Nicole Cottrell
Cleveland,OH
Summary
Dynamic leader with a proven track record at Carrier, adept at streamlining operations and enhancing customer experiences through innovative solutions and critical thinking. Excelled in motivating teams, achieving productivity goals, and implementing technology for service excellence. Skilled in customer needs analysis and employee development, demonstrating superior follow-through and teamwork.
Overview
25
25
years of professional experience
Work History
Service Manager
Carrier Commercial Service
Valley View, Ohio
09.2022 - Current
- Utilized technology to streamline service operations and improve customer experience.
- Performed root cause analysis on recurring problems encountered by customers.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Created detailed reports on service activities for senior management review.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
Service Operations Lead
Carrier Commercial Service
Valley View, OH
04.2017 - 08.2022
- Met productivity goals by adhering to operating standards and managing labor and expenses.
- Identified needs of customers promptly and efficiently.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Trained, mentored and motivated employees to maximize team productivity.
Dispatch Supervisor/Warranty Administrator
Carrier
Valley View, OH
07.2015 - 04.2017
- Kept thorough records of service actions and customer information.
- Organized claims paperwork and booked appointments with customers.
- Processed warranty paperwork for accurate documentation, reporting and filing.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Managed daily delivery and work schedules to maximize coverage.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
Service Coordinator
Carrier
Valley View, OH
11.1999 - 07.2015
- Customer service
- Parts coordination
- A/P and A/R
- Billing
- Forecasting
- Scheduling
Education
SafeStart Trainer Certification
11-2024
Carrier People Leader Workshop Series
06-2023
Associate of Arts - Business Administration And Management
Cuyahoga Community College
Cleveland, OH05.1999
High School Diploma -
Brecksville-Broadview Heights High School
Broadview Heights, OH05.1995
Skills
- Passion for servicing customers
- Understanding of Customers' Needs
- Creative and innovative
- Superior follow-up and follow-through
- Critical Thinking
- Teamwork and collaboration
- Employee coaching and motivation
Timeline
Service Manager
Carrier Commercial Service
09.2022 - Current
Service Operations Lead
Carrier Commercial Service
04.2017 - 08.2022
Dispatch Supervisor/Warranty Administrator
Carrier
07.2015 - 04.2017
Service Coordinator
Carrier
11.1999 - 07.2015
SafeStart Trainer Certification
Carrier People Leader Workshop Series
Associate of Arts - Business Administration And Management
Cuyahoga Community College
High School Diploma -
Brecksville-Broadview Heights High School
Similar Profiles
Peter SmithPeter Smith
Service Manager at Carrier Commercial ServiceService Manager at Carrier Commercial Service
Twila HalcombTwila Halcomb
Service Department Dispatcher at Carrier Commercial Service, Division Of UTCService Department Dispatcher at Carrier Commercial Service, Division Of UTC
VISHAL BHARDWAJVISHAL BHARDWAJ
Market Manager at Carrier Commercial ServiceMarket Manager at Carrier Commercial Service