Samuel Lombardi
Pasadena,MD
Summary
20+ years in parts specific customer success roles. Extensive background in customer relationship management and team leadership. Skilled in implementing process improvements and enhancing customer experiences. Contributes to growth in customer retention and satisfaction. Successfully manages diverse accounts, improving operational efficiency and customer success metrics. Prepared to support organizational needs with a focus on customer-centric solutions.
Overview
18
18
years of professional experience
Work History
Technical Support Specialist
FinditParts
Santa Monica, CA
04.2022 - Current
- Developed comprehensive knowledge of company's products and services to provide accurate solutions to customer inquiries.
- Provide technical support via phone, email, and salesforce to resolve customer inquires effectively.
- Provide technical support internally to help optimize day to to day operations and improve the customer experience.
- Develop customer relationships to enhance customer satisfaction and loyalty.
- Create tailored experiences based on customer needs, resulting in increased retention rates and sales growth.
- Manage a diverse portfolio of accounts, ensuring timely communication, effective problem resolution, and anticipation of customer need
- Conduct regular account reviews to identify areas for improvement and ensure continued success.
- High level of success resolving escalated issues, preventing potential loss of valuable customers and turning negative experiences into potential customer growth opportunities.
- Collaborate with cross functional teams to align strategies and improve the overall customer experience.
- Implemented process improvements that streamlined workflow efficiency across multiple departments within the business.
- Establish clear communication channels between departments
- Lead company projects and initiatives to promote growth and retention
- Developed Job Aides designed to present a knowledge base within the company
- Maintains 100% Quality Assurance scores since implementation
- Maintain Excelerator platform access for company usage including but not limited to updates, trouble shooting, and communicating status to leadership and customer service.
Owner
Self-employeed - MDAUTO TSN
Pasadena, MD
01.2014 - 03.2022
- Managed day-to-day business operations.
- Oversaw financial planning, budgeting, and expense control for sustainable operations.
- Established and maintained relationships with suppliers to optimize inventory management.
- Evaluated customer feedback to refine services and improve client satisfaction levels.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
Parts Manager
Miller Truck Service
Millersville, MD
02.2011 - 05.2015
- Developed vendor relationships to secure quality parts at competitive pricing.
- Oversaw inventory management, ensuring accurate stock levels and timely replenishment.
- Increased efficiency in the parts department by implementing an improved inventory management system.
- Implemented process improvements, enhancing efficiency in order fulfillment and delivery timelines.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Created customer support strategies to increase customer retention.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Led team of customer success specialists, providing ongoing training and support to enhance team performance.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Facilitated regular training sessions to ensure team proficiency in product knowledge and service standards.
Commercial Account Manager
NAPA Auto Parts
Millersville, MD
07.2008 - 01.2011
- Developed and maintained relationships with commercial clients to enhance customer satisfaction.
- Conducted regular account reviews to ensure alignment with client needs and expectations.
- Implemented process improvements that streamlined operations and enhanced efficiency
- Maintained detailed records of each account, documenting interactions, transactions, correspondence, agreements, and related information for easy access by team members as needed.
- Provided ongoing support to assigned accounts by acting as their primary point of contact for any issues or inquiries.
- Built relationships with customers and community to establish long-term business growth.
Education
Associate of Science - Computer Information Systems
Anne Arundel County Community College
Arnold, MD05-2021
Skills
- Customer relationship management
- Customer success
- Strategic thinking
- Proactive problem solving
- Effective Communication
- Adaptability
- Team leadership
- Customer retention
- Customer feedback implementation
- Data analysis
Timeline
Technical Support Specialist
FinditParts
04.2022 - Current
Owner
Self-employeed - MDAUTO TSN
01.2014 - 03.2022
Parts Manager
Miller Truck Service
02.2011 - 05.2015
Commercial Account Manager
NAPA Auto Parts
07.2008 - 01.2011
Associate of Science - Computer Information Systems
Anne Arundel County Community College