Albert Mata
Service Manager
San Antonio,TX
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Seasoned Service Manager bringing thirty years of Service experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
20
20
years of professional experience
7
7
years of post-secondary education
Work History
Service Manager
Sharp Business Systems, Corp
San Antonio, TX
08.2019 - Current
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored team of 8 technicians performance's, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and offer available solutions.
- Resolved customer complaints in professional and timely manner.
- Analyzed service reports to identify areas of improvement.
- Monitored service staff performance and provided feedback for improvement performed onsite audits and ride along with technicians.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement. Developed career paths for new employee's.
- Assisted in organizing and overseeing assignments to drive operational excellence. Planned and logistically coordinated several delivery School projects including six hundred machines, "North Side ISD".
- Planned and assisted delivery of over one hundred equipment for "Harlandale ISD".
- Planned and assisted delivery of over one hundred equipment for SAWS, San Antonio Water Systems.
Service Manager
Texas Document Solutions
San Antonio, United States
03.2009 - 08.2019
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored team of 9 technicians performance's, adhered to service level agreements (SLAs) and provided detailed job training.
- Analyzed service reports to identify areas of improvement.
- Monitored service staff performance and provided feedback for improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Scheduled Deliveries, ordered parts and supplies and monitored field and equipment orders.
Service Manager
CTWP
San Antonio, TX
02.2004 - 07.2009
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored team of 8 Technicians performance's, adhered to service level agreements (SLAs) and provided detailed job training monitored KPI's.
- Met with customers to discuss service needs and offer available solutions.
- Resolved customer complaints in professional and timely manner.
- Monitored service staff performance and provided feedback for improvement.
- Monitored inventory levels and placed orders to replenish stock.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Launched quality assurance practices for each phase of development
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Ordered equipment and supplies, maintained inventory.
- Coordinated logistics for NEISD delivery of over three hundred equipment.
Education
Bachelor of Science - Information Technology
The University of Arizona Global Campus
180 S Arizona Ave Suite #301, Chandler, AZ 85225 05.2019 - 12.2023
High School Diploma -
John F Kennedy High School
San Antonio, TX 08.1977 - 05.1980
Skills
Customer service management
Timeline
Service Manager
Sharp Business Systems, Corp
08.2019 - Current
Bachelor of Science - Information Technology
The University of Arizona Global Campus
05.2019 - 12.2023
Service Manager
Texas Document Solutions
03.2009 - 08.2019
Service Manager
CTWP
02.2004 - 07.2009
High School Diploma -
John F Kennedy High School
08.1977 - 05.1980
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