Summary
Overview
Work History
Education
Skills
Timeline
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Timothy Hunter

Minden,LA

Summary

With a proven track record at Cummins Sales & Service, I excel in complaint handling and complex problem-solving, enhancing customer satisfaction and operational efficiency. My expertise in client representation and teamwork, coupled with a Six Sigma Green Belt project that saved $1.2 million, showcases my ability to drive significant business improvements.

Overview

23
23
years of professional experience

Work History

L1 Service Advocate

Cummins Sales & Service
06.2024 - Current
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Developed rapport with clients, leading to increased trust in the organization''s services.
  • Coordinated with cross-functional teams to ensure seamless resolution of customer issues, resulting in higher satisfaction rates.
  • Performed follow-up services for dissatisfied customers.
  • Increased first-call resolutions by employing effective problem-solving strategies tailored to each unique situation.
  • Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.

Parts Associate

Cummins Sales & Service
06.2023 - 05.2024
  • Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
  • Organized parts storage and stocked inventory according to established guidelines.
  • Maintained clean and neat parts counter and sales floor.
  • Completed sales and service documentation for customer and business records and provided receipts of purchase.
  • Researched vehicles and parts via physical catalogs and electronic means.
  • Conducted regular inventory audits, maintaining accurate records and minimizing discrepancies between physical stock levels and database entries.
  • Increased overall customer satisfaction by providing knowledgeable assistance on part selection and troubleshooting issues.
  • Assisted customers with identifying correct parts for their vehicles, utilizing product knowledge and catalog resources.
  • Ordered parts from various distributors to fulfill demands.

Branch Manager

M&D Distributors
08.2015 - 10.2021
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Drove cross-selling efforts by collaborating with various departments within the organization to maximize revenues from existing clients.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.
  • Maintained friendly and professional customer interactions.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily branch operations, ensuring compliance with regulatory standards and maintaining operational integrity.

Location Manager

Cummins Mid-South
08.2011 - 08.2015
  • Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
  • Optimized staff scheduling to ensure adequate coverage during peak hours and reduced overtime expenses.
  • Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs.
  • Streamlined branch workflow processes, enhancing overall operational efficiency and reducing costs.
  • Managed branch operations for optimal efficiency, ensuring smooth daily functioning and minimizing downtime.
  • Coached staff to improve efficiency and revenue with more effective procedures and approaches.
  • Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
  • Oversaw facility maintenance tasks to maintain a clean, safe working environment for both staff and customers alike.
  • Conducted regular audits of branch activities, ensuring compliance with regulatory requirements and company policies.
  • Developed strong relationships with clients, fostering loyalty and trust while driving business growth.
  • Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
  • Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
  • Organized schedules to adequately cover routine business demands as well as special periods of high demand such as [Type].

Service Advisor

Louisiana Kenworth
04.2009 - 08.2011
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.

Account Manager

Louisiana Machinery
04.2004 - 01.2009
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Managed 34 truck dealers across Louisiana, averaged 10 to 15 customer calls a week.
  • Trained 4 truck dealers in warranty claims preparation and filing. Enabled dealers to recover warranty costs amounting to hundreds of thousands of dollars.
  • Diagnosed engine failures using Failure Analyses Process.
  • Managed engine sales for the top 100 Customers in the state.
  • Member (Green Belt) of action project team for warranty recovery rates. (Six Sigma Project) Improvements saved the company $1.2 million dollars over a 12 month period.

Warranty Administrator

Shreveport Truck Center
06.2002 - 04.2004
  • Processed claim paperwork and followed up on missing information to complete processing.
  • Educated customers on their vehicle''s warranty coverage, resulting in enhanced customer experience and trust.
  • Supported service department in understanding applicable warranties, leading to improved accuracy in diagnosing warrantable repairs.
  • Promoted transparency with customers by providing detailed explanations of their vehicle''s warranty coverage during the onboarding process.
  • Identified areas of improvement within the warranty administration process, implementing changes that led to increased efficiency and cost savings for the company.
  • Managed warranty parts inventory, ensuring prompt return to vendors for reimbursement purposes.
  • Negotiated goodwill assistance from manufacturers when appropriate, securing financial relief for customers facing costly non-warranty repairs.
  • Resubmitted rejected claims or received write-off authorization to maintain records and proper documentation.
  • Streamlined the warranty process for increased efficiency and faster claim resolutions.
  • Maintained a high level of accuracy in claim submissions, resulting in minimal rejections due to incorrect information or incomplete documentation.
  • Reduced company costs by identifying and preventing unwarrantable repair expenses.
  • Submitted supporting documents to satisfy criteria required by manufacturer or distributor.
  • Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.

Education

High School Diploma -

Woodlawn High School
Baton Rouge, LA

Skills

  • Complaint handling
  • Decision-making skills
  • Complex Problem-solving
  • Customer service background
  • Call handling
  • Document review
  • Client representation
  • Teamwork and collaboration
  • Problem-solving abilities
  • Time man
  • Supervisory experience
  • Active listening

Timeline

L1 Service Advocate

Cummins Sales & Service
06.2024 - Current

Parts Associate

Cummins Sales & Service
06.2023 - 05.2024

Branch Manager

M&D Distributors
08.2015 - 10.2021

Location Manager

Cummins Mid-South
08.2011 - 08.2015

Service Advisor

Louisiana Kenworth
04.2009 - 08.2011

Account Manager

Louisiana Machinery
04.2004 - 01.2009

Warranty Administrator

Shreveport Truck Center
06.2002 - 04.2004

High School Diploma -

Woodlawn High School

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