Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Casey Oakley

Land O Lakes ,Florida

Summary

Dynamic Service Manager at Air Masters Of Tampa Bay with a proven track record in enhancing customer satisfaction and operational efficiency. Expert in conflict resolution and team leadership, successfully increased repeat business through personalized service and effective upselling strategies. Skilled in estimating and quoting, driving profitability while fostering strong client relationships. Tracking Kpi's Along with overseeing 20+ technicians along with all dispatch staff.

Overview

10
10
years of professional experience

Work History

Service Manager

Air Masters Of Tampa Bay
03.2017 - 04.2025
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • 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.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Implemented inventory management systems to reduce costs and increase efficiency in the service department.
  • Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
  • Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
  • Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
  • Negotiated with vendors to secure best prices for parts and supplies.
  • Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
  • Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
  • Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
  • Enhanced safety protocols for service operations, resulting in reduction in workplace accidents and ensuring compliance with regulatory standards.
  • Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
  • Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
  • Established proactive maintenance program for service equipment, reducing downtime and maintaining high service standards.
  • Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
  • Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
  • Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Developed detailed plans based on broad guidance and direction.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • KPI's
  • Payroll etc.

Commercial Project Estimator

Air Masters Of Tampa Bay
04.2016 - 01.2017
  • Increased bid success rate by developing a thorough understanding of client needs during pre-bid meetings.
  • Delivered accurate estimates within tight deadlines by utilizing effective time management skills and prioritizing tasks effectively.
  • Conducted post-project evaluations to determine areas for improvement in future estimations.
  • Utilized advanced estimation software to increase efficiency and precision in the estimation process.
  • Developed strong relationships with suppliers, resulting in better pricing on materials without compromising quality.
  • Evaluated subcontractor bids to ensure accurate pricing and scope inclusion for each project.
  • Enhanced client satisfaction with detailed breakdowns of project costs and timelines.
  • Reduced discrepancies in project estimates by collaborating closely with architects, engineers, and clients.
  • Assisted sales teams in preparing persuasive presentations showcasing our company''s capabilities and competitiveness in the market.
  • Improved overall cost management with regular monitoring of material prices and labor rates.
  • Contributed to company growth by identifying new business opportunities from existing clients or referrals within the industry network.
  • Achieved consistent profitability on projects through diligent monitoring of actual costs against budget estimates.
  • Collaborated with project managers and contractors to obtain necessary information for preparing cost estimates.
  • Negotiated contracts with suppliers and vendors, securing best pricing for materials, labor and equipment.
  • Prepared bids and proposals to submit to clients and secure new business.
  • Gathered data on materials, labor and equipment costs to determine total costs of projects.
  • Conducted site visits to gather information and data on project locations, infrastructures and conditions.
  • Developed and maintained database of cost information to use most up-to-date and relevant data in estimates.
  • Determined budgets for prospective projects to plan for future expenditures and utilize resources wisely.
  • Reviewed and approved invoices and payments, verifying accuracy of expenses.
  • Provided accurate estimates by defining scope, timelines, potential setbacks, and limitations.
  • Prepared estimates used by management for purposes such as planning, organizing, and scheduling work.
  • Assessed risks and uncertainties to identify potential challenges and prepare contingency plans.
  • Update customers for scheduling and parts availability.

