Summary
Overview
Work History
Education
Skills
Additional Information
Interests
Guild leader for an MMORPG
Work Availability
Personal
Timeline

Wayne Hendry

Harrisburg,Pa
“A life is like a garden. Perfect moments can be had, but not preserved, except in memory" (RIP Mr.Spock)
Leonard Nimoy

Summary

Detailed professional possessing creative mindset and extroverted personality. Offering 30-year background in account management. Experience in delivering client-focused solutions and managing multiple projects simultaneously. Excellent critical thinking, problem-solving and communication skills.

Overview

2
2
years of post-secondary education
33
33
years of professional experience

Work History

Account Management Specialist CE4

COMCAST
Philidelphia, PA
05.2015 - Current
  • Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
  • Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
  • Thru personal accountability have continually exceeded goals and advanced thru C.A.P. at every check point to current CE4 P level.
  • Continually sought out during Regular course of business days for insights and Inputs for Customer escalations by peers.
  • Seek out opportunities to lead discussions during team meetings Working with current leadership through Supervisor competencies.
  • Educate agents and customers on business practices during supervisor escalations as Part of Floor Support Team for 5+ years Selected for new Pilot Program “Customer Support Team / Resource Que"
  • Led Team members for advanced account research and customer service escalations
  • Selected for Peer Assisted Learning (PALs) team assisting Comcast University with hands on Training and using best practices. Training New Hires coming to be part of billing team.
  • Partnered with peers and leadership to help resolve customer issues in timely manner Partnered with Keystone Division Corporate Escalations team for account research and reviews/ resolutions.

Service Writer/Assistant Manager

Family Ford
Carlisle, PA
04.2009 - 04.2015
  • Served as acting service manager during Managers absence.
  • Maintained requirements for level 1 to 3 service writer, Point of leadership between 8+ mechanics and Upper Management / business owners.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Conferred with sales teams to schedule and price repair requirements for used and new vehicles.
  • Gathered information through research and vendor inquiries to provide job estimates.
  • Presented different repair options to customers to help each person make appropriate choices.
  • Performed end of day paperwork, assist service manager with weekly and bi- weekly payroll paperwork.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.

Service Manager

Jim Winter Auto Care
Scottsdale, AZ
09.1987 - 01.2009
  • Supervised 6-10 auto techs, made sure jobs were completed on time and quality maintained.
  • Maintained adequate and experienced staff as business needs changed evolved.
  • Coordinated with shop owner and auto technicians to maintain workflow and to have shop function at peak efficiency and quality.
  • Worked with accounting and bookkeeping teams
  • Stock and inventory reports were up to date and any net gains or losses could be explained within reason.
  • Promoted to Service Manager after 9 years.
  • Ensured that established goals and quotas for department are met and motivated departments to achieve these goals.
  • Trained staff on products and services (through formal training and one-on-one coaching/ mentoring) by focusing on Competitor sales and marketing to educate employees to generate sales for new revenue.
  • Promoted brands of products and equipment, increasing sales 50% and maximizing overall revenue. During my tenure

Education

Associate Degree - Automotive and Diesel Technology

Arizona Automotive Institute, Glendale, AZ
09.1985 - 04.1987

Skills

Coachingundefined

Additional Information

  • Awards and Achievements:
  • Completed every check point for continued CAP progression promotions to advance to CE4 (p)
  • Selected and Completed the Keystone FLEET Program Future Leaders Excellence and Education Training.
  • Won multiple EXPY MPV Awards Won EXPY Leadership and Ambassador and All-Star Awards

Interests

Family

On line gaming

Guild leader for an MMORPG

As a Guild Leader I am responsible for day to day life dynamics of running a guild , daily conflicts between members and other members of the community. Organize and seek donations from within the guild for events and parties. Work with other established guilds to combine skill sets and attempt harder content

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Personal

Resilient and hands on experience working with multiple personality types and achieving dept.
Goals.
Willingness and ability to adapt and evolve, as shown by achievements.
Ability to think outside the box, respecting the customer and protecting the company interests at same time.
Using previous leadership skills, failures and successes, to mold current mind set.

Timeline

Account Management Specialist CE4 - COMCAST
05.2015 - Current
Service Writer/Assistant Manager - Family Ford
04.2009 - 04.2015
Service Manager - Jim Winter Auto Care
09.1987 - 01.2009
Arizona Automotive Institute - Associate Degree, Automotive and Diesel Technology
09.1985 - 04.1987

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Wayne Hendry