service manager resume example with 20+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
:
Summary
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Flexible hard worker ready to learn and contribute to team success. Goal-driven Service Manager offering 25 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation. Motivated Service Manager knowledgeable about mechanical service needs. Expert in operating vehicles, purchasing parts and satisfying customers. Driven to maintain reputation of excellence by keeping service operations cost-effective, speedy and high-quality. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Multi-talented Service Manager successful at handling customer issues quickly. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing 25 years of progressive experience. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Skills
Task delegation
Reporting and documentation
Process optimization
Coaching and mentorship
Staff management
Issue and conflict resolution
Organization
Customer service
Team building
Experience
Service Manager, 04/2021 to Current Martin Management Group – Nashville, TN,
Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
Prioritized and delegated daily work tasks to meet anticipated project goals.
Motivated and supported employees to maintain low turnover.
Created employee work schedules to keep shifts properly staffed.
Pitched in to complete various duties during peak periods or employee absences.
Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
Reviewed inventory levels and ordered supplies to keep products in stock.
Collaborated with customers to offer solutions to service needs.
Created written estimates and obtained customer consent to proceed.
Monitored employee performance through key metrics analysis.
Hired and trained service department staff to drive performance.
Adhered to customer service standards to foster satisfaction and retention.
Managed service department budget and investigated and resolved discrepancies.
Defined department goals and monitored performance to direct and enhance daily operations.
Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
Guided department employees on changes from management.
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Delegated work to staff, setting priorities and goals.
Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
Treated associates with fairness and respect, providing recognition of accomplishments.
Demonstrated excellent communication skills in resolving product and consumer complaints.
Planned and optimized warehouse work processes to improve fulfillment system efficiency.
Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Oversaw efficient receiving and inventory management to keep stock within optimal levels.
Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
Coordinated maintenance on physical condition of warehouse and equipment, routinely assessing each for needed repairs, updates or replacements.
Coached staff on strategies to enhance performance and improve customer relations.
Maximized warehouse efficiency by dispatching crews and coordinating optimal daily schedules.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Planned and implemented layout enhancements to promote efficiency and maximize space utilization.
Recruited and trained new employees to meet job requirements.
Streamlined ordering and Inventory procedures to identify top sellers and reduce over-stock.
Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
Addressed internal and customer-related issues each day and affected strategic resolutions.
Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations.
Developed team members into supervisors and department managers to promote family-based and performance-oriented culture.
Coordinated work of 16 employees by offering clear direction and motivational leadership.
Eliminated process discrepancies, implementing continuous improvements for scheduling procedures across multiple client calendars.
Matco Tools Franchise Owner/Operator, 10/2014 to 03/2021 Ken Garff – Hills, State,
Promoted business on social media platforms to maximize brand identity and generate revenue.
Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
Devised business and marketing plans and prepared monthly financial reports.
Set pricing structures according to market analytics and emerging trends.
Led startup and opening of business and provided business development, creation of operational procedures and workflow planning.
Trained teams on specific operations, applicable procedures and techniques for each job site.
Supervised performance of workers with goals of improving productivity, efficiency and cost savings.
Enhanced operational performance by developing effective business strategies, systems and procedures.
Promoted store offerings through newspaper advertisements, catalogs and brochures to attract new customers.
Oversaw storewide merchandising benchmarks to maintain operational excellence.
Managed sales presentations to promote product and brand benefits.
Oversaw project execution, phase progress, workmanship and team performance to drive on-time completion of deliverables.
Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
Analyzed client business needs and assisted in determining appropriate resources and strategies.
Hosted special events to boost brand awareness and increase community engagement.
Hired and trained new department managers to increase team oversight and productivity.
Developed and implemented successful sales strategies to meet business goals.
Coordinated with technical and IT teams to develop company website and create online advertisements.
Created and implemented employee onboarding and training programs to promote employee retention and team collaboration.
Automotive Service Technician, 05/1997 to 07/2014 Bill Luke Chrysler Jeep And Dodge – City, STATE,
Adjusted, repaired or replaced defective automotive parts.
Repaired transmissions, engines, coolant systems and suspension systems on vehicles.
Inspected vehicles to assess damage and plan for repairs and new parts.
Tested electronic components and computer controls with specialized devices.
Rebuilt components and systems to correct faults and achieve desired performance levels.
Wrote up detailed repair orders outlining actions and estimated costs.
Calibrated repaired systems to meet performance specifications outlined by manufacturers.
Tuned and adjusted electronic automotive equipment and entertainment systems.
Performed minor maintenance services, including gasket replacements, coolant flushes and tune-ups.
Removed, replaced, balanced and rotated new or used tires to maintain on-road safety
Completed repairs and maintenance to major vehicle models to meet safety specifications.
Evaluated, repaired and aligned vehicle suspensions.
Monitored shop equipment to maintain safe working condition.
Maintained certifications and completed training on systems and components.
Kept detailed records of repairs, labor involved, and parts used.
Examined and inspected damaged vehicles, estimating repair costs prior to performing service.
Conveyed troubleshooting diagnosis to customer and outlined proposed repair plan and associated costs.
Interpreted drawings and schematics to pinpoint sources of mechanical issues.
Conducted test drives and adjusted controls and systems to verify vehicle serviceability.
Developed in-depth understanding of automotive systems and components to complete fast and accurate repairs.
Kept team in compliance with shop and manufacturer specifications for repairs and maintenance services.
Utilized infrared engine analyzers, compression gauges and computerized diagnostic devices to test vehicle components and systems.
Searched within service and maintenance manuals to perform repairs and diagnosis.
Education and Training
: Automotive Technology, Expected in 05/1999 to Glendale Community College - Glendale, CA GPA:
High School Diploma: , Expected in 05/1997 to Deer Valley High School - Glendale, AZ GPA:
Activities and Honors
Member, Small Business Association (2008 - present)
Matco Tools Rookie of the Year 2014 number one in sales
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