Lincoln Palmer
Montague,NJ
Summary
To implement and utilize time-tested and proven methods of managing time during the work day as well as using on going training to increase productivity. Trying to make the work place a great place to be. To continue to grow with technology, and industry trends, and to be on the leading edge of services offered.
Overview
45
45
years of professional experience
Work History
Assistant Service Manager
Healey Brothers Automotive group
05.2005 - Current
- Writing, selling and scheduling necessary service work for the service department. Responsible for scheduling service appointments, and collecting customer and vehicle information before the customer’s arrival, whenever possible. Greeting the customer in a timely and friendly manner, as well as write up the customer’s vehicle problems accurately and clearly on the repair order. Advising the customer on additional future services to be performed based on the history of the vehicle, and will provide a complete and accurate written cost estimate of all repairs, including labor charges. In charge of several technicians and making sure all the repair work is dispatched and completed in a timely manner.
Service Manager
Cycle Motion, Inc
08.2004 - 05.2005
- Managed and scheduled all repair orders and wrote service for Kawasaki, Suzuki and Polaris motorcycles and ATVs. Handled warranty issues on a daily basis. Delegated work to a department of 6 technicians and was responsible for maintaining the supply of all parts needed for repairs.
National Customer Service /Product Support Manager
Onkyo, USA
01.2001 - 06.2004
- Responsible for resolution of Dealer issues and inquiries.
- Handling irate customer calls.
- Publishing of monthly departmental business reports.
- Reporting on Departmental and Product issues and inquiries.
- Handling department of 6 on-site and several off-site, multi-shift employees.
- Technical training of all employees at Onkyo and Integra.
- Customer service training relative to newly released software, and the ongoing training that is required.
- Researching technical inquiries from customers and dealers and informing entire staff of findings. and basing training from said issues.
- Training staff on new techniques of assisting customers with product information.
- Maintenance of FAQ's for three product lines and the websites affiliated with those products.
- Reviewing and adjusting all departmental reports.
- All firmware upgrades and inquiries and resolutions for the dealers that are supported.
- Understanding and training rep on Pronto and Chad remote programming and support.
- Attending dealer shows for purpose of providing information to dealers on new products that will soon be released.
- Archived information on closed Onkyo product lines.
- Employee reviews and staffing.
- Proofread new owner's manuals produced by Japan, in order to facilitate translation process and enhance customer understanding of same.
Warehouse Supervisor
Miller
01.1996 - 01.2001
- Responsible for running a produce warehouse with 10 employee’s picking produce to load a fleet of 8 trucks nightly supplying schools and restaurants in the area. Training employees to get the most productivity possible to meet the standards of the upper management. Responsible for maintaining and overseeing inventory and supplies by receiving, storing, and delivering items.
Customer Service Product Specialist
Samsung Electronics
01.1994 - 01.1996
- Responsible for handling technical questions.
- Involved with the usual expected customer service duties, i.e.; service issues, parts delays, etc.
Product Specialist
Sharp Electronics
01.1992 - 01.1994
- Handled all training responsibilities for sixty customer service representatives.
- Responsible for condensing the training program for audio and video products from 10-12 weeks in duration to 5-6 weeks duration.
- Liaison with Sales and Engineering to coordinate new product training support.
- Coordinated data and demographics collection and collation, specific to emerging trends in consumer product lines.
Customer Service Representative
Sharp Electronics
01.1989 - 01.1992
- Responsible for handling technical questions.
- Involved with the usual expected customer service duties, i.e.; service issues, parts delays, operational support to end-users.
- Maintained input of data into database re: customer concerns, trends in service issues; promoted within organization to above-referenced position.
Produce Department Manager
Great American Food Stores
01.1984 - 01.1989
- Maintained staff training.
- Responsible for layout and maintenance of retail grocery department.
- In charge of scheduling and payroll of seven employees.
- Responsible and accountable for inventory control, purchase ordering and quality control.
Apprentice Produce Manager
Great American Food Stores
01.1981 - 01.1984
- Responsible for vacation/vacancy coverage (float upstate NY) of full-time produce manager positions, A to C class stores.
- Position of apprenticeship to ready for assignment to own store department.
Education
High School -
Fayetteville-Manlius High School
Manlius, NYundefined
Syracuse University
Syracuse, NY01.1981
Skills
- Customer service focus
- training and development
- Service planning
- Schedule coordination
Community Service
- Boy Scouts of America, Assistant Scout Leader, 2001, 2004
- Cal Ripken Baseball League, Assistant Coach/Coach (T-ball division and Rookie division)
Training
- Attended Fred Pryor's presentation of "How to Supervise People"
- "Customer Service Excellence Course"
- America Management Association, International's presentation of "Time Management"
- Received corporate training in Excel and Word operation
Timeline
Assistant Service Manager
Healey Brothers Automotive group
05.2005 - Current
Service Manager
Cycle Motion, Inc
08.2004 - 05.2005
National Customer Service /Product Support Manager
Onkyo, USA
01.2001 - 06.2004
Warehouse Supervisor
Miller
01.1996 - 01.2001
Customer Service Product Specialist
Samsung Electronics
01.1994 - 01.1996
Product Specialist
Sharp Electronics
01.1992 - 01.1994
Customer Service Representative
Sharp Electronics
01.1989 - 01.1992
Produce Department Manager
Great American Food Stores
01.1984 - 01.1989
Apprentice Produce Manager
Great American Food Stores
01.1981 - 01.1984
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Syracuse University
High School -
Fayetteville-Manlius High School
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