1. JOHN ENGEL
5 Holland Court, Reisterstown, MD 21136
johnengeljr@yahoo.com |443-865-1603
Objective
To utilize my strong interpersonal and leadership skills to manage and lead a team that is customer
service driven, resourceful and mission focused to provide world class service. With 10 years of
customer service management experience and 12 plus years of direct sales experience I have the
ability to make an immediate impact in any work environment.
Experience
Babcock International Timonium, MD
North America Service Advisor Team Lead March 2016 – Current
Babcock International is the United Kingdom’s leading engineering support services organization.
With operations worldwide, we are trusted to deliver complex and critical support to the defence,
energy, emergency services, and transportation and education sectors. Celebrating our 125 years of
service, Babcock’s long and distinguished legacy of service to the business industry and local
communities is unparalleled.
o Managing quality & control of inbound service calls to Service Advisers, monitoring prompt
and effective solutions for customers calling for specialty services on their Heavy Machinery
Equipment needs
o Creating spreadsheets for logging and tracking data to reflect customer equipment, location,
job description, vendor supplied and eta of completion
o Cultivate and maintain customer & vendor relationships to form a trust on service and
deliverables
o Maintaining daily communication with our Customers and Vendors with progress reports and
completion dates to maintain customers and vendors satisfaction
o Striving to deliver and challenge one’s self and others in ‘Being Babcock’
o Provide coaching to team members to enhance service delivery and always stay focused on
our customer
o Approving jobs in a timely manner, so there is no delay is completion
o Supporting Finance, reviewing submitted invoices and quotes to verify accuracy of services
provided
o Reviewing activity reports on calls to schedule associates in prime calling periods
o Tracking open jobs to ensure proper procedures are followed and noted accordingly
o Managing employee performance
o Managing employee payroll including tracking vacation and sick hours accrued
Achievements at Babcock:
o Increased phone production time by 20% by applying new phone codes to abolish
unmeasurable down time per associates shift
o Implemented new afterhours customer service call policy that increased our afterhours service
calls to 100% efficiency
o Developed an application audit to drive down mistakes and allow give back coaching
opportunities
o Managed a team of8 Service Advisors, located in office and remote.
o Managed daily assignment of work assignments
o Improved customer and vendor relationships by tackling customer concerns and regular if not daily
communication
o Improved productivity of customer service reps by 18%

2. JOHN ENGEL
5 Holland Court, Reisterstown, MD 21136
johnengeljr@yahoo.com |443-865-1603
Page 2 of 2
o Eliminated abandoned calls, same time frame last year, 45 missed opportunities
Toyota Financial Services Owings Mills, MD
Collections Service Representative & Total Loss
Consultant
November 2007 – March 2016
Toyota Financial Services or TFS employs approximately 3,300 associates nationwide with managed
assets in excess of $110 billion dollars. TFS is the leader in retail and wholesale financing, retail leasing
and vehicle protection plans. Customer service and customer loyalty are the primary focus to build
their brand.
o Primarily managed delinquent accounts and focused on bringing accounts current through
problem resolution and collecting past due payments.
o Working directly with customers and third parties to resolve account discrepancies.
o Designated team trainer for new hires.
o Liaison between management and team members to communicate new procedures.
o Integral part of QC compliance including side
o Active member of the following committees:
 Charitable Contributions including mentoring at risk youth through community
involvement and fundraising for various civic charities,
 Toyota Brand including overseeing brand awareness contests and encouraging
engagement among associates
 Managed our Certified Emergency Response Team (CERT) responsible for the safety of
450 associates on corporate premises during emergency events, first internal responders
for medical assistance.
Achievements at Toyota Financial Services:
o Continuously top 5 performer in collections and problem resolution
o “Go to” resources for associates with compliance and operating procedures questions
o Frequently requested speaker for company-wide events
o Picked continuously to assist other departments that were underachieving
Champion Mortgage, Ally Mac Mortgage and
Eastern Savings Bank
Owings Mills, MD
Hunt Valley, MD
Mortgage Loan Officer 2007 - 1998
o Analyze applicants' financial status, credit, and property evaluations to determine feasibility to
grant loans.
o Explain to applicants various types of loans and credit options and terms.

3. JOHN ENGEL
5 Holland Court, Reisterstown, MD 21136
johnengeljr@yahoo.com |443-865-1603
Page 2 of 2
Education and Certifications:
Towson High School - High School Diploma
Certified High School Basketball Referee
Licensed Bartender
Interests and Activities
Golf, Basketball and Cycling
Coaching - 28 years of experience coaching AAU Basketball and Travel Baseball
Additional employment history and references available upon request.