Guardian Protection Services - National Sub/Dealer Service Team Lead Resume Example

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Sofia Cox
XXXX XXX XXXXXXX XXX, Pittsburgh, PA 15216
H: XXXXXXXXXXXX
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Professional Summary

Self-motivated service-focused professional, seeking to leverage both experience & education as a business manager. Detail-oriented & organized individual who exemplifies professionalism, & an ability to manage multiple projects & tasks. Demonstrated history of ensuring high customer satisfaction, & a positive company image with a record of improving efficiency, productivity, & profitability through automation & process development.


Skills
  • Complex Problem Solving & Strategic Planning 
  • CAT5 & Coax based Structured Wiring & Home systems (i.e. Intercoms, distributed audio, residential wired & wireless networks)Management of Personnel Resources
  • Systems Analysis & Operations Analysis
  • Project & Material Resource Management
  • Residential security systems including HAI, Honeywell & GE products
  • Web based interactive services for residential systems
  • Proficient in Microsoft Word, Excel, PowerPoint, Outlook & computers & electronics 
  • Home Automation programming including HVAC, lighting controls, security devices & other custom integration applications
  • Quality Control Analysis
  • Management of Financial & Personnel Resources
Experience
National Sub/Dealer Service Team Lead 09/2009 to Present Guardian Protection Services Warrendale, PA
    • Building strong partner relationships with Subcontractors & Guardian Dealer including negotiation of service rates, part pricing & certifying that they meet minimum insurance compliance.
    • Managing the distribution of service work orders for Guardian customers through the use of Subcontractors & Guardian Dealer partners including detailed review of work orders to guarantee accuracy of information & job instructions.
      • Assuming the point service escalations involving Subcontractors and Guardian Dealers.
        • Coordinating an Average of 200 Quality Assurance Inspections Including Developing Monthly Excel Summary Report on results using Guardian technicians as well as subcontractors.
          • Generating & Reconciling Monthly Service Levels Project related to Technical Support call data.
            • Positioned as point of contact for interdepartmental projects & programs.
            • Overseeing the day to day duties of a team of service dispatchers including mentoring & coaching, managing of phone service levels & work flow processes
            • Review financial statements, sales & activity reports, & other performance data to measure productivity & goal achievement to determine areas needing cost reduction & program improvement.
            • Establish & implement departmental policies, goals, objectives, & procedures, conferring with corporate, & staff members as necessary.
            • Determine staffing requirements, & interview, hire & train new employees, or oversee those personnel processes.
            • Managing team of Service Department employees
            • Monitoring all key performance metrics of workforce operations
            • Developing Knowledge Base software application for Technical Support team
            Manager of Technical Support 09/2000 to 04/2009 On-Q/Legrand Inc. Middletown, PA
            • Provided on site support for high value customers to resolve product related issues
            • Developed & executed operational policies for support department
            • Achieved department result of 78% Net Promoter (Customer satisfaction) Score
            • Managed team to scores of 98% case resolved, 85 % First Call Resolved performance targets
            • Coordinated monthly department training on new products support procedures
            • Maintained knowledge base of 1200 solutions for the support of products and software
            • Provided monthly statistical analysis reports to Product Development team
            • Member of the Customer Experience Council
            • Delivered new product training classes
            • Oversee activities directly related to making products or providing services.
            • Direct & coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products.
            • Review financial statements, sales & activity reports, & other performance data to measure productivity & goal achievement & to determine areas needing cost reduction & program improvement.
            • Determine goods & services to be sold, & set prices & credit terms, based on forecasts of customer demand.
            • Monitor businesses & agencies to ensure that they efficiently & effectively provide needed services while staying within budgetary limits
            • Plan & direct activities such as sales promotions, coordinating with other department heads as required.
            • Develop or implement product-marketing strategies, including advertising campaigns or sales promotions.
              Recommend locations for new facilities or oversee the remodeling or renovating of current facilities.
            Education
            Bachelor of Arts: Business Administration 12/2014 Elizabethtown College Elizabethtown, PA

            People also search for

            National Sub/Dealer Service Team Lead

            Pittsburgh ,Pennsylvania

            Sofia Cox

            Companies Worked For:

            Guardian Protection Services , On-Q/Legrand Inc.

            JobTitles Held:

            National Sub/Dealer Service Team Lead , Manager of Technical Support

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            About this resume

            National Sub/Dealer Service Team Lead FROM Pittsburgh , Pennsylvania RESUME

            This is a resume for a National Sub/Dealer Service Team Lead in Pittsburgh, Pennsylvania with experience working for such companies as Guardian Protection Services and On-Q/Legrand Inc.. The grade for this resume is B and is one of hundreds of National Sub/Dealer Service Team Lead resumes available on our site for free. Use these resumes as templates to get help creating the best National Sub/Dealer Service Team Lead resume.

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            School Attended
            Elizabethtown College