I am an organized, efficient, professional who has many years experience supporting projects, reviewing data, and solving problems for customers. My strong sides are my customer support skills and ability to multitask. I love finding efficiencies and improving workflows to get the job done and solve problems for my customers.
Experience
Self Employed
Jan 2022 – Present
Kalamazoo, MI
Project Manager/Conusltant
Provide support on projects to customers including business consultation, technical analysis, data entry/analysis, service support, and operational advising.
Truma Group
Aug 2021 – Aug 2024
Elkhart IN
Director of Service
• Directed North American Service organization while working with the leadership team to drive strategic global initiatives and supporting Sales and Finance goals.
• Develop and execute, KPIs, budget, employee development, and standardization of processes and procedures.
• Oversee national delivery of technical field service, product training, and technical support to key customers.
• Oversaw implementation of Salesforce and SAP projects with data analysis, scrubbing, and loading.
Dimplex Thermal Solutions
Jan 2013 – Jan 2022
Kalamazoo, MI
Customer Service Manager
Managed all Service operations and teams for North American market, including internal and national 3rd party vendors
• Responsible for content development and training/education delivery for internal staff and 3rd party customers
• Managed execution of multi-million-dollar projects with strict deadlines from quote to go-live.
• Oversaw forecasting, budgeting, staffing/recruitment, and capital purchases for Service Division
• Increased aftermarket revenue by 1200% while increasing gross margin on service and installation activity.
MPI Research
Nov 2009 – Dec 2012
Mattawan, MI
Technical Training Lead
• Created and presented technical training content to customers, executives, and general employees.
• Adhered to regulatory compliance of activity. Develop and log datasets into system database.
• Executed training sessions individually, in classrooms, and via remote learning platforms for over 200 employees.
• Oversaw training activity, team scheduling, and provided coaching and education to Training Team staff.
• Performed audits and evaluations of delivery of services for new hires and existing staff with a success rate of 95%