Kevin MacDonald
Arnold,Maryland
Summary
Experienced advisor with over 8 years of customer-focused experience in service coordination, repair order management, and consultative sales. Adept at identifying maintenance needs, providing transparent cost estimates, and ensuring a seamless customer experience. Skilled in building customer loyalty, upselling preventive maintenance, and leveraging technology to enhance service efficiency. Passionate about delivering exceptional customer experiences that drive satisfaction and long-term business growth.
Overview
11
11
years of professional experience
Work History
Field Service Representative
3M
08.2023 - Current
- Educated customers on manufacturer-recommended maintenance and repair options to ensure vehicle safety and longevity.
- Successfully managed client service requests and field operations, developing customer satisfaction strategies that contributed to a 15% boost in client retention
- Utilized service management software to track work orders, communicate technician updates, and maintain customer records.
- Streamlined work order processes for faster response times and improved customer experience.
- Managed customer inquiries and concerns by providing timely, accurate solutions, resulting in high customer satisfaction scores.
- Maintained detailed service logs and ensured clients understood technical specifications and product functionality
- Supported cross-functional teams, providing insights to improve customer satisfaction and aligning service with client expectations
- Developed lasting relationships with clients through excellent communication and professionalism.
- Delivered high-quality services consistently, maintaining client trust and fostering repeat business.
Delivery Driver / Customer Service Representative
Specialty Products & Insulation
01.2023 - 08.2023
- Handled customer inquiries, service requests, and scheduling with a focus on providing an exceptional service experience.
- Developed strong relationships with clients, fostering trust through proactive communication and personalized service.
- Maintained detailed records of client interactions, ensuring accuracy in service documentation.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.Managed client interactions with a focus on timely, effective service, handling client inquiries, documenting service requests, and ensuring each interaction met high standards for customer support
- Maintained and updated customer records, ensuring all client needs and concerns were addressed promptly
- Maintained comprehensive records of client interactions, inquiries, and service actions, ensuring accuracy and customer satisfaction
- Verified accuracy of all deliveries against order forms.
- Maintained strong relationships with clients through proactive communication and personalized service.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
- Operated light trucks to deliver loads as far as 150 miles from home location.
Driver / Customer Service Representative
Shred It
01.2022 - 12.2022
- Safely handled and transported sensitive documents for HIPAA-compliant destruction, building a reputation for reliability and precision
- Regularly interacted with clients to ensure satisfaction, manage account updates, and provide timely resolutions for customer inquiries
- Maintained detailed records of interactions, ensuring transparency and traceability for all client transactions and service requests
- Handled customer inquiries, documented service requests, and implemented strategies to enhance customer satisfaction
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
Mobile Repair Technician
Agiliti Health
09.2020 - 12.2021
- Identified opportunities to upsell preventative maintenance services and replacement parts, enhancing client satisfaction while contributing to revenue growth.
- Inspected and repaired medical equipment with a focus on safety and regulatory compliance, generating $300,000 in revenue within the first year through exceptional technical and customer service
- Acted as a customer liaison, providing cost estimates, securing service approvals, and explaining diagnostics to clients.
- Addressed client inquiries and secured service authorizations, documenting each step meticulously to maintain a clear service record
- Resolved an average of 20+ technical issues per week, minimizing equipment downtime and ensuring uninterrupted operations for healthcare facilities
- Provided technical guidance to clients, contributing to customer satisfaction and retention with a clear, solution-driven approach
- Managed service requests and repair timelines to meet strict deadlines, demonstrating efficiency in workflow organization akin to a high-paced dealership environment.
- Assisted customers remotely via phone or email when in-person repairs were not feasible or practical.
- Provided diagnostic estimates for repairs, tracking malfunctions and breakage to draft repair cost estimates.
- Reduced repair turnaround time with streamlined workflow processes for increased productivity.
Driver / Customer Service Representative
Shred It
06.2017 - 08.2020
- Safely handled and transported sensitive documents for HIPAA-compliant destruction, building a reputation for reliability and precision
- Regularly interacted with clients to ensure satisfaction, manage account updates, and provide timely resolutions for customer inquiries
- Maintained detailed records of interactions, ensuring transparency and traceability for all client transactions and service requests
- Handled customer inquiries, documented service requests, and implemented strategies to enhance customer satisfaction
Laborer/Installer
AMAK Installation
04.2015 - 06.2017
- Supported construction operations by preparing sites, managing equipment, and maintaining safety protocols
- Assisted in the installation of commercial hardware, demonstrating adaptability and a willingness to handle a variety of tasks to meet project needs
Driver
Distribution By Air
06.2014 - 04.2015
- Responsible for the timely delivery of air freight and materials across multiple high-traffic locations, including BWI, Dulles, and Reagan National airports
- Developed strong customer relationships through prompt, courteous service and effective issue resolution, helping to ensure customer satisfaction and loyalty
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
Education
High School Diploma -
Rising Sun High School
Baltimore, MD06.2008
Skills
- Client Satisfaction Improvement
- Collaborative Relationship Development
- Repair Order Processing
- Accurate Cost Estimation
- Analytical Problem Solving
- Effective Time Management
- Written Communication Proficiency
- Effective Team Engagement
- Efficiency Under Pressure
- Adaptability to change
- Field Operations Coordination
- Analytical Diagnostic Skills
- Order Processing
Timeline
Field Service Representative
3M
08.2023 - Current
Delivery Driver / Customer Service Representative
Specialty Products & Insulation
01.2023 - 08.2023
Driver / Customer Service Representative
Shred It
01.2022 - 12.2022
Mobile Repair Technician
Agiliti Health
09.2020 - 12.2021
Driver / Customer Service Representative
Shred It
06.2017 - 08.2020
Laborer/Installer
AMAK Installation
04.2015 - 06.2017
Driver
Distribution By Air
06.2014 - 04.2015
High School Diploma -
Rising Sun High School
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