Kenneth Swain
Bethlehem,PA
Summary
Encouraging manager seeking a company to grow with and to provide problem-solving with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
Work History
Service Manager
JF Petroleum Group
11.2015 - 05.2023
- Resolved over 400 customer complaints in professional and timely manner.
- Maintain and monitored P&L for the branch budget and expenses that needed to be met every month.
- Managed multiple projects and the financial side as well as the inventory when it was needed.
- Monitored service staff performance and provided feedback for improvement during annual evaluation.
- Met with customers to discuss service needs and offer available solutions.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Had to monitor all payroll and time on a weekly basis.
Field Technician
Crompco
04.2013 - 11.2015
- Communicated with customers to provide updates, gather information and resolve issues.
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Collaborated with other field technicians to resolve complex technical issues.
- Delivered high-quality work by diligently following standard operating procedures.
- Traveled from east coast to west coast for testing multiple sites.
- Maintaining licensing in all states where testing was needed.
Customer Service Representative
Synchronoss
06.2009 - 02.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
John Adams High School
Ozone Park, NY06.2000
Skills
- Quality Control
- After-Hours Support
- Growth Portfolios
- Word Processing
- Technical Support
- Office Administration
- Time Management
- MS Office
- Team Leadership
- Excel
- Paylocity
Accomplishments
- Achieved Smith driving by completing a 8hr course with accuracy and efficiency.
- Managed a team of 20 - 50 staff members.
- Leadership courses provided by the company.
Timeline
Service Manager
JF Petroleum Group
11.2015 - 05.2023
Field Technician
Crompco
04.2013 - 11.2015
Customer Service Representative
Synchronoss
06.2009 - 02.2013
High School Diploma -
John Adams High School
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