Lead Dispatcher

Air Masters Of Tampa Bay
04.2015 - 02.2016
  • Consistently met or exceeded company goals for dispatch efficiency and customer satisfaction through diligent work ethic and focus on continuous improvement.
  • Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
  • Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
  • Assisted in updating company policies related to dispatch operations, maintaining compliance with industry standards and regulations.
  • Managed a team of dispatchers, providing guidance and mentorship to improve overall job performance.
  • Maintained accurate records of all dispatched calls ensuring proper documentation is available when needed.
  • Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
  • Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
  • Reduced errors in dispatch assignments by prioritizing accuracy and attention to detail in all tasks.
  • Enhanced communication between field personnel and the dispatch team by establishing clear protocols and utilizing effective communication tools.
  • Served as a liaison between drivers, clients, and internal teams to resolve issues or concerns quickly and effectively.
  • Monitored system performance and implemented improvements as needed, maintaining the highest level of service for clients.
  • Participated in recruitment efforts for new dispatch staff members, conducting interviews and evaluating potential candidates based on their skills and experience levels.
  • Improved response times by streamlining dispatch processes and implementing efficient routing strategies.
  • Organized regular team meetings aimed at fostering collaboration, open communication channels among colleagues, sharing best practices, addressing challenges faced by the department.
  • Contributed towards positive client relationships through timely and professional communication, managing expectations, providing necessary information and updates.
  • Coordinated with emergency services, ensuring timely support during critical situations.
  • Collaborated with management to develop strategic plans for growth and expansion within the company''s geographic area.
  • Implemented scheduling optimization strategies that maximized resource utilization while minimizing operational costs.
  • Developed training materials for new hires, ensuring fast integration into the team''s established workflows.
  • Acted as a resource for other departments within the organization by sharing insights into trends observed in the field, promoting collaboration between teams.
  • Supported driver safety initiatives by implementing robust incident reporting protocols that facilitated prompt investigation into any concerning events reported from the field.
  • Conducted regular audits of dispatcher workloads to identify areas for improved efficiency or resource allocation adjustments.
  • Directed dispatching, routing, and tracking of [20] fleet vehicles.
  • Communicated with warehouse staff to facilitate proper loading and unloading of orders.
  • Utilized customer feedback to improve customer service.
  • Preserved accurate records of dispatched orders, deliveries and receipts.
  • Managed customer accounts and invoicing.
  • Received new orders, prepared documentation, and assigned personnel.
  • Monitored and tracked dispatch communication systems.
  • Monitored flow of paperwork and directed information to appropriate departments.
  • Answered phone calls and responded to customer emails.
  • Tracked and monitored vehicle performance and maintenance.
  • Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.
  • Scheduled and organized delivery routes.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Provided customers with information on products and services.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Communicated with customers to provide delivery updates and resolution.
  • Assisted in resolving customer complaints and grievances.
  • Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
  • Analyzed customer feedback and provided solutions to improve customer service.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Processed invoices and payments for dispatched orders to provide proof of transaction.
  • Tracked delivery progress to identify possible delays and provide real-time updates to customers.

Education

GED -

Lakeland Sr High
Lakeland, LA
08-2005

Skills

  • Positive attitude
  • Team leadership
  • Multitasking and organization
  • Problem-solving
  • Critical thinking
  • Customer service
  • Reliable and responsible
  • Employee training and development
  • Customer service management
  • Time management
  • Conflict resolution
  • Goal oriented
  • Team collaboration and leadership
  • Workflow management
  • Trustworthy and honest
  • Employee relations
  • Quality assurance
  • KPI monitoring
  • Documentation and reporting
  • Crew leadership
  • Employee supervision
  • Outgoing and energetic
  • Service scheduling
  • Work Planning and Prioritization
  • Operational efficiency
  • Staff motivation
  • New employee hiring
  • Service documentation
  • Staff management
  • Goal setting
  • Service quality management
  • Technical troubleshooting
  • Estimating and quoting
  • Cost estimates
  • Quality control
  • Service and parts teams management
  • Interpersonal relationships
  • Project management
  • Coaching and mentoring
  • Rapport building
  • Analytical thinking
  • Culture development
  • Customer satisfaction measurement
  • Shift scheduling
  • Staff supervision
  • Flexible schedule
  • Schedule management
  • Data management
  • Supply ordering
  • Budget control
  • Upselling
  • Revenue generation
  • Leadership development
  • Task delegation
  • Multiple priorities management
  • Sales support
  • After-sales support
  • Project planning
  • Forecasting
  • Contract management
  • Verbal and written communication
  • Program follow-up and assessment
  • Cost reduction strategies
  • Reporting and documentation
  • Hospitality and accommodation

Languages

English
Full Professional

Timeline

Service Manager

Air Masters Of Tampa Bay
03.2017 - 04.2025

Commercial Project Estimator

Air Masters Of Tampa Bay
04.2016 - 01.2017

Lead Dispatcher

Air Masters Of Tampa Bay
04.2015 - 02.2016

GED -

Lakeland Sr High

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Casey Oakley