Nadean Cuddeford
Kelowna,BC
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
24
24
years of professional experience
Work History
National Service Manager
Fraserway RV
11.2020 - Current
- Championed a customer-centric approach to service delivery, fostering strong relationships with clients and consistently exceeding their expectations.
- Developed training programs for service employees, resulting in improved efficiency and productivity.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated relationships with industry partners to stay ahead of emerging service technologies and trends.
- Fostered a culture of continuous improvement within the organization through regular training sessions and workshops aimed at developing technical expertise among staff members.
- Enhanced operational efficiency, adopting lean management principles across all service workflows.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Service Manager
Fraserway RV
02.2014 - 11.2020
- Hired, trained and supervised team of 15 service staff members to meet business goals.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
- Managed a team of 10 technicians, ensuring timely completion of projects and high-quality workmanship.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Monitored service staff performance and provided feedback for improvement.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
Warranty Service Manager
Fraserway RV
03.2008 - 02.2014
- Managed a warranty service team, effectively reducing turnaround time for claims processing.
- Streamlined warranty claim procedures, resulting in faster resolution times and improved customer experience.
- Continuously updated knowledge of industry best practices related to warranty service management, ensuring our company remained competitive and responsive to customer needs.
- Created monthly reports analyzing warranty data trends to inform management decisions related to product improvements or process changes.
- Negotiated with suppliers to secure favorable terms on labour rates and replacement parts, reducing overall costs associated with warranty services.
- Served as the primary point of contact for customers regarding all aspects of their warranties, fostering strong relationships built on trust and responsiveness.
- Conducted root cause analysis for major warranty issues, identifying problem areas and implementing corrective actions.
- Maintained comprehensive records of warranty claims, ensuring accuracy and facilitating analysis.
RV Service Technician
Fraserway RV
07.2006 - 03.2008
- Increased customer retention by providing exceptional customer service, addressing concerns, and offering maintenance advice.
- Demonstrated adaptability by servicing a wide range of RV makes and models while adhering to manufacturer guidelines.
- Completed thorough inspections of trailers and campers to evaluate maintenance concerns and determine areas in need of repair.
- Expedited part replacement process by accurately identifying required parts and submitting orders promptly.
- Optimized workflow efficiency by coordinating effectively with service advisors during scheduling and prioritization of tasks.
- Performed standardized tests and diagnostics procedures to identify fault locations and devise corrective actions.
- Notified supervisor of factors that could delay work completion.
- Explained vehicle systems operation to customers.
RV Service Technician
Mike Roseman's RV
05.2001 - 06.2006
- Performed Pre-Delivery Inspection work on recreational vehicles.
- Installed newly purchased equipment in recreational vehicles.
- Performed standardized tests and diagnostics procedures to identify fault locations and devise corrective actions.
- Explained vehicle systems operation to customers.
- Completed Trade Apprenticeship and Red Seal Certification during employment
Education
Recreation Vehicle Service Technician
Okanagan College
Kelowna, BCDealership General Management
Adventurer Group
Abbotsford, BCSkills
- Workforce Training
- Team Collaboration and Leadership
- Client Support
- Policy and Procedure Enforcement
- Workplace Culture Enhancement
- Time Management
- Attention to Detail
- Effective Communication
- Conflict Resolution
- Critical Thinking
Timeline
National Service Manager
Fraserway RV
11.2020 - Current
Service Manager
Fraserway RV
02.2014 - 11.2020
Warranty Service Manager
Fraserway RV
03.2008 - 02.2014
RV Service Technician
Fraserway RV
07.2006 - 03.2008
RV Service Technician
Mike Roseman's RV
05.2001 - 06.2006
Recreation Vehicle Service Technician
Okanagan College
Dealership General Management
Adventurer Group
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