Becky Holguin
Summary
Results-driven professional in service operations management with expertise in work order management and team development. Led initiatives that enhanced execution levels and improved processes, contributing to overall successes in key performance indicators. Dedicated Manager known for strong client relationship management and operational efficiency. Committed to fostering team performance and implementing effective processes that align with business objectives, ensuring high-quality service delivery and stakeholder satisfaction.
Overview
21
21
years of professional experience
Work History
Work Order Services Manager
Empire Southwest
11.2025 - Current
- Hired, trained, and developed billers in Empire systems including warranty processes
- Restructured Biller Alignments into Velocity, Field Service, and On Campus for AZ/NV/CA
- Led On Campus team to enhanced levels of execution with 80% work orders meeting or exceeding LLTI goals
- Traveled to various Empire locations to provide in-person support for my team as well as for stakeholders
Service Advisor Manager
Empire Southwest
02.2023 - 11.2024
- Hired, trained, developed Service Advisors
- Introduced Service Advisor role to each of our 6 Ag locations
- Developed and led standardized billing for all Ag stores
- Managed Service Advisors and Billers for Ag operations
- Worked closely with Service Managers to ensure alignment
- Implemented processes to support Ag Dealer Excellence programs and earned Pro status consistently
- Ensured 100% PDI and PSP completions
- Delivered quarterly AGCO business updates to Executive Leadership and AGCO
Service Manager
Empire Southwest
06.2020 - 02.2023
- Supported Blythe Service operations to include Empire Truck & Trailer and Ag Service
- Merged both departments into one under Machinery
- Hired Cat technicians to expand our opportunities in the Blythe area
- Hired machinist and developed machining opportunities in the Blythe, Imperial, and Yuma areas
- Developed and implemented processes to support Ag Dealer Excellence programs and earned Pro status consistently
- Built Service training program to ensure Ag requirements were met
- Delivered quarterly AGCO business updates to Executive Leadership and AGCO
- Oversaw financials for all Ag stores
- Managed all warranty short pays and denials for all Ag stores
- Developed standardized billing for all Ag stores
Service Leadperson
Empire Southwest
10.2019 - 06.2020
- Scheduled Field Service technicians and managed workload
- Communicated directly with clients to ensure client satisfaction
- Maintained 85% productivity
- Kept direct expenses low and maintained 30% PAD
- Managed and scheduled trainings as needed
- Managed the entire work order process from the time a work order was opened, processed, and closed
- Trained replacement planner
Service Planner
Empire Southwest
01.2008 - 09.2019
- Performed work order management duties as Service Planner I-III
- Managed client disputes
- Processed client pay and warranty work orders for Main Shop, Field Service, Truck Shop, and Lube areas for Imperial
- Managed procurement programs to process and reconcile outside vendor purchase orders
- Performed cashier and receptionist duties
Billing Coordinator
Empire Southwest
01.2007 - 01.2008
- Managed billing for all Imperial store cost centers to include Main Shop, Field Service, Truck Shop, and Lube
- Performed cashier and receptionist duties
Estimator
Empire Southwest
01.2006 - 01.2007
- Communicated repair requests with clients
- Estimated/quoted repairs
- Managed work order process from start to completion
Product Support Business Admin
Empire Southwest
02.2005 - 01.2006
- Performed billing duties for Imperial Main Shop and Field Service
Education
Bachelor of Arts - Psychology
San Diego State University
San Diego, CA05-2004
Skills
- Service operations management
- Work order management
- Client relationship management
- Operational efficiency
- Training and development
- Problem solving
- Stakeholder engagement
- Cross-department collaboration
- Documentation and reporting
- Time management
- Process implementation
- Data management
- Relationship building
- Data analytics
Languages
Spanish
Native/ Bilingual
Accomplishments
2010 Southern Territory Support Person of the Year
Timeline
Work Order Services Manager
Empire Southwest
11.2025 - Current
Service Advisor Manager
Empire Southwest
02.2023 - 11.2024
Service Manager
Empire Southwest
06.2020 - 02.2023
Service Leadperson
Empire Southwest
10.2019 - 06.2020
Service Planner
Empire Southwest
01.2008 - 09.2019
Billing Coordinator
Empire Southwest
01.2007 - 01.2008
Estimator
Empire Southwest
01.2006 - 01.2007
Product Support Business Admin
Empire Southwest
02.2005 - 01.2006
Bachelor of Arts - Psychology
San Diego State University