James Rauhe
Vanceboro
Summary
Proven leader in customer support, adept at CRM and technical troubleshooting, enhanced Hyster-Yale's client satisfaction through innovative service strategies. Excelled in complaint handling and fostering team collaboration, achieving significant efficiency improvements. Demonstrates exceptional customer service expertise, ensuring high-quality standards across roles.
Overview
14
14
years of professional experience
1
1
Certification
Work History
CUSTOMER SUPPORT SPECIALIST
Hyster-Yale Material Handling
06.2023 - Current
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
FLEET SERVICE SPECIALIST
Hyster-Yale Material Handling
10.2019 - 05.2023
- Consistently met or exceeded departmental goals and objectives, contributing to the success of the company''s fleet servicing operations.
- Regularly reviewed established protocols for improvement opportunities resulting in increased overall efficiency within the department.
- Analyzed fleet data to identify trends in vehicle performance issues, suggesting proactive solutions to prevent downtime.
- Coordinated repairs for consistent quality, ensuring all vehicles met safety standards and requirements.
- Served as a liaison between clients and technicians, facilitating clear communication to resolve issues promptly.
SERVICE ADVISOR
Hendrick Honda of Greenville
11.2015 - 09.2019
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
SERVICE MANAGER
East Carolina Powersports
10.2010 - 11.2014
- Resolved customer complaints in professional and timely manner.
- 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.
Education
High School Diploma -
Northeast Academy
Lasker, NC06.2001
Skills
- Complaint Handling
- Customer Relationship Management (CRM)
- CRM Software
- Salesforce
- Technical Troubleshooting
- Payment Processing
- Customer service excellence
- Attention to Detail
- Microsoft Windows and Office
- Customer Service
- Teamwork and Collaboration
- Customer service expert
Certification
BRP Master Technician
Polaris Master technician
Timeline
CUSTOMER SUPPORT SPECIALIST
Hyster-Yale Material Handling
06.2023 - Current
FLEET SERVICE SPECIALIST
Hyster-Yale Material Handling
10.2019 - 05.2023
SERVICE ADVISOR
Hendrick Honda of Greenville
11.2015 - 09.2019
SERVICE MANAGER
East Carolina Powersports
10.2010 - 11.2014
High School Diploma -
Northeast Academy
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