Allen Robertson
HOUMA
Summary
Results-driven service production specialist with over 15 years in customer relationship optimization. Expertise in customer service management, logistics, and team leadership enhances operational efficiency and profit margins. Collaborates effectively with teams to deliver outstanding service in the heavy-duty truck industry, utilizing e-portal, Decisiv, Karmak, and Fusion platforms.
Overview
15
15
years of professional experience
Work History
Service Manager/Service Writer
Kenworth of Louisiana
Gray
07.2011 - 07.2026
- Managed daily operations of service department to ensure efficiency.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Supervised service technicians in troubleshooting and repairs.
- Coordinated with technicians to streamline workflow and enhance service efficiency.
- Motivated and supported employees to maintain low turnover.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Coordinated customer service interactions to enhance satisfaction.
- Resolved customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer inquiries and issues to ensure satisfaction with service experiences.
- Created written estimates and obtained customer consent to proceed.
- Adhered to customer service standards to foster satisfaction and retention.
- Discussed options Engaged Engaged with customers, helping each make optimal choices for individual needs.
- Assisted customers in selecting appropriate services based on vehicle needs.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Coordinated with the warranty department to process claims and provide customer support.
- Processed service orders and tracked customer requests for timely completion.
- Maintained accurate records of service history and customer interactions.
- Created detailed invoices for each job completed which included labor charges, parts costs, taxes, fees.
- Reviewed work orders with technicians, ensured accuracy of labor times and parts costs.
- Communicated repair information to customers in a professional manner.
- Presented accurate estimates to inform customers of service charges and expectations.
- Conferred with customers to understand service needs and write up accurate orders.
- Managed appointment scheduling to optimize technician availability and productivity.
- Followed up with customers after the completion of service to ensure satisfaction with the results.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Engaged with customers to discuss service options tailored to their needs. with customers, helping each make optimal choices for individual needs.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
Education
Bachelor of Science - Computer And Information Sciences
Nichols State University
Thibodaux, LA05-1986
Skills
- Service operations management
- Service appointment management
- Service coordination
- Customer service management
- Estimate preparation
- Service documentation
- Quality assurance
- Workflow optimization
- Troubleshooting techniques
- Problem solving
- Process improvement
- Team leadership
- Department management
- Employee supervision
- Customer support
- Customer engagement
- Communication effectiveness
- Communication skills
- Integrity in service
- Time management
- Positive attitude
- Quality management
- Relationship management
Affiliations
- Avid runner participating in local, state, and U.S. 5K, 10K, 1/2 Marathons regularly.
- Many years spent in Drag Race events across the country until selling my last car a few years ago.
- Avid fisherman owning several boats fishing locally and offshore. Just sold my last boat a couple of years ago.
- Wife and I just take 2 or 3 cruises a year now for entertainment.
Timeline
Service Manager/Service Writer
Kenworth of Louisiana
07.2011 - 07.2026
Bachelor of Science - Computer And Information Sciences
Nichols State University