Rachel McClatchie
Peru,NY
Summary
Dynamic Service Manager at Fenyx USA with a proven track record in enhancing customer satisfaction and operational efficiency. Expert in conflict resolution and team leadership, successfully reduced service downtime and increased repeat business through strong client relationships. Proficient in service scheduling and vendor sourcing, driving continuous improvement in service delivery.
Results-driven logistics professional prepared for demands of dynamic logistics environment. Extensive experience in streamlining transportation and warehouse operations to enhance overall efficiency. Focused on team collaboration and achieving results, known for adaptability and reliability in meeting changing needs.
Professional with high standards and results-driven approach, prepared for role of Office Manager. Skilled in team collaboration, adaptable to changing needs, and reliable. Proficiencies include administrative management, scheduling, budgeting, and staff coordination. Known for effective communication, problem-solving, and organizational skills.
Overview
6
6
years of professional experience
Work History
Service Manager
Fenyx USA
08.2020 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- 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.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
Office Manager
Fenyx USA
01.2019 - Current
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
Education
High School Diploma -
Beekmantown
Beekmantown06-2008
Skills
- Positive attitude
- Multitasking and organization
- Problem-solving
- Customer service
- Customer service management
- Time management
- Conflict resolution
- Employee relations
- Quality assurance
- Service scheduling
- New employee hiring
- Staff management
- Service quality management
- Estimating and quoting
- Inventory management
- Service and parts teams management
- Technical support
- Customer satisfaction measurement
- Supply ordering
- Schedule management
- Sales support
- Project planning
- Proficient in: Epicor (ERP), EXCEL, Microsoft Word, Microsoft Office, File maker Pro, Teams
- Vendor sourcing
- Shipping and receiving
- Attention to detail
- Shipment tracking
- Invoicing and shipping documentation
- Freight negotiation
- Inventory management procedures
- Office management
- Payroll processing
- Administrative support
- Supply management
- Hand tools proficiency
- Refrigerant handling
- Testing and repair
- Brazing and soldering
Timeline
Service Manager
Fenyx USA
08.2020 - Current
Office Manager
Fenyx USA
01.2019 - Current
High School Diploma -
Beekmantown
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