Brian Licht
Mardela Springs,MD
Summary
Driven to excel, I leveraged operational efficiency and exceptional interpersonal skills at Draeger Interlock Inc., enhancing customer satisfaction and driving revenue growth. My leadership fostered team collaboration and performance improvements, significantly impacting organizational effectiveness and establishing a culture of continuous improvement. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
34
34
years of professional experience
Work History
Regional Operations Manager
RoadGuard Interlock / Draeger US Interlock LLC
05.2021 - Current
- Coordinated with other regional managers to share best practices, streamline processes, and improve overall organizational effectiveness.
- Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
- Enhanced customer satisfaction through effective communication and problem-solving strategies.
- Developed processes to save on costs and prevent losses.
- Managed a team of diverse employees, fostering a positive work environment that encouraged collaboration and professional growth.
- Managed budgets and financial reporting for the region, providing accurate forecasts and identifying areas for potential savings.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
District Service Manager
Draeger Interlock Inc.
03.2013 - 05.2021
- Championed the adoption of new technologies within the department to increase efficiency, reduce costs, and improve overall customer experience.
- Optimized scheduling processes to maximize technician productivity and minimize travel time between appointments.
- Evaluated emerging industry trends regularly, adapting services offerings as necessary to stay ahead of competitors.
- Monitored customer satisfaction metrics closely, implementing corrective actions as needed to maintain high levels of client satisfaction.
- Conducted regular performance reviews for staff members, providing feedback and coaching for improvement.
- Effectively managed escalations from clients regarding service issues, bringing matters to swift resolution while preserving relationships wherever possible.
- Overhauled inventory management practices, reducing stock shortages while maintaining optimal inventory levels at all times.
- Managed a team of technicians, ensuring proper training and adherence to company policies and procedures.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Field Service Technician
Draeger Interlock Inc.
12.2009 - 03.2013
- Responded quickly to emergency maintenance requests for timely on-call support.
- Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Operated hand tools and power equipment according to company safety procedures.
- Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
- Provided hands-on training to junior technicians, fostering a culture of continuous improvement within the team.
- Discussed and recommended service options with customers and explained costs involved.
- Conducted detailed pre-installation assessments, ensuring environments were prepared for new equipment, thus minimizing installation time.
General Manager of Operations
Berkshire Valley Auto Works Inc.
08.1990 - 06.2009
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Established standard operating procedures that enhanced employee performance.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Increased profit by streamlining operations.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Education
High School Diploma -
CH McCann Technical High School
North Adams, MA06.1986
Skills
- Operational Efficiency
- Excellent interpersonal skills
- Multi Unit expertise
- Road Warrior
- Key Performance Indicators
- Teamwork and Collaboration
- Relationship Building
- Performance Improvements
- Staff hiring
- Operations Management
- Customer Service
- P&L Administration
- Asset Management
- Compliance Management
- Facility Management
- Budget knowledge
- Staff Supervision
- Change Management
- Revenue Generation
Timeline
Regional Operations Manager
RoadGuard Interlock / Draeger US Interlock LLC
05.2021 - Current
District Service Manager
Draeger Interlock Inc.
03.2013 - 05.2021
Field Service Technician
Draeger Interlock Inc.
12.2009 - 03.2013
General Manager of Operations
Berkshire Valley Auto Works Inc.
08.1990 - 06.2009
High School Diploma -
CH McCann Technical High School
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