Brooke Hackmann
Eastlake,OH
Summary
Results-driven Service Manager with a strong focus on enhancing customer satisfaction and driving profit margins. Proven track record in team leadership and multitasking under pressure, leading to significant improvements in service delivery. Confidant in maintaining accurate reports and fostering a positive work environment between departments that encourages collaboration and high performance. Career aspirations include further developing managerial strategies to elevate customer satisfaction and operational efficiency.
Overview
7
7
years of professional experience
Work History
Service Manager Brand Maintenance
Stratus Unlimited
Mentor, OH
07.2022 - Current
- Managed numerous work orders with varying scopes and customers to ensure high-quality service and customer satisfaction.
- Efficient in the use of the ERP database for Brand Maintenance.
- Created written estimates and obtained customer consent to proceed.
- Maintained accurate records of all work orders, including resolution times, costs, and profit margins.
- Adhered to Stratus customer service standards to provide highly satisfactory resolutions to my assigned work orders.
- Assisted in the training of new employees on the use of our ERP software systems, and customer expectations.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Completed day-to-day duties accurately and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Assistant Manager
Marshals
Warrensville Heights, OH
09.2020 - 07.2022
- Maintained up-to-date knowledge of company products and services.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Implemented quality control measures to uphold company standards.
- Evaluated individual and team business performance, and identified opportunities for improvement
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Supervised daily operations including scheduling shifts, assigning duties.
- Created reports on sales trends, inventory levels, and financial data.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assigned work and monitored performance of project personnel.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Customer Service Coordinator
Marshalls
Mentor, OH
10.2017 - 09.2020
- Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
- Tracked and reported customer interaction trends to assess procedures and identify opportunities to improve systems.
- Monitored documentation procedures to maintain consistent policies and current records.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Guided employees in handling difficult or complex problems.
- Provided training for new employees on company policies and procedures related to customer service.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Performed data entry tasks related to daily sales and cash accounting.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
Education
Some College (No Degree) - Human Services
Urbana University
Urbana, OHSkills
- Work Order management
- Customer Satisfaction Specialist
- ERP software
- Quality control
- Sales analysis
- Team leadership
- Time management
- Service scheduling
- Documentation and reporting
- Regulations compliance
- Task prioritization
- Payroll support
- Payroll journal entries
- Weekly payroll management
Timeline
Service Manager Brand Maintenance
Stratus Unlimited
07.2022 - Current
Assistant Manager
Marshals
09.2020 - 07.2022
Customer Service Coordinator
Marshalls
10.2017 - 09.2020
Some College (No Degree) - Human Services
Urbana University
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