Brooke Poquadeck
Winter Springs,FL
Summary
Goal-driven service manager offering several years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
15
15
years of professional experience
Work History
HVAC Service Manager
Apex - Air America/Snyder Air Conditioning
Coral Springs, Florida
07.2023 - 09.2024
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- HVAC Service ManagerAt Air AmericaI managed over 30+ service technicians while using service titan. Along with my service techs, I would help any customer issues(complaints), and also oversaw our phone center for our dispatchers. I also helped with invoices and estimates to help our techs. I closing work with our parts department to help with getting equipment/parts to properly fix our customers systems. enjoy working with people and the connections that are made has made a huge difference in my job. I have gained the respect of my techs and fellow employees with my hard work, my care and detail in every job, being caring about each and everyone has made me successful in my career today.Willing to relocate: Anywhere Authorized to work in the US for any employerWork FynariancoHomeMy JobsMessagesProfile
Owner - Service/Customer Service Manager
Advanced Climate Control
Apopka, Florida
10.2012 - 01.2021
- Created marketing campaigns to attract new customers.
- Negotiated contracts with vendors and suppliers.
- Oversaw budgeting and financial management.
- Maintained relationships with existing clients by providing superior customer service.
- Implemented quality assurance processes to ensure product excellence.
- Reviewed legal documents related to business operations.
- Ensured compliance with local, state, and federal regulations.
- Provided direction and guidance to employees.
- Supervised performance of workers with goals of improving productivity, efficiency and cost savings.
- Managed daily operations of business, including hiring and training staff.
- Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Assistant Service Manager - Dispatcher
Thermal Tech Inc.
Orlando, Florida
02.2010 - 07.2012
- Provided oversight for staff of technicians, ensuring productivity and quality standards were met.
- Ensured accurate documentation of customer service activities and maintained records of all customer interactions
- Assigned tasks to technicians based on their skill level and experience.
- Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.
- Scheduled routine maintenance for equipment and vehicles used by the organization's service department.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
Education
Bachelor of Arts - Marketing And Sales
University of Central Florida
Orlando, FL12-2001
Skills
- Relationship Building
- Project Planning
- Strategic business planning
- Proficient in Service Titan and ESC
- Customer Service Management
- Estimating and Quoting
- Conflict Resolution
- Staff Supervision
Timeline
HVAC Service Manager
Apex - Air America/Snyder Air Conditioning
07.2023 - 09.2024
Owner - Service/Customer Service Manager
Advanced Climate Control
10.2012 - 01.2021
Assistant Service Manager - Dispatcher
Thermal Tech Inc.
02.2010 - 07.2012
Bachelor of Arts - Marketing And Sales
University of Central Florida