Summary
Overview
Work History
Education
Skills
Timeline
Generic

William Evans

Irving

Summary

Dynamic leader with a proven track record at Alta Equipment Company, enhancing customer satisfaction through strategic planning and effective escalation management. Skilled in analyzing service KPIs to drive efficiency, while fostering teamwork and collaboration. Achieved significant reductions in service downtime, ensuring optimal resource allocation and a culture of continuous improvement.

Overview

31
31
years of professional experience

Work History

Director of Product Support

Alta Equipment Company
09.2023 - Current
  • Enhanced product support efficiency by streamlining processes and implementing new strategies.
  • Increased customer satisfaction through timely and effective resolution of product issues.
  • Analyzed data trends to proactively address potential product issues, reducing downtime for clients.
  • Streamlined workflow procedures within the team by automating repetitive tasks where possible.
  • Reduced customer complaints by improving communication between support teams and customers.
  • Fostered a culture of collaboration within the product support team, encouraging open communication and idea sharing.
  • Conducted regular evaluations of team performance against established benchmarks, identifying areas for growth or improvement opportunities.

Director of Service

Alta Equipment Company
04.2022 - 09.2023
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Implemented strategies to increase customer service satisfaction ratings.

Branch Manager

Alta Equipment Company
04.2021 - 04.2022
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.

Branch Manager

Vantage Equipment
08.2004 - 04.2021
  • Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
  • Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
  • Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
  • Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
  • Managed branch financials including budgeting, forecasting, and expense tracking for accurate reporting and decision-making support.

Warehouse Manager

L.B Smith Inc
11.1994 - 08.2004
  • Conducted periodic audits of inventory levels to ensure accuracy, identifying discrepancies for swift resolution.
  • Cleaned and maintained warehouse in compliance with OSHA safety standards.
  • Maintained a safe work environment by enforcing strict adherence to OSHA guidelines and company policies.
  • Oversaw upkeep of equipment and physical condition of warehouse, identifying and ordering needed repairs, renovations, and replacements.

Education

Education

SUNY, Brockport
Brockport, NY

Skills

  • Customer feedback analysis
  • Escalation management
  • Teamwork and collaboration
  • Time management
  • Strategic planning
  • Relationships with current OEMs
  • Monitor and track parts/service KPIs such as fill rate, expense time, tech efficiency and safety
  • Promote Alta guiding principles on a daily basis

Timeline

Director of Product Support

Alta Equipment Company
09.2023 - Current

Director of Service

Alta Equipment Company
04.2022 - 09.2023

Branch Manager

Alta Equipment Company
04.2021 - 04.2022

Branch Manager

Vantage Equipment
08.2004 - 04.2021

Warehouse Manager

L.B Smith Inc
11.1994 - 08.2004

Education

SUNY, Brockport

Similar Profiles

CREATE PROFILE