LAURA RUMPEL
Dunmore,Canada
Summary
Customer-focused service writer with a strong record of generating $1.5 million in service revenue. Expertise in enhancing operational efficiency by acting as a liaison among customers, technicians, and sales managers. Committed to fostering strong relationships and delivering exceptional client experiences in the agricultural sector.
Overview
26
26
years of professional experience
Work History
Service Writer
Rocky Mountain Equipment
2023.08 - 2025.11
- Customer-focused service writer with extensive agricultural experience, delivering $1.5 million in service revenue with fast turnaround for customers, driving efficiency and increased profitability.
- Oversaw all aspects of service operations by acting as a liaison between customers, technicians, and sales managers to ensure streamlined workflow in a fast-paced agricultural industry.
- Motivated and coordinated the service team, improving workflow efficiency and reducing turnaround time on customer, internal, and warranty work orders.
- Managed work schedules, work orders, warranty files, purchase orders, and billing, fulfilling PIP requirements and time cards for payroll.
- Addressed individual customer needs and anticipated requirements to build strong customer relationships.
- Resolved customer concerns professionally while managing multiple phone lines and competing priorities.
- Balanced competing demands in high-pressure agricultural cycles while ensuring consistent service delivery.
- Maintained confidentiality of employee and customer records, utilizing Microsoft Suite and company database tools to track productivity and optimize processes.
Parts Manager
Western Tractor
2019.01 - 2023.01
- Spearheaded parts department sales by formulating and executing strategic plans to achieve budget sales goals.
- Created and implemented budget plans for the parts department.
- Optimized customer uptime through effective inventory management and control.
- Evaluated and monitored direct-report performance in sales and customer service to enhance departmental effectiveness.
- Ensured the parts team possessed comprehensive product knowledge and effective sales techniques through training and personal development.
- Pursued new clients through calls and farm visits, contributing to sales growth in the parts department.
- Cultivated and maintained strong relationships with key customers, dealers, and industry partners within the region.
- Achieved complete client satisfaction through exceptional customer service, promptly addressing concerns, and resolving issues while maintaining confidentiality of customer accounts.
- Collaborated with marketing teams to develop and promote John Deere products and services to meet regional customer needs.
- Cultivated engagement and open communication to improve employee retention rates and foster a supportive work culture.
Parts Technician
Western Tractor
2015.01 - 2019.01
- Assisted customers at parts counter by identifying needs and locating correct parts to minimize downtime.
- Read and interpreted parts diagnostic diagrams and technical drawings to ensure precision on every order.
- Navigated computerized inventory systems and parts libraries to identify the correct parts.
- Processed special orders for customers by coordinating with suppliers to ensure timely delivery., followed up, and kept customers informed as soon as parts arrived.
- Created and maintained engaging merchandising displays to highlight parts and promotions, enhancing customer awareness.
- Actively promoted dealership and merchandising campaigns, boosting sales and customer satisfaction.
- Ensured every customer felt valued and appreciated by creating a welcoming atmosphere.
- Excelled in the role and was promoted to Parts Manager.
Shipper / Receiver
Western Tractor
2013.01 - 2015.01
- Coordinated incoming and outgoing shipments and verified delivered items against purchase orders and shipping documents.
- Prepared and packaged outgoing shipments, ensuring proper labeling, documentation, and adherence to shipping regulations and company policies.
- Efficiently and safely unloaded, inspected, and stored received parts in designated storage areas to support effective parts-picking operations and accessibility.
- Collaborated with internal teams to coordinate timely movement of parts, enhancing operational efficiency and customer satisfaction.
- Maintained inventory accuracy through regular cycle counts, identifying and reconciling discrepancies to support inventory management.
- Ensured timely fulfillment of customer needs and maintained an 85% first-pass fill requirement.
- Streamlined parts strategy and optimized facility layout during relocation to improve accessibility and workflow.
- Received promotion to Parts Technician due to exemplary performance in parts management.
Administration
Western Tractor
2013.01 - 2013.12
- Organized and maintained files systematically to enhance accessibility and retrieval.
- Answered phones and supported call center operations, ensuring efficient communication and customer service.
- Received promotion to Shipper / Receiver due to demonstrated reliability and teamwork.
Health & Safety Coordinator / Administration
AAA Oilfield Services
Foremost, Alberta
2011.01 - 2013.01
- Enhanced safety policies through comprehensive review and updates; conducted daily tailgate meetings and streamlined JHA reporting.
- Executed risk assessments and implemented corresponding safety measures to mitigate identified risks.
- Improved safety compliance by annually reviewing, updating, and revising safety policies to align with regulatory standards.
- Developed an occupational health and safety manual to comply with regulatory requirements and promote a safe and healthy work environment.
- Prepared and submitted COR reports for auditing by a certified partner.
Accounts Payable
University of Lethbridge
2000.01 - 2005.01
- Processed invoices and payments, ensuring accurate data entry and timely transactions.
- Maintained accurate records of all transactions relating to Accounts Payable functions.
- Attended meetings with various departments regarding accounts payable issues.
- Generated monthly reports on accounts receivable, accounts payable, payroll.
Education
Performance Management -
Medicine Hat College
2019-01
Leadership Training -
The Pacific Institute
2018-01
Customer Service Excellence -
Bob Farrell Training
2017-01
WEDA Counter Sales Training -
Medicine Hat College
Medicine Hat, AB2016-01
Conflict Management and Resolution -
Medicine Hat College
Skills
- Warranty and work order management
- Parts and retail store management
- Inventory control and management
- Budgets and financial analysis
- Marketing and business development
- Product knowledge and merchandising
- Work order processing
- Microsoft Office
- CDK
- CRM
- Customer service relations and resolutions
- Training and development
Training
- Performance Management, Medicine Hat College, 2019
- Aftermarket Sales Training
- Customer Service and Counter Sales Management Skills for Supervisors
- Conflict Management and Resolution, Medicine Hat College, Completed; date not specified
- Leadership Training, The Pacific Institute, 2018
- Customer Service Excellence, Bob Farrell Training, 2017
- WIDA Counter Sales Training, 2016
Skills Gained
- Leadership development
- Team management
- Conflict resolution
- Employee performance
- Coaching
- Customer service excellence
- Sales training
Timeline
Service Writer
Rocky Mountain Equipment
2023.08 - 2025.11
Parts Manager
Western Tractor
2019.01 - 2023.01
Parts Technician
Western Tractor
2015.01 - 2019.01
Shipper / Receiver
Western Tractor
2013.01 - 2015.01
Administration
Western Tractor
2013.01 - 2013.12
Health & Safety Coordinator / Administration
AAA Oilfield Services
2011.01 - 2013.01
Accounts Payable
University of Lethbridge
2000.01 - 2005.01
Performance Management -
Medicine Hat College
Leadership Training -
The Pacific Institute
Customer Service Excellence -
Bob Farrell Training
WEDA Counter Sales Training -
Medicine Hat College
Conflict Management and Resolution -
Medicine Hat College