Suzanne Baldwin
Versailles
Summary
Proven Technical Service Specialist with a track record of reducing service calls by 80% at Gulf States Administrators through effective training and technical issue triage. Skilled in network troubleshooting and fostering high customer satisfaction, demonstrated at Toyota On Nicholasville by resolving concerns and managing technician teams efficiently.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technical Service Specialist
Gulf States Administrators
05.2024 - 02.2025
- Served as primary point of contact for triaging technical issues.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls by 80%.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
Assistant Service Manager
Toyota On Nicholasville
06.2012 - 05.2024
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
Assistant Service Manager
Green's Toyota Of Lexington
10.2006 - 03.2012
Education
Associate of Arts - Accounting
Bluegrass Community And Technical College
Lexington, KY05-2002
Skills
- Network troubleshooting
- Remote support
- Service desk operations
- Software knowledge
- Reynolds and Reynolds proficient
- CDK master software skill
Certification
ASE certified
Toyota Master Certified ASM
Timeline
Technical Service Specialist
Gulf States Administrators
05.2024 - 02.2025
Assistant Service Manager
Toyota On Nicholasville
06.2012 - 05.2024
Assistant Service Manager
Green's Toyota Of Lexington
10.2006 - 03.2012
ASE certified
Toyota Master Certified ASM
Associate of Arts - Accounting
Bluegrass Community And Technical College
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