LiveCareer-Resume

service department manager resume example with 20+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Experienced service, training, and project management leader with a proven reputation for attention to detail and collaboration across all organizational levels. Hardworking candidate with a history of being highly motivated to build on existing knowledge and skills to meet company expectations. Well versed in working under pressure and adapting to new challenges, while providing the highest level of professionalism, reliability, and respect.

Skills

    Customer Service Management

    Proficient in Microsoft Office

    Contract Management

    Employee supervision

    Staff management

    Technical support

    Learning and development

    Documentation and reporting

    Group training

    Business communication

    Collaboration

    Problem-solving

    Leadership

    Adaptability

Work History
04/2021 to 02/2022 Service Department Manager Benrich Service Company | City, STATE,

Roles and responsibilities in addition to previous positions' duties.


Analyzed data and prepared reports for service metrics and presented to Executive staff at monthly management meetings.


Implemented mobile service order tablet training with technicians.


Created protocols and policies for new HVAC division, setting up vendor accounts, establishing relationships with vendors and customers.


Created and maintained inventory database for new HVAC division, gathering pricing and manufacturer information.


Researched and produced repair and installation contracts and proposals.


Monthly KPI's consistently met-

Weekly meetings with six (6) branch managers to strategize staffing, install projects and protocol and training needs.

Monthly updates on maintenance contract completion, data analysis and improvement options for continued growth.

Monthly meetings with Service Department personnel for training on company protocols, software, and customer service.

Monthly resolve of all billable service calls in Dispatch software for advancement to billing agents.



10/2013 to 04/2021 Service Department Supervisor/Vehicle Coordinator Benrich Service Company | City, STATE,

Supervision, customer service/software training and leadership of four (4) person service department, growing department to six (6) dispatchers.

Secondary supervisor for corporate office staff.

Recruiting, interviewing, and hiring of service department staff.

Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.

Provided logistical support to Operations department regarding major projects and sub-contractor arrangements.

Recordkeeping and renewal of all California and Arizona city business licenses and permits.

Recordkeeping and renewal of Liability and Workers Comp insurance certs for all vendors, customers, and sub-contractors.

Served as liaison between company and IT, VOIP phone, answering service vendors, maintaining security of employee emails, phone numbers, and on-call schedules.

Managed acquisition and distribution of company mobile phones.

Performed vehicle inspections on 60+ fleet vehicles with emphasis on technician and vehicle safety.

Coordinated all vehicle repairs, DMV registrations, insurance compliance, vehicle tracking, towing, warranty and service records.

Coordinated corporate office remodel in 2017 and warehouse relocation in 2018, managing resettlement of personnel and equipment.

Facilitated major repair and installation projects from RFP to city permit signing completion.

Processed and executed all contracts/change orders for maintenance, repair and Capital Improvement projects for nationwide property management firms, restaurant and hotel chains, coordinating scheduling after contract implementation.

Created and maintained databases of companywide boiler and water treatment service contracts and technician schedules.

Prepared spreadsheets, training materials, and PowerPoint presentations for technicians and office personnel.

Created PowerPoint and Loom video presentations for new hire orientation training, performing one-on-one new hire onboarding and group trainings for company policy and technical training.

Coordinated out of area manufacturer training opportunities for technicians, setting up air travel, hotel reservations, and per diem compensation.

10/2001 to 10/2013 Dispatcher/Purchasing/Customer Service Benrich Service Company | City, STATE,

Dispatched and prioritized over 100 daily service calls in California and Arizona.

Coordinated schedules for optimal coverage of daily service calls, adjusting quickly to changing demands.

Managed work, vacation, and training schedules for 30+ technicians.

Grew dispatch department from two (2) to four (4) person department, assigning personnel to appropriate workloads.

Researched, prepared, and implemented job costing and proposals for installation and service jobs.

Researched and purchased job materials and maintained warehouse stock of service/repair parts.

Managed companywide voice and data communications via Verizon Business account.

Oversaw technician schedules and curriculum for manufacturer approved service, repair, and installation training.

2011 Award for Outstanding Customer Service.

Education
Expected in to to No Degree | General Education Santiago Canyon College, Orange, CA, GPA:
Expected in 02/2022 to to Notary Commission | California Notary Public California Notary Class, California, GPA:
Expected in 12/2014 to to Bachelor of Science | Organizational Psychology Concordia University, Irvine, CA, GPA:
Expected in 10/2010 to to LVN | Licensed Vocational Nursing Stanbridge College, Irvine, CA, GPA:
Accomplishments

    Partnered with multiple vendors to create a comprehensive inventory with pricing and manufacturer designations to kickstart the ground up creation of a HVAC division.

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Resume Overview

School Attended

  • Santiago Canyon College
  • California Notary Class
  • Concordia University
  • Stanbridge College

Job Titles Held:

  • Service Department Manager
  • Service Department Supervisor/Vehicle Coordinator
  • Dispatcher/Purchasing/Customer Service

Degrees

  • No Degree
  • Notary Commission
  • Bachelor of Science
  • LVN

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