Shane C. Potts
Ellensburg,WA
Summary
Dedicated Product Support Representative with proven expertise in technical support, issue resolution, and customer relationship management. Committed to enhancing user experience and driving customer satisfaction through effective communication and problem-solving.
Overview
27
27
years of professional experience
Work History
Product Support Representative
Pape' Kenworth
Yakima, Washington
06.2022 - Current
- Provided technical support to customers via phone and email.
- Delivered technical support for customers using Pape Kenworth products, enhancing user experience.
- Partnered with service technicians to resolve complex customer inquiries, improving issue resolution.
- Addressed all incoming inquiries accurately and efficiently, contributing to overall customer satisfaction.
- Conducted follow-up calls to ensure customer satisfaction with services.
- Provided timely follow-up with customers after resolution of their issues.
- Documented customer interactions in the company CRM system.
Territory Manager
Pape' Machinery
Ellensburg, Washington
07.2021 - 06.2022
- Developed and implemented strategies to increase sales in assigned territory.
- Developed territory plans aligning with company goals for increased market share.
- Engaged with existing accounts to identify opportunities for market share growth.
- Managed customer relationships to enhance satisfaction and foster loyalty.
- Collaborated with sales teams to create promotional strategies that drive engagement and sales.
- Coordinated product demonstrations and presentations for clients and stakeholders.
(Owner)
All Aces Paving & Seal Coating
Ellensburg, Washington
01.1999 - 01.2007
- Managed daily operations and staff scheduling to ensure efficient workflow.
- Managed financial records, including budgets, cash flow, invoicing, and payroll.
- Negotiated contracts with clients for services rendered.
- Supported employee development of skills and abilities, enabling personnel to effectively fulfill current or future job roles and responsibilities.
Trade Link Consulting
(Owner) Hay Export
Ellensburg, Washington
01.2016 - 11.2023
- Ensured timely replenishment of stock by managing inventory levels across departments.
- Negotiated farm contracts to achieve favorable pricing and delivery terms.
- Cultivated strong relationships with key suppliers to enhance service quality.
- Conducted regular audits of purchasing processes to improve compliance and operational efficiency.
- Purchased highest quality products at lowest possible prices.
- Performed sales visits to Japan, South Korea, and China to engage end users and operations.
Skills
- Technical support
- Product knowledge
- CRM systems
- Issue resolution
- Troubleshooting techniques
- Product demonstrations
- Client management
- Escalation handling
- Time management
- Problem solving
- Team collaboration
- Territory planning
Timeline
Product Support Representative
Pape' Kenworth
06.2022 - Current
Territory Manager
Pape' Machinery
07.2021 - 06.2022
Trade Link Consulting
(Owner) Hay Export
01.2016 - 11.2023
(Owner)
All Aces Paving & Seal Coating
01.1999 - 01.2007