Aaron Lawson
Rancho Santa Margarita,CA
Summary
Proactive Service & Support Manager with extensive experience in optimizing operations and improving customer satisfaction through efficient ticketing systems and workflow management. Skilled in quality assurance, financial management, and mentoring staff. Known for fostering collaboration and innovation, driving continuous improvements, and effectively managing high-stress situations.
Overview
19
19
years of professional experience
Work History
Service & Support Manager
Temple Management Inc.
01.2006 - Current
- Reduced response time for customer inquiries by developing efficient ticketing systems and improving workflow management.
- Introduced regular team meetings focused on continuous improvement initiatives, fostering a culture of collaboration and innovation among staff members.
- Mentored junior team members and provided guidance on career development paths, contributing to an increased
- Coordinated and supervised 11 shop and field service technicians and assigned tasks and work orders.
- Oversaw financial management of the collision center, including budgeting, forecasting, and expense tracking.
- Managed inventory control for parts and supplies, minimizing waste and reducing costs.
- Maintained safety of all personnel through hands-on management.
- Supervised and managed shop operations and tasks.
- Optimized resource allocation by implementing an effective scheduling system for the service support team members.
- Implemented quality assurance measures within the department to ensure consistent delivery of exceptional customer experiences across all touchpoints.
- Served as a trusted advisor to senior leadership, offering insights and recommendations for ongoing improvements in service support functions.
- Monitored industry trends and competitor offerings to maintain awareness of emerging technologies relevant to the service support function.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Monitored employee and customer interactions to assess quality of service.
- Coached employees through day-to-day work and complex problems.
- Created, prepared, and delivered reports to various departments.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Enhanced customer satisfaction by streamlining service support processes and implementing effective communication strategies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Reduced cycle times, ensuring timely delivery of repaired vehicles to customers.
- Implemented quality assurance measures to ensure all repairs met or exceeded industry standards.
- Developed strong relationships with insurance partners for seamless claims processing and efficient repairs.
- Conducted regular inspections of physical assets, identifying areas for repair or replacement before issues escalated into costly problems.
- Oversaw all aspects of equipment installation, maintenance, and repair for both internal and external services.
Education
High School Diploma -
Trabuco Hills High School
Rancho Santa Margarita06-2006
Skills
- Detail Oriented
- Customer Relations
- Managing operations
- Deadline Management
- Quality Assurance
- Employee Scheduling
- Personnel Management
- Workflow Coordination
- Quality controls
- Vendor Relations
Accomplishments
- Business Development - Initiated two key partnerships which resulted in $100,000 in revenue growth.
Timeline
Service & Support Manager
Temple Management Inc.
01.2006 - Current
High School Diploma -
Trabuco Hills High School
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