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