Tommy Kinnaird
Louisville
Summary
Experienced with leading customer service teams to ensure top-notch customer satisfaction. Coordinates with other teams when needed to boost efficiency. Track record of resolving customer issues effectively.
Overview
24
24
years of professional experience
Work History
Service Manager
American Sound and Electronics
08.2022 - 04.2025
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
Freelance Audio/Visual Technician
Fast Track, Inc
01.2010 - 08.2022
- Managing execution of meeting setup
- Assisting clients with any changes during meeting
- Providing excellent customer service to clients, presenters and attendees
- Editing/Cleaning up PowerPoint presentations for clients
- Setting up Wi-Fi network for meeting staff
- Networking computers and printers for wireless printing
- Setting up projectors and screen for optimal resolution for room and presentation
- Managed cables and power distribution systems effectively to maintain a neat appearance while ensuring safety.
- Tested and calibrated audio and visual equipment to verify proper operation.
Project Coordinator
AP-Live
01.2008 - 01.2010
- Own and managed all aspects of meeting operations
- Coordinated audio visual staff assigning specific duties to provide quality service tailored to fit clients needs
- Facilitated the ordering and set-up of equipment and execution of meetings to customer
- Provided superior customer service by responding immediately to any requests made by the client
- Corporate Meetings
Sound System Installer
Spectrum Sound Inc
01.2006 - 01.2008
- Assisted in the installation of sound systems for various venues including Southeast Christian Church, University of Kentucky, and Highview Baptist Church
- Pulled, rigged and terminated cable (soldering or crimping connectors, patch bay punch blocks)
- Tested and troubleshot systems until 100% operational
- Freelance
Freelance Production Tech
01.2001 - 01.2005
- Coordinated with venue/promoter for Artist needs (transportation, food, travel, show schedule, hotels)
- Road Manager
Service Manager
American Sound
08.2022 - 04.2025
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
Production Manager
- Contacted/Coordinated Artist gear requirements with vendor
- Organized Concert setup, sound check, tear down schedule
- Organized labor needed for concert
Front-of-House Engineer
- Provided audience with quality sound to meet audience expectations
- Delayed/Tuned PA
Monitor Engineer
- Provided Artist with quality sound to play concert with the best of their ability
- Mixed wedges and in-ear monitors
- Tuned wireless mics and wedges
PA Tech
- Computed speaker splay angles to provide universal quality of sound through out venue
- Lead team to assemble speaker arrays in a timely fashion
- Coordinated with riggers and venue to ensure safe assembly and hanging of speaker arrays
- Interfaced and tested of venue electricity to provide power to sound system
Education
Bachelor's Degree - Aeronautical Science
Embry Riddle Aeronautical University
01.2018
Skills
- Operational Insights
- Process Improvement
- Leadership
- Building teams
- Communication
- Customer Service
Timeline
Service Manager
American Sound and Electronics
08.2022 - 04.2025
Service Manager
American Sound
08.2022 - 04.2025
Freelance Audio/Visual Technician
Fast Track, Inc
01.2010 - 08.2022
Project Coordinator
AP-Live
01.2008 - 01.2010
Sound System Installer
Spectrum Sound Inc
01.2006 - 01.2008
Freelance Production Tech
01.2001 - 01.2005
Production Manager
Front-of-House Engineer
Monitor Engineer
PA Tech
Bachelor's Degree - Aeronautical Science
Embry Riddle Aeronautical University
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