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, LASkills
- 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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