hvac service team lead manager of operations resume example with 12+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Highly motivated Service and Sales Expert with 20 years of Service, Maintenance, and Sales Experience. experience. I am Known as one who Consistently drives results by building and leading high-performance teams. Excellent in skills of communication with proven history of effectively collaborating across all organizational levels. As A Service Manager: knowledgeable about mechanical service needs. Expert in vehicle operations, parts purchasing and customer satisfaction. Driven to keep service operations cost-effective, speedy and high-quality in order to maintain reputation for excellence. I am a Talented professional with expert sales and High Performance talents. Composed persona known for having excellent drive and insight with that 20 years of customer service experience.

  • Customer service management
  • Proficient in Serv Man Mobile and Service Titan Mobile
  • Documentation and reporting
  • Culture development
  • Technical Support
  • Strategic business and Job Site planning
  • Quality assurance
  • EPA & OSHA Certified
  • Heat Exchangers of America Certified
  • Gas Tite Certified
  • St. Paul and MPLS Journeyman Exam Capable
  • Installation and Service Oriented
Work History
HVAC Service Team Lead/Manager of Operations, 10/2016 - 02/2022
Tech 24 Placentia, CA,
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Met with customers to discuss service needs and offer available solutions.
  • Worked with customers to educate and inform on Indoor Air Quality and Premium HVAC Repair & Replacement Solutions effectively closing over 90% of leads.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Maintained effective customer service by responding to service requests quickly to increase overall sales by 200% Per Year
  • Developed written plans and obtained customer consent to proceed.
  • Promoted brands of Highest Warranty and Positive Client Satisfaction, Therefore increasing sales 200% per year for last two years.
  • Trained 9 Less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Updated existing customers on new products, updated services and changes in accounts to maintain good rapport and increase sales 160%.
  • Streamlined Service and Maintenance operations and budgeted effectively to decrease spending 23%.
  • Promoted positive customer experience through day-to-day supervision and management of HVAC REPLACEMENT facility.
  • Trained new employees on proper protocols and customer service standards.
  • Interacted well with customers to build connections and nurture relationships.
  • Organized Client Based Sales productions and oversaw corporate meetings, fundraising events, performances and festivals.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
  • Teamed with Installation department to create organization's mission and vision statements.
  • Built loyal account base and long-term business relationships with Residential and Commercial accounts.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Supervised daily operations of multi-million dollar HVAC Service & Maintenance operations.
  • Appraised inventory levels and ordered new merchandise to keep quantities well-stocked.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Drafted invoices for completed work.
  • Assisted in recruiting, hiring and training of team members.
  • Managed 8 team members across 2 departments, resulting in approximate $1,000,000.00 increase in annual revenue.
  • Demonstrated exceptional knowledge of process optimization in relation to profit and loss.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Eased team transitions and new employee orientation through effective training and development.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
  • Directed strategic workforce planning, performance management, and benefits administration.
  • Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Managed, trained and motivated personnel to continuously improve knowledge and abilities in HVAC Service and Installation field.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths0.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
  • Recruited, hired and cross-trained Multi-divisional personnel, working to establish key internal functions and outline scope of positions for new and Expanded organization.
  • Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
  • Coordinated and cooperated near 15 leadership workshops to educate team members on Best/Safest practices to optimize productivity.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and Honest communication during meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
  • Generated and developed leads, using networking and IAQ as well as HVAC systems to acquire new clients.
  • Led Performance Meetings and Technical Development Labs, as well as developed many Techniques and Tools utilized in Highly Effective Sales Processes Still Used.
  • Identified and qualified customer needs and negotiated and closed profitable Residential and Light Commercial HVAC replacement projects with high success rate.
