Robert Martinez
Rockfalls,IL
Summary
Product Support Manager with over 12 years of experience in the lighting industry.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Pure Edge Lighting
Chicago, IL
11.2022 - Current
- Enter sales orders
- Check status of orders.
- Answering customer emails,(questions,addressing concerns)
- Navigate internal and external website for customer issue resolution.
- Works with external departments to obtain information regarding missing components,solutions for issues and product questions.
- Process RMA and Tech support requests.
- Build good strong,relations with customer base.
Tech Support Manager
Visual Comfort & Co
Skokie, IL
04.2011 - 08.2022
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Provided excellent service and attention to customers when face-to face,email, or through phone conversations.
- Improved operations by working with team members and customers to find workable solutions.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Labor negotiations.
- Visited jobsites to help diagnose and make repair's when needed.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited, hired, and trained qualified candidates to fill open positions.
- Entered time and attendance logs in preparation for payroll.
- Monitored staff performance and addressed issues.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Created training modules and documentation to train staff.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Ran Quality management for Team to ensure quality of call.
Education
GED -
Sterling High School
Sterling, ILSkills
- Excellent communication, leadership, and customer service skills
- Strong product knowledge including Tech Lighting, Monte Carlo Fans and Generation Lighting Proficient in 8x8, JDE,Zen Desk, and MS systems
- Product Training
- Troubleshooting and finding solutions
- Customer Queries
- Interdepartmental Communication
- Customer Rma Management
- Customer Experience Improvement
- Ability to effectively motivate associates through guidance, direction, and development
- Troubleshooting and Diagnostics Installation and Repair
- Light Fixture Wiring
Timeline
Customer Service Representative
Pure Edge Lighting
11.2022 - Current
Tech Support Manager
Visual Comfort & Co
04.2011 - 08.2022
GED -
Sterling High School
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