I've started working in the air conditioning field in Florida at the age of 19. 19 years later I have done it all from installing Duct work, Preventative Maintenance, Service Diagnostics, Service Repairs, Sales, HVAC Replacements, New Construction, and Operated a MOE/Bryant Dealer of the Year Business.
Skills
Service operations oversight
Managing service operations
Service department operations
Preventive maintenance services
Customer service optimization
Service agreement information
Resident service plans
Complete repair services
Excellent customer service skills
Service vehicle maintenance
Understanding of payroll services
Customer Service and Communication Skills
Customer service awareness
Quality control analysis
Equipment calibration
HVAC installation and maintenance
Technical troubleshooting
Team building
Budgets
Operational improvement
Process improvement
Communications
Team management
Relationship development
Organization
Problem resolution
Business operations
Work History
07/2018 to 06/2020
Operations Manager/Customer Service ManagerBrinks – New York, NY,
Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
Protected company assets from loss such as theft or damage by setting and enforcing effective security policies.
Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
Conducted performance reviews each quarter, offering praise and recommendations for improvement.
Partnered with vendors and suppliers to effectively manage and budget for over $4,000,000.00 in inventory.
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Evaluated upcoming program plans to forecast expected resource needs.
Implemented policies and standard operating procedures for continuous improvement.
Identified and resolved unauthorized, unsafe or ineffective practices by inspecting production areas regularly.
Boosted team performance with enhanced employee evaluation processes.
Built relationships with customers and managed accounts to drive revenue and profit.
11/2016 to 07/2018
Comfort Advisor / Maintenance ManagerCornerstone Air Conditioning – City, STATE,
Managed the Maintenance technicians
Trained technicians to offer great customer service and upselling products that will benefit the customers needs.
Built strong referral pipeline from satisfied customers and reached out promptly to all prospects.
Set up new contracts for products and services and coordinated transition to installation team.
Maintained closing rate over 80 % with dedicated prospecting and exceptional customer relations skills.
Engaged customers with friendly conversation to uncover needs and build trust.
Upsold and closed customer sales by driving product benefits around client needs and increased revenue
Serviced existing accounts on regular basis to maximize revenue.
Maintained routine communication with clients to assess overall satisfaction, resolve complaints and promote new offerings.
Maximized business potential by providing excellent customer service and ensuring 100% client retention.
11/2013 to 01/2016
Service TechnicianSchmitt Inc. – City, STATE,
Reviewed technical documentation to complete equipment maintenance and repair.
Efficiently troubleshot and repaired hvac equipment.
Explained diagnostic findings to customers and outlined repair or service options.
Inspected equipment to diagnose operational issues.
Demonstrated increased knowledge of company products and equipment.
Completed first starts.
Worked with customers on first year warranty issues.
Specialized in Indoor Air Quality products and HVAC Replacements
06/2008 to 11/2012
Sales AdviserIerna's Heating And Cooling – City, STATE,
Branded products through effective salesmanship and maintained long-term relationships with clients.
Closed over 70% daily sales after contacting potential customers to educate them on HVAC Products
Proactively managed client correspondence and recorded all tracking and communications.
Maximized business potential by providing excellent customer service and ensuring 100% client retention.
Responded to in-person and telephone requests for information about company offerings.
Maintained current knowledge of applicable sales and product changes in order to provide best possible service for all customer needs.
Demonstrated features, answered questions and offered solutions.
Listened to customer details and offered matching solutions to meet wide range of requirements.
Upsold and closed customer sales by driving product benefits around client needs and increased revenue.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Interacted with problematic accounts, helping to build lasting rapport and boosting revenue opportunities.
Supported customers continuously from sales process to product set-up and use.
Networked at events and by phone to expand business profits and revenues.
Serviced existing accounts on regular basis to maximize revenue.
Grew business sales by 4.5 million in four and half years through exceptional customer service skills.
Education
Expected in
High School Diploma: Richards High School - Tallahassee, FL, GPA:
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