Lorin Rentz
Woodstock
Summary
Dynamic Operations Manager with a proven track record at Extreme Residential S.E. INC, enhancing customer experience through expert account management and exceptional customer empathy. Spearheaded initiatives that significantly boosted client loyalty and referral business, adeptly managing over 100 daily calls. Excelled in staff development and customer feedback analysis, ensuring top-notch service and operational efficiency.
Experienced with team leadership, operational efficiency, and customer satisfaction. Utilizes strategic planning to optimize workflows and enhance client experiences. Track record of implementing effective solutions to complex operational challenges.
Overview
19
19
years of professional experience
Work History
Operations Manager, Customer Experience
Extreme Residential S.E. INC
03.2006 - 01.2025
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed strong relationships with key clients, resulting in increased loyalty and repeat business.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Managed department call volume of 100+ calls per day and coordinated department schedules to maximize coverage during peak hours.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Analyzed customer feedback data to identify trends and areas requiring improvement initiatives.
- Championed improvements in after-sales support services that led to higher levels of referral business from satisfied clients over time.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Assisted customers with opening accounts and signing up for new services.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Education
High School Diploma -
Alexander Highschool
Douglasville, GA05-2004
Skills
- Staff development
- Customer empathy
- Customer acquisition
- Account management
- Customer feedback management
- Teamwork
- Customer service
- Attention to detail
- Problem-solving abilities
- Multitasking
- Adaptability and flexibility
- Customer service management
Accomplishments
- Promoted to Vice President after 14 years with the company.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 10+ staff members.
- Saved the company $100,000+ by aggressively negotiating with suppliers.
- Achieved significant collections through effectively helping with Accounts Receivable.
- Assisted in Payroll approval and entry.
- Data entry-Purchasing
- Issued purchase orders for material
- Managed part returns and credits
- Managed daily schedules and field performance
Dale Carnegie Leadership Course
The Dale Carnegie class involved a personal development course focused on improving communication skills, building strong interpersonal relationships, and boosting confidence through techniques like active listening, genuine interest in others, positive reinforcement, and effective presentation skills, all based on the principles outlined by author Dale Carnegie in his book "How to Win Friends and Influence People.". Final presentation on graduation day in front of fellow classmates and family members.
Timeline
Operations Manager, Customer Experience
Extreme Residential S.E. INC
03.2006 - 01.2025
High School Diploma -
Alexander Highschool
Similar Profiles
Sudhee VenkadeshanSudhee Venkadeshan
Finance: Sales Support at S.E. Rentals: Vendor Equipment FinanceFinance: Sales Support at S.E. Rentals: Vendor Equipment Finance
Stratford NeedhamStratford Needham
Sales Associate at S.E. Needham JewelersSales Associate at S.E. Needham Jewelers
Valerie DinalloValerie Dinallo
Second Sourcer at Everdry Waterproofing of S.E. MichiganSecond Sourcer at Everdry Waterproofing of S.E. Michigan