Anthony Johnston

Service Manager

Whites Energy Motors

Gillette, Wyoming

07.2003 - 09.2024

Managed service staff to ensure customer satisfaction and compliance with company policies.
Developed and maintained relationships with customers, vendors, and suppliers.
Monitored service performance metrics to identify areas of improvement.
Resolved customer complaints in a timely manner.
Created detailed reports on service activities for senior management review.
Trained new employees on the use of customer relationship management software systems.
Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
Analyzed existing processes for potential cost savings initiatives.
Maintained accurate records of all service requests, including resolution times and costs incurred.
Coordinated with other departments within the organization to ensure seamless delivery of services.
Managed inventory levels of parts necessary for servicing customers' needs.
Created standard operating procedures for all service functions.
Performed root cause analysis on recurring problems encountered by customers.
Reviewed customer billing statements for accuracy prior to release.
Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
Adhered to customer service standards to foster satisfaction and retention.
Reviewed inventory levels and ordered supplies to keep products in stock.
Prioritized and delegated daily work tasks to meet anticipated project goals.
Hired and trained service department staff to drive performance.
Created employee work schedules to keep shifts properly staffed.
Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
Pitched in to complete various duties during peak periods or employee absences.
Motivated and supported employees to maintain low turnover.
Created written estimates and obtained customer consent to proceed.
Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
Monitored employee performance through key metrics analysis.
Created annual department budget, aligning with organization's financial and operational objectives.
Delegated work to staff, setting priorities and goals.
Recruited and trained new employees to meet job requirements.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.