  • Upheld great standards of leadership, which created highly effective employees, consistently leading by example for best-in-class HVAC Service and Replacement work.
HVAC-R Service Technician, 10/2012 - 10/2016
MSP Plumbing, Heating, Air City, STATE,
  • Assembled air ducts, pipes, discharge valves and flues to central heating and cooling equipment.
  • Connected heating or air conditioning equipment to water, fuel or refrigerant sources to form complete circuits.
  • Increased longevity of HVAC systems by performing preventive maintenance.
  • Completed thorough inspections of supporting electrical systems to assess continuity and locate faults.
  • Consulted with customers to trace malfunctions and identify root causes, completing speedy repairs to return full performance levels.
  • Optimized performance by balancing systems and calibrating controls Annually.
  • Used Meters and Laser and other measuring and testing instruments to troubleshoot breakdowns, perform preventive maintenance and repair malfunctioning HVAC systems and components.
  • Installed bypass dampers, low voltage wiring, smoke detectors, split systems and package units in commercial or residential buildings.
  • Located and marked pipe positions, hole passages and duct connections in walls and floors.
  • Utilized pressure gauges and soap-and-water solutions to test pipe and tubing joints for leaks.
  • Maintained environmental conditions by rebuilding and replacing faulty components.
  • Installed components to improve HVAC system performance.
  • Used electrical testing equipment to assess electrical circuits and components for continuity.
  • Worked in strict compliance with applicable OSHA regulations and safety requirements.
  • Repaired, replaced and serviced both residential and commercial HVAC equipment, components and wiring.
  • Completed knowledgeable repairs and maintenance actions on less common systems such as geothermal and ductless arrangements.
  • Communicated effectively with clients to identify problems and verify repairs corrected malfunctions.
  • Connected heating or air conditioning equipment to fuel, water or refrigerant source to form complete circuit.
  • Laid out reference points for installation of structural and functional components using measuring instruments.
  • Tested and repaired condensers, heat exchangers, cooling towers, steam and gas turbines.
  • Selected correct motors, thermostats and other components to replace defective parts.
  • Supervised and instructed assistants.
  • Worked on both home and business units for maintenance, repairs and new installations.
  • Laid out electrical wiring to connect controls and equipment, adhering closely to wiring diagrams.
  • Performed routine maintenance on diverse systems.
  • Installed, connected and adjusted thermostats, humidistats and timers for optimal performance.
  • Installed VRV Air to Air, Forced Air and Hot Water/Low Pressure Units as part of new constructions and Retro Fit renovations.
  • Installed supporting components such as fuel lines and wiring to complete systems.
  • Tested electrical circuits or components for continuity using electrical test equipment.
HVAC-R Technician, 04/2009 - 10/2012
Air Mechanical Services City, STATE,
  • Conducted maintenance service on HVAC systems to increase life expectancy of equipment and prevent costly repair work.
  • Performed troubleshooting on HVAC systems to determine root cause of issues.
  • Consulted with project management during group installations.
  • Evaluated and tested all manner of HVAC-R systems , and Presenting Findings and Solutions to each clients unique needs.
  • Investigated major malfunctions and breakdowns of heating and air-conditioning systems and used troubleshooting to determine causes.
  • Worked overtime, holidays and weekends to accommodate company needs.
  • Traveled to job sites for both scheduled and emergency appointments.
  • Filled out detailed work orders for each job completed.
  • Inspected and tested refrigeration systems, safety devices and controls to determine proper functionality.
  • Maintained comfortable environmental temperatures in city facilities.
  • Surveyed building layout and gathered materials before beginning repairs.
  • Replaced bearings, pump seals and packing.
  • Maintained boilers, hot water systems, gas heating equipment and food service equipment.
  • Kept accurate records of time and materials used for each job to compile into service reports.
Associate of Science: HVAC/R, Expected in 04/2009
Century College - White Bear Lake, MN
Status -
High School Diploma: , Expected in 05/2002
Chisago Lakes Senior High School - Lindstrom, MN
Status -

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Resume Overview

School Attended

  • Century College
  • Chisago Lakes Senior High School

Job Titles Held:

  • HVAC Service Team Lead/Manager of Operations
  • HVAC-R Service Technician
  • HVAC-R Technician


  • Associate of Science
  • High School Diploma

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