Norman Santos
Oakley,CA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Proactive leader with strengths in guiding teams and nurturing client relationships. Known for exhibiting confidence, collaboration and professionalism. Expert at customer retention and problem-solving.
Overview
26
26
years of professional experience
Work History
Regional Service Manager
KBA Document Solutions
10.2007 - Current
- Established and maintained relationships with customers.
- Planned and implemented strategies for improving customer service and satisfaction.
- Collaborated with sales teams to identify and meet customer needs.
- Managed team of 15 service technicians in regional capacity.
- Led service team meetings to facilitate communication and collaboration with technicians.
- Coordinated service technician training and development.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established performance goals for employees and provided feedback on methods for reaching those goals.
- Assisting Director of Service with running monthly profitability report.
- Running monthly reports for technicians calls per day and parts usage.
- Have taken over the Fleet Manager position for over a year now.
- In charge of company Cell Phones.
- Volunteered to backup our IT person to help during the installation and supporting of our Network infrastructure.
- Took over Director of Service duties while he was on vacation for a month.
- Proficient with E-Auto (taking service calls, placing supply orders and running reports) and CEO Juice.
- Familiar with Microsoft Office ie(word,excel,powerpoint).
- In charge of KFS, creating accounts and keeping customer list current.
Technical Support Team Lead
MBA Of California
06.2005 - 10.2007
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Rode along with technicians to help them better their troubleshooting skills.
- Problem machines would be escalated to me to attempt to resolve in the field.
- Supported Networking in the field and over the phone.
- Held monthly meeting with the service team to go over KPI and technical solutions.
Field Technician
American Business Equipment
01.2000 - 06.2005
- Communicated with customers to provide updates, gather information and resolve issues.
- Communicated with supervisor to report progress, discuss issues and seek guidance.
- Collaborated with other field technicians to resolve complex technical issues.
- Delivered high-quality work by diligently following standard operating procedures.
- Worked on Toshiba copiers.
- Troubleshot copier issues.
- I was the only dedicated SF tech at that time.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
Field Technician
Edington Service Group
04.1997 - 01.2000
- Worked on Xerox model A-4 type copiers.
- Troubleshoot issues
- Updated all existing contracted copiers NVRAM to Y2K compatible.
- Also helped customers order needed Toners and Drums when needed.
Education
No Degree - General
City College of San Francisco
San Francisco, CA09.1985
High School Diploma -
Jefferson High School
Daly City, CA06.1985
Skills
- Personnel Recruitment
- Clerical Support
- Employee Coaching and Mentoring
- Customer Needs Assessments
- Procedures Compliance
- Performance Improvement
- Product and Service Knowledge
- Employee Performance Reviews
Languages
Spanish
Native or Bilingual
Timeline
Regional Service Manager
KBA Document Solutions
10.2007 - Current
Technical Support Team Lead
MBA Of California
06.2005 - 10.2007
Field Technician
American Business Equipment
01.2000 - 06.2005
Field Technician
Edington Service Group
04.1997 - 01.2000
No Degree - General
City College of San Francisco
High School Diploma -
Jefferson High School
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