Summary
Overview
Work History
Education
Skills
Timeline
Generic

Robert Sterry

Customer Service Manager
Dubai,UAE

Summary

Proven track record with over 18 years experience in Ground Support Equipment in the Aviation field, based in many fast moving markets worldwide.

Overview

18
18
years of professional experience
6
6
years of post-secondary education

Work History

Customer Service Manager

TLD ASIA
04.2019 - Current
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.

Customer Service Manager

TLD Middle East, Africa + India
01.2014 - 04.2019
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.

Area Service Technician

TLD Middle East, Africa + India
10.2008 - 01.2012
  • Increased customer satisfaction by providing timely and efficient service for various technical issues.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Inspected equipment to diagnose operational issues.
  • Assisted training end users on proper use of hardware and software to deliver excellent customer service.

Area Service Technician

TLD Europe
06.2006 - 10.2008
  • Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Increased customer satisfaction by providing timely and efficient service for various technical issues.

Education

Associate of Science - Advance Automotive Engineering

Dublin Institute of Technology
Ireland
01.2005 - 07.2007

QQI Level 6 Advanced Certificate – Heavy Vehicle - Diesel Mechanics Technology

Dublin Institute of Technology
Ireland
01.2002 - 01.2006

Skills

  • Customer Service

  • Complaint resolution

  • Customer Relationship Management (CRM)

  • Problem-Solving

  • Technical Support

Timeline

Customer Service Manager

TLD ASIA
04.2019 - Current

Customer Service Manager

TLD Middle East, Africa + India
01.2014 - 04.2019

Area Service Technician

TLD Middle East, Africa + India
10.2008 - 01.2012

Area Service Technician

TLD Europe
06.2006 - 10.2008

Associate of Science - Advance Automotive Engineering

Dublin Institute of Technology
01.2005 - 07.2007

QQI Level 6 Advanced Certificate – Heavy Vehicle - Diesel Mechanics Technology

Dublin Institute of Technology
01.2002 - 01.2006

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Robert SterryCustomer Service Manager