Summary
Overview
Work History
Education
Skills
Timeline
Generic

Matt Marksbury

Auburn

Summary

Dynamic Service Manager with a proven track record at Cummins Inc., excelling in customer service management and team leadership. Enhanced operational efficiency through strategic process improvements and employee training, resulting in increased client loyalty and repeat business. Adept at conflict resolution and fostering a positive team environment to drive success.

Overview

18
18
years of professional experience

Work History

Service Manager

Cummins Inc.
11.2013 - Current
  • Assisted in resolving customer service inquiries, enhancing satisfaction and loyalty.
  • Supported the development of training materials for new service protocols.
  • Collaborated with team members to streamline service processes and improve efficiency.
  • Engaged in regular feedback sessions to identify areas for personal growth and improvement.
  • Participated in team meetings to discuss service challenges and brainstorm solutions collaboratively.
  • Adapted quickly to new systems and procedures, contributing to a smooth operational workflow.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Met with customers to discuss service needs and offer available solutions.
  • Analyzed service reports to identify areas of improvement.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Facilitated cross-functional team collaboration, improving resolution time for complex service issues.

Service Superisor

NC Power Systems
04.2007 - 11.2013
  • Supervised service operations, ensuring adherence to quality standards and company policies.
  • Led team training initiatives, enhancing staff skills and improving overall service delivery.
  • Implemented process improvements, resulting in increased operational efficiency and customer satisfaction.
  • Monitored performance metrics, identifying areas for enhancement and driving strategic adjustments.
  • Developed and maintained strong relationships with clients, fostering loyalty and repeat business.
  • Managed daily operations of the service department, maintaining a high level of organization and productivity.

Education

High School Diploma -

Brethren Christian High School
Cypress, CA
06-1992

Skills

  • Positive attitude
  • Team leadership
  • Multitasking and organization
  • Problem-solving
  • Employee training and development
  • Critical thinking
  • Goal oriented
  • Conflict resolution
  • Customer service management

Timeline

Service Manager

Cummins Inc.
11.2013 - Current

Service Superisor

NC Power Systems
04.2007 - 11.2013

High School Diploma -

Brethren Christian High School

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