Brenda Paulus
Mukwonago,WI
Summary
Detail-oriented individual with exceptional communication skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
27
27
years of professional experience
Work History
Service Manager
First Choice Heating & Cooling LLC
01.1998 - 06.2025
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Enhanced team morale through regular recognition of exceptional performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Office management, bookkeeping, inside sales, sales coordinator were also part of my duties during my time with the company
Education
Business Administration And Management
Oak Creek Senior High School
Oak Creek, WI06-1975
Skills
- Multitasking and organization
- Problem-solving
- Customer service
- Preventive Maintenance
- Schedule management
- Customer service management
- Goal oriented
- Positive attitude
- Upselling
- After-sales support
- Proficient in Quickbooks, Service Titan & Aptora software
- Reporting and documentation
Timeline
Service Manager
First Choice Heating & Cooling LLC
01.1998 - 06.2025
Business Administration And Management
Oak Creek Senior High School
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