TIMOTHY MAYBEN
PAWTUCKET,US
Summary
Technical Services Coordinator with extensive experience in enhancing customer satisfaction and operational efficiency. Adept at relationship building, process documentation, and customer advocacy, utilizing over a decade of expertise to streamline operations and drive client satisfaction. Passionate about leveraging analytical skills to innovate and improve service delivery, aiming to inspire a culture of excellence and continuous improvement.
Overview
12
12
years of professional experience
Work History
Technical Services Coordinator
Harpak-ULMA Packaging, LLC
08.2021 - Current
- Coordinate technician schedules for timely service, boosting client satisfaction.
- Generate accurate quotes for installations and service calls, improving revenue flow.
- Set schedules for preventive maintenance, and on-site repairs or installations.
- Act as the primary contact for customers, enhancing client relationships.
- Analyze and finalize service visit costs, ensuring accurate invoicing through meticulous data review and collaboration with the accounting department.
- Assisted with the creation of process documents to enhance onboarding procedures, streamline operations, and improve team efficiency.
- Implemented process improvements, resulting in streamlined workflows and reduced downtime across service operations.
- Acted as interim Service Manager for the served product line during the Manager's absence (vacation, leave, etc.).
Sr. Representative, Customer Advocate - Santander Executive Office
Santander Bank
12.2020 - 08.2021
- Resolved complaints through OFAC, BBB, and Attorney General channels.
- Provided professional support and recommended improvements, consistently meeting service standards, and enhancing customer value.
- Reduced response times, boosting customer retention through proactive solutions.
- Cultivated a customer-centric culture, mentoring team members to uphold high standards of professionalism and empathy in all interactions.
- Spearheaded cross-departmental initiatives to enhance service quality, resulting in measurable improvements in customer satisfaction, and operational efficiency.
- Analyzed and resolved complex customer complaints through official channels, demonstrating expertise in regulatory compliance and dispute resolution.
Sr. Rep, Customer Advocate - Problem Resolution Outreach Team
Santander Bank
07.2019 - 12.2020
- Resolved customer issues with precision, enhancing service quality and satisfaction.
- Identified improvement areas, boosting customer perceived value through strategic recommendations.
- Utilized analytical skills to address complex problems, achieving measurable results.
- Collaborated with teams to uphold company service standards, ensuring consistent excellence.
- This role merged with the Executive Office.
Sr. Representative, Tier 2 Support
Santander Bank
09.2018 - 07.2019
- Handled escalated customer issues and complex inquiries, ensuring swift resolution, efficiency, trust, and satisfaction.
- Collaborated with cross-functional teams to enhance support processes.
- Provided detailed follow-ups, improving customer retention rates.
- Supported business lines, leading to streamlined operations.
- Assisted in training new hires, ensuring they were equipped with the necessary skills for success in their role.
- Answered questions quickly via email or return phone call within a two-hour period.
Floor Support
Santander Bank
09.2017 - 09.2018
- Supported team managers by coaching and leading meetings, ensuring smooth operations.
- Edited schedules to optimize team efficiency.
- Managed team coverage during leaves, maintaining seamless workflow continuity, and crucial backup during manager absences.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Customer Service Representative, Tier 1
Santander Bank
01.2017 - 09.2017
- Managed call schedules and breaks, ensuring seamless customer service and availability.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Handled customer inquiries, and escalated complex issues efficiently when necessary.
- Provided online banking support, enhancing customer satisfaction.
- Collaborated with the back office to resolve issues, improving service quality.
Auto Damage Appraiser
Central Auto Team
06.2015 - 12.2016
- Evaluated customer vehicles for accurate damage assessment and repair planning.
- Collaborated with insurance companies to streamline parts ordering and billing processes.
- Enhanced repair timelines by coordinating with manufacturers for parts procurement.
- Utilized CCC One and Mitchell to determine repair costs and timeframes, ensuring efficiency.
- Improved customer satisfaction through precise appraisals and effective communication.
Auto Damage Adjuster
GEICO
01.2015 - 06.2015
- Evaluated auto damage claims, ensuring accurate assessments, and timely resolutions.
- Collaborated with repair facilities to streamline repair processes, and reduce cycle times.
- Utilized analytical skills to negotiate settlements, achieving satisfactory outcomes for all parties.
- Provided detailed reports on claim status, enhancing transparency and communication.
- Improved customer satisfaction through effective problem-solving and support.
Sales Associate
CarMax
01.2014 - 01.2015
- Assisted customers with vehicle purchases, enhancing customer satisfaction, and closing sales.
- Exceeded sales targets through effective communication and customer relationship management.
- Developed in-depth product knowledge to provide insightful recommendations to customers.
- Resolved customer issues promptly, improving the overall dealership reputation.
- Delivered exceptional customer service, enhancing client satisfaction and loyalty.
Education
High School Diploma -
Ross S Sterling High School
Baytown, TX06.2011
Skills
- Customer Service
- Relationship building
- Problem Solving
- Customer Advocay
- Customer Experience
- Customer Support
- Training
- Coaching
- Scheduling
- Dispatching
- Billing
- Process Documentation
- Communication
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Team collaboration
- Effective communication
- Active listening
- Decision-making
Timeline
Technical Services Coordinator
Harpak-ULMA Packaging, LLC
08.2021 - Current
Sr. Representative, Customer Advocate - Santander Executive Office
Santander Bank
12.2020 - 08.2021
Sr. Rep, Customer Advocate - Problem Resolution Outreach Team
Santander Bank
07.2019 - 12.2020
Sr. Representative, Tier 2 Support
Santander Bank
09.2018 - 07.2019
Floor Support
Santander Bank
09.2017 - 09.2018
Customer Service Representative, Tier 1
Santander Bank
01.2017 - 09.2017
Auto Damage Appraiser
Central Auto Team
06.2015 - 12.2016
Auto Damage Adjuster
GEICO
01.2015 - 06.2015
Sales Associate
CarMax
01.2014 - 01.2015
High School Diploma -
Ross S Sterling High School
LINKS
LinkedIn: www.linkedin.com.