• Managed a team of 10 service technicians, improving response time by 30% through effective scheduling.
• Enhanced customer satisfaction scores by 25% by implementing a new complaint handling process.
• Developed and maintained CRM systems, increasing customer retention rates by 15% year-over-year.
• Resolved 95% of service complaints on first contact, utilizing strong problem-solving and analytical skills.
• Trained staff on effective communication techniques, leading to a 20% reduction in service escalations.
