Carol Gonzalez
Project Manager Service
West Babylon,NY
Summary
Results-driven Service Manager with a proven track record in optimizing service delivery and enhancing operational efficiency. Skilled in team leadership, customer relationship building, and performance analysis, contributing to increased client loyalty and satisfaction.
Overview
21
21
years of professional experience
Work History
Service Manager - Operations
Regency Sign
Deer Park, NY
02.2013 - 01.2016
- Optimized service scheduling to enhance operational efficiency and meet client needs.
- Trained and mentored team members on best practices in customer service protocols.
- Recorded Accounts Payable and Receivable
- Managed In-House Service and Installation
- Managed new business National Clients
- Established strong relationships with clients, fostering loyalty and repeat business opportunities.
- Analyzed service performance metrics to identify areas for improvement and growth.
- Negotiated with vendors to secure best prices for parts and supplies.
- Permit Procurement for building and signage
- Processed All Bids and Proposals
- Warranty and PM Program (Night Check)
- Provided Customer Status Reports
- Led Meetings for Fabrication, Service and Installation
Service & Installation Project Manager
Sign-a-rama SSAR
Huntington, NY
12.2010 - 12.2012
- Led end-to-end installation projects, ensuring timely delivery and adherence to quality standards.
- Managed project budgets and schedules, optimizing resource allocation for maximum efficiency.
- Collaborated with clients to define project scopes and specifications, enhancing customer satisfaction.
- Coordinated cross-functional teams, fostering communication between designers, fabricators, and installers.
- Utilized [Software] to maintain and update customer information, repair logs and inventory.
- Met with customers onsite to develop installation strategy and coordinated with staff to facilitate access to product locations.
- Managed subcontractors, ensuring adherence to safety regulations and quality standards throughout the installation process.
- Increased customer satisfaction by maintaining open lines of communication and addressing concerns promptly.
Project Manager
National Maintenance Inc.
Old Bethpage, NY
01.2002 - 12.2010
- Led cross-functional teams to ensure project alignment and timely completion.
- Developed comprehensive project plans, outlining key milestones and resource allocations.
- Implemented risk management strategies to minimize project delays and budget overruns.
- Facilitated and led daily meetings to gather requirements and provide status updates for clients, fabrication and installation.
- Permit Procurement
- Developed Service Department
- Dispatched Fleet of service and installation of 55 men
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Warranty for Service and Installation Contracts
- Preventative Maintenance and Night Check Program
- Managed projects from procurement to commission.
Service Manager and Project Coordinator
Broadway National Sign
Ronkonkoma, NY
05.1999 - 01.2002
- Led service operations, ensuring timely project completion and high client satisfaction.
- Implemented process improvements resulting in streamlined service delivery workflows.
- Managed customer relationships, addressing inquiries and resolving issues effectively.
- Oversaw inventory management, optimizing resource allocation for project needs.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Managed National Service calls and In-house Fleet of 20
- Coordinated Projects with Clients from permit & design to complete installation.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
Dispatcher Manager
Best-Temp Mechanical, M.E,C Corp.
Ronkonkoma, NY
04.1995 - 05.1999
- Oversaw daily dispatch operations, ensuring timely delivery and optimal resource allocation.
- Developed and implemented efficient routing strategies to maximize service effectiveness.
- Coordinated communication between field technicians and clients to resolve issues promptly.
- Answered phone calls and responded to customer emails.
- Received new orders, prepared documentation, and assigned personnel.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Communicated with warehouse staff to facilitate proper loading and unloading of orders.
- Managed customer accounts and invoicing.
- Tracked and monitored vehicle performance and maintenance.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
Education
Business Administration And Management
Suburban Tech.
Ronkonkoma, NY08.1995
High School Diploma -
Brentwood High School
Brentwood06.1992
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Customer service management
- Employee training and development
- Team collaboration and leadership
- Workflow management
- Trustworthy and honest
- Office administration
- Outgoing and energetic
- Service scheduling
- Operational efficiency
- Work Planning and Prioritization
- Service quality management
- Service documentation
- Goal setting
- Estimating and quoting
- Technical troubleshooting
- Inventory management
- Cost estimates
- Service and parts teams management
- Project management
- Preventive Maintenance
- Relationship building
- Customer satisfaction measurement
- Shift scheduling
- Service order flow
- Data management
- MS office
- Supply ordering
- Schedule management
Timeline
Service Manager - Operations
Regency Sign
02.2013 - 01.2016
Service & Installation Project Manager
Sign-a-rama SSAR
12.2010 - 12.2012
Project Manager
National Maintenance Inc.
01.2002 - 12.2010
Service Manager and Project Coordinator
Broadway National Sign
05.1999 - 01.2002
Dispatcher Manager
Best-Temp Mechanical, M.E,C Corp.
04.1995 - 05.1999
Business Administration And Management
Suburban Tech.
High School Diploma -
Brentwood High School