Bobby Green
Grand Prairie,USA
Summary
Dedicated District Manager with extensive experience directing operations, sales and staffing for numerous locations throughout the area. Excellent record of success driving improvements and elevating public profile for the brand resulting in increased revenue. Team leader with success guiding, coaching and motivating employees.
Overview
18
18
years of professional experience
1
1
Certification
Work History
District Manager
Hobart Service
Dallas, TX
03.2022 - Current
- In my position I am responsible for and accountable for achieving ongoing service revenue growth, profitability, productivity, quality, and service levels.
- I manage 28 technicians and 2 Service Managers and 1 installation lead
- I manage the installs for the branches, ensuring they are scheduled and that we have the resources needed to complete the work.
- In my position I manage the day-to-day operation of the technicians in the Dallas/Ft. Worth area
- Supported branch operations by managing the dispatcher and parts associates in the branch
- Managed payroll for technicians and approved time off requests, ensuring accurate and timely processing.
- Handled customer service issues related to service calls and technician experiences, ensuring timely resolution and satisfaction.
- I am responsible for coaching and counseling technician on CFM's (customer facing metrics)
- Developed employees through coaching and support, contributing to increased retention rates.
- Provided reliable service solutions for commercial food equipment at Hobart.
Branch Manager
General Parts
Oklahoma City, OK
01.2015 - 03.2022
- Direct all operational aspects including operations, customer service, human resources, administration and sales
- Assess local market conditions and identify current and prospective sales opportunities
- Develop forecast, financial objectives and business plans
- Manage budget and allocate funds appropriately
- Bring out the best in branch's personnel by providing training, coaching, development and motivation
- Share knowledge with other branches on effective practices, competitive intelligence, business opportunities and needs
- Address customer and employee satisfaction issues promptly
- Network to improve the presence and reputation of the branch and company
- Oversees branch service support staff and technicians.
- Participates in establishing technicians work schedules.
- Ensures that the schedules are correctly implemented and that jobs are assigned effectively and completed properly.
- Directs and assists in the daily performance of customer service and technical support.
- Fields complaints and questions regarding customer service issues (re: billing and non-technical information).
- Interacts with dispatch personnel and warranty administrators to resolve customer disputes.
- Consults with the Parts Department and Warehouse personnel to verify availability of parts to ensure quality and timely service calls.
- Verify all billing is processed immediately and accurately.
- Understands and communicates credit/collections guidelines.
- Works with accounting department to resolve customer payment problems.
- Follows safe work practices and accident prevention procedures.
- Ensures that staff members are trained and understand rules and procedures relating to health and safety.
- Prepares annual department budget.
- Reviews and approves employee time sheets each pay period prior to the payroll deadline.
- Food Service Equipment Repair, Refrigeration, HVAC
Customer Service Manager and Dispatch Manager
ARS Rescue Rooter Plumbing and HVAC
Dallas, TX
04.2011 - 12.2015
- As the Customer Service Manager and Dispatch Manager I perform the following duties: Manage Customer Service and Dispatch staff, including interviews, selection, training, performance management, development, conflict resolution and, when necessary, disciplinary action or termination
- I am responsible for preparing payroll for both departments weekly, this includes managing time off request, entering special exceptions i.e. training time or coaching time, and adding all incentive pay or commissions - we use the ADP Timesaver software for payroll
- Running various daily phone reports to manage our call counts, these reports give me a breakdown of inbound call received, outbound calls made, average handle time, the amount of time spent not ready for a call, and managing our abandonment rate and identifying trends and patterns to make sure we are adequately staffed for the spikes in call volume - we use the Nortel Phone System and use Nortel Applications software for the phone reports
- Responsible for scheduling agents to accommodate the inbound call volume, also scheduling the dispatchers based on the retail work load, and warranty company work load both projected by historical data and current call volume
- Responsible for handling escalated customer situations, identifying the issue or problem and providing resolution in an effective timely manner
- I manage the dispatch department, which is responsible for making sure we send the right technician to the right job as it directly affects revenue.
- Monitoring performance of team members by reviewing customer surveys, and real-time monitoring of inbound and outbound agent calls and delivering feedback in a timely manner
- Managing our centers quality score, against the several branches nationwide by consistent coaching and counseling about scripting and other key performance indicators i.e. AHT, not ready time, and call counts
Inside Sales Supervisor
Broadview Security
Irving, TX
12.2008 - 02.2010
- Coordinate day-to-day operations and administer company policies and procedures including assigning work, monitoring and reviewing progress and accuracy of work, training, directing efforts and providing technical guidance on complex issues.
- Ensured daily qualitative and quantitative goals were met, contributing to overall organizational performance.
- Oversee the daily workflow, assess available resources, determine work allocations, make employee work assignments, and collaborate with management and staff to develop and administer employee work schedules.
- Provide input on personnel actions (e.g. staffing, terminations, objective setting, performance and salary reviews, disciplinary actions, and scheduling.).
- Monitored compliance and personnel performance metrics, ensuring accurate and timely reporting that adhered to standards.
- Administer staff incentive programs.
- Organized and facilitated staff meetings to discuss team performance, recognize achievements, and exchange information.
- Respond to escalated consumer issues.
- Manage operations providing consumer security services to residential and commercial line of business for Broadview Security.
Education
BA -
Langston University
Langston, OKPersonal Information
Title: Branch Manager - Service/ Repair Industry
Certification
Driver's License
Relocation
Dallas, TX
Additional Information - Work Authorization
Authorized to work in the US for any employer
Timeline
District Manager
Hobart Service
03.2022 - Current
Branch Manager
General Parts
01.2015 - 03.2022
Customer Service Manager and Dispatch Manager
ARS Rescue Rooter Plumbing and HVAC
04.2011 - 12.2015
Inside Sales Supervisor
Broadview Security
12.2008 - 02.2010
BA -
Langston University