Experience

• 

  SeaSpine

  • United States
  • Medical Equipment Manufacturing
  • 400 - 500 Employee

  • Supervisor, Asset Management

    • Mar 2024 - Present

  • Consignment Inventory Analyst

    • Apr 2020 - Mar 2024

• 

  Nixon

  • United States
  • Retail Apparel and Fashion
  • 300 - 400 Employee

  • Service Center Manager

    • Feb 2017 - Apr 2020

    Motivate, coach, and evaluate the performance of service department staff.Distribute tasks to department employees and assign work based on skills and efficiency.Assure proper repair order flow to maximize productivity.Maintain effective labor to productivity rates on a continuous basis.Provide training to ensure technicians can easily and independently evaluate and repair watches.Monitor payroll records for service department staff.Establish KPIs and produce regular productivity reports to provide visibility on order completion times, productivity rates, product performance, and expenses. Compile and report warranty activity to ensure product quality standards are met and service processes are in compliance with policies and procedures.Manage watch spare parts inventory and develop internal processes necessary to maintain a high level of accuracy and effectiveness.Remain current on new products and changes to existing products by establishing a close relationship with the Product department.Link the global Nixon service network by establishing a channel of regular communication and experience sharing.Order and control costs of departmental tools needed for watch repairs. Oversee watch customization build process and order fulfillment

  • Customer Service Lead

    • May 2016 - Jan 2017

    Lead the end customer team in achieving inquiry key performance indicators for all media channels: calls, email, and social media.Mentor and develop customer service representatives.Set positive examples of behavior and attitude.Provide consistent direction to ensure all customer inquiries are answered quickly in a positive tone.Analyze and report end customer inquiry information.Manage end consumer staff schedule to maximize coverage.Manage end consumer escalations as an opportunity to drive brand loyalty, strengthen policies, and enhance business processes.Collect and distribute product feedback from customers for internal enhancement opportunities.Maximize use of Salesforce, Customer Relationship Management (CRM) tool to manage potential and existing customers, manage multi-channel inquiry support, and produce effective results.

  • Service Sales Support Representative

    • Feb 2015 - May 2016

    Organize and manage outbound calls to inform status and/or capture information needed from Nixon customers to successfully close service orders.Demonstrate great phone etiquette and a high level of enthusiasm when interacting with customers.Provide excellent customer service with developed technical product knowledge information.Use strong problem solving skills to find creative solutions to customer issues.Manage customer inbound email communication to update and complete pending service orders. Effectively communicate Nixon’s warranty policy and repair service to customers.Act as a liaison between the customer service department and service center to keep a continuous service order process flow. Support customer service team with proactive communication, reporting and general service support.Develop a clear understanding of Navision service order form functionalities and use.Make sure service recovery and exception service orders are completed efficiently and with a sense of urgency.Manage open service orders to ensure completion.Remain current with inbound styles and reported activity.Develop a clear understanding of the technical functions of Nixon’s product line.Actively participate in meetings to report product issues, provide recommendations and communicate technical developments.Distribute weekly service order processing updates. Provide product issues and developments reports.Send weekly service updates to customer service.Report trends and opportunities.Understand Nixon’s Terms and Conditions to effectively communicate related policies.

  • Service Center Lead Administrative Technician

    • Aug 2014 - Feb 2015

    Create and maintain training documents.Training of new employees, local and international.Monitoring employee KPI.Backfill for all positions in Service Center in case of absences and/or poor performanceProvide department updates to other departments.Ensure all Service Orders are processed within defined turnaround expectation. Diagnosis, analysis and quoting technical repair of wristwatchesProcessing and tracking of all Service Orders through Microsoft Navision (ERP) systemCommunicate existing or continuing defective technical product issues.Review seasonal product line.Participate in spare parts coordination and inventory management.Participation interdepartmental product reviews.Participate in physical inventory of watch spare parts.Special projects as assigned by supervisor.

  • Service Center Administrative Technician

    • Nov 2013 - Aug 2014

    Diagnosis, analysis and quoting technical repair of wristwatchesProcessing and tracking of all Service Orders through Microsoft Navision (ERP) systemCommunicate existing or continuing defective technical product issues.Review seasonal product line.Participate in spare parts coordination and inventory management.Participation interdepartmental product reviews.Participate in physical inventory of watch spare parts.Special projects as assigned by supervisor.

  • Service Center Receiving Coordinator

    • Apr 2010 - Nov 2013

    Processing and tracking of all incoming Service Orders through Microsoft Navision (ERP) systemProper documentation and routing of all incoming particles.Coordination and tracking on all non-standard particles received.Participate in spare parts coordination and inventory management.Participation interdepartmental product reviews.Participate in physical inventory of watch spare parts.Special projects as assigned by supervisor.

  • Service Center Technician

    • Apr 2008 - Apr 2010

    Repair wristwatchesDiagnosis, analysis and quoting technical repair of Nixon Watches.Processing and tracking of all Service Orders through our Microsoft Navision (ERP) systemCommunicate existing or continuing defective technical watch issues.Review seasonal watch product line.Participate in Receiving of Service Order packagesParticipate in Shipping of completed Service OrdersParticipate in spare parts coordination and inventory management.Participate in physical inventory of watch spare parts.Special projects as assigned by supervisor.