid levels, air filter, tire pressure, and more as part of service orders.
  • Supported overall workshop efficiency by maintaining a clean, organized workspace and adhering to safety guidelines.
  • Diagnosed and repaired diesel engines to restore functionality in heavy-duty vehicles.
  • Maintained detailed records of all repairs, parts replacements, and services performed for reference during future work.
  • Examined engines, transmissions and vehicle systems to diagnose issues.
  • Troubleshot electrical system issues accurately to reduce the likelihood of recurring problems down the line.
  • Inspected and adjusted brakes, steering systems and wheel bearings to address related issues.
  • Installed new systems and components in vehicles.
  • Disassembled and repaired diesel engines in automobiles, trucks, buses, and construction vehicles.
  • Used specialty equipment, standard tools, and gauges to complete assessments and repairs.
  • Installed and adjusted fuel injection systems and turbochargers to enhance vehicle performance.
  • Ordered parts necessary for vehicle repairs and new installations.
  • Improved customer satisfaction with thorough inspections, accurate diagnoses, and effective communication of repair needs.

Education

High School Diploma -

Lexington High School
Lexington VA
06.1980

Skills

  • Goal-oriented mindset
  • Client Relationship Building
  • Complaint Handling
  • Workflow Management
  • Dispute Mediation
  • Customer satisfaction measurement
  • Escalation management
  • Cross-selling strategies
  • Customer Service
  • Strong Work Ethic
  • Attention to Detail
  • Listening Skills
  • Excellent Communication

Timeline

Truck Services PCM

Travel Centers Of America
04.2022 - Current

Truck Service TQM

Vesuvious Inc.
07.2013 - 04.2022

Diesel Mechanic

Virginia Truck Center
05.2004 - 07.2013

High School Diploma -

Lexington High School

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Kenneth Donald