Nicholas Donovan
North Tonawanda,NY
Summary
Customer Service Team Lead with several years of combined experience with proven leadership skills & track record of effectively evolving processes to streamline best business practices. Strong emphasis on clear communication & teamwork to deliver unparalleled, value driven customer service.
Overview
15
15
years of professional experience
Work History
Customer Service Team Lead
Howden USA / Chart Industries Inc.
09.2019 - Current
- Support CS team by acting as senior level support for incoming aftermarket requests for all customers within the North American Region
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Handled escalated customer complaints professionally and efficiently while maintaining a focus on achieving long-term customer satisfaction and retention.
Field Service Coordinator
Simmers Crane Design & Services Inc
07.2016 - 05.2018
- Serve as bidder, buyer and project manager for intensive jobs and work closely with sales team to improve overall customer experience.
- Coordinated with sales teams to provide pre-and post-sales technical support, resulting in increased customer retention.
- Managed scheduling and dispatch of field service technicians, ensuring timely onsite support for clients.
Customer Service Representative
Howden North America Inc
03.2014 - 07.2016
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Industrial Sales Specialist
Howden North America Inc
03.2013 - 03.2014
- Built rapport with customers and assessed needs to make product recommendations and upsell.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Implemented CRM tools to track client interactions, optimizing follow-up procedures for better results.
Senior Property Manager
Field Asset Services
06.2009 - 05.2012
- Supervised and managed an ancillary bid services team of seven for the organization's largest and most high-value clients
- Duties included assuming responsibility for obtaining quality and competitive bids from a network of over 13,000 vendors in order to preserve client properties
- Developed strong relationships with local vendors, ensuring timely completion of repairs at competitive prices.
- Addressed and defused escalated issues, and coordinated projected metrics and distribution of work flow with team lead.
Education
Technical Certification - Master Tech (Auto/ Diesel) & Alternative Fuels
Ohio Technical College
01.2008
Regents Diploma - General Studies and Automotive Technology
Alden High School
01.2006
Skills
- Customer Satisfaction
- Staff education and training
- Strategic sales knowledge
- Proficient in CRM & ERP systems
- Order Management
- Escalation Handling
- Technical Support
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Team Lead
Howden USA / Chart Industries Inc.
09.2019 - Current
Field Service Coordinator
Simmers Crane Design & Services Inc
07.2016 - 05.2018
Customer Service Representative
Howden North America Inc
03.2014 - 07.2016
Industrial Sales Specialist
Howden North America Inc
03.2013 - 03.2014
Senior Property Manager
Field Asset Services
06.2009 - 05.2012
Technical Certification - Master Tech (Auto/ Diesel) & Alternative Fuels
Ohio Technical College
Regents Diploma - General Studies and Automotive Technology
Alden High School
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