Knowledgeable and reliable service manager and customer service coordinator with over 15 years' experience in the HVAC industry. A proven track record in developing new initiatives and cultivating effective relationships both internally and externally at a variety of levels. A military veteran looking for a relevant position with a growing employer who will appreciate my technical skills, industry experience and hard work ethic.
Accounting, Billing, Budgets, Call Center, Customer Service, Data Entry and Processing, Senior Management, HVAC, Inventory Control, Invoicing, Job Estimation, Logistics Coordination, Math, Access, Excel, Outlook, MS Word, Works, Negotiation Skills, Operations Management, Organizing, Quality Control, Sales, Scheduling, Staffing, Reduction of waste
Operation and maintenance expert
Dedicated team player
Excellent problem solver
Promoted twice in two years as a direct result of improving processes and procedures, displaying excellent customer service skills and increasing sales while reducing costs.
04/2016 to Current
Installation ManagerJames A. Wheat and Sons － Gaithersburg, MD
Daily management of a staff of 14 installation technicians and support staff.
Review sold jobs for proper material and equipment ordering.
Prepare installation orders for warehouse and verify staged orders.
Work with technicians throughout the week to meet project deadlines.
Prepare permits and inspections.
Maintain installation quality throughout all departments.
07/2014 to 04/2016
Service ManagerJames A. Wheat and Sons
Supervise and coordinate the activities of the service technicians.
Perform manpower planning to ensure proper staffing is available to perform assigned work.
Review and assist in scheduling, parts ordering.
Review field paperwork and confirm that time was applied correctly.
Resolve customer issues and complaints to ensure customer satisfaction.
Serve as after-hours/emergency supervisor.
01/2014 to 07/2014
Customer Service RepresentativeJames A. Wheat and Sons
Took incoming calls and made outbound calls to customers.
Scheduled appointments for plumbing, HVAC, drains, maintenance, and additional service needs.
Communicated with technicians and coordinated according to customers' needs.
Assist on various other projects.
Coordinated with dispatcher on current and future schedules.
Prioritized calls accordingly.
Answered all "answering service" emails.
01/2008 to 12/2013
Install Coordinator/Customer Service RepresentativeHome Air Services
Responsible for organizing the service department and in particular, controlling its resources.
Responsible for logistics and job installation coordination of the service team ensuring jobs are carried out from customer request to completion and close out of service ticket.
Provided high quality, up-to-date documentation for all service arrangements.
Trained new hires in customer service protocols as well as company practices and procedures.
Made sure that all account and contract details were up to date.
Kept costs down by focusing on the reduction of waste and redundancy with ordering parts for customers.
Took corrective action where inadequate performance was suspected.
Assisted in the development of a customer service policy for the company.
Confirmed that contracted payment terms were adhered to.
Graduated Wheaton High SchoolStudied Data Processing