Cedric Albritton
Atlanta,GA
Summary
Dynamic Service Manager with a proven track record at PRM, enhancing customer satisfaction through effective team leadership and operational efficiency. Skilled in technical troubleshooting and problem-solving, I implemented process improvements that significantly reduced service downtime, fostering strong client relationships and achieving high customer satisfaction ratings.
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Manager
PRM
03.2020 - Current
- Led service team to enhance customer satisfaction and operational efficiency.
- Developed training programs for staff, improving service delivery standards.
- Implemented process improvements, resulting in streamlined service operations.
- Analyzed customer feedback to identify areas for service enhancement.
- Mentored junior staff, fostering professional development and teamwork.
- Managed scheduling and staffing to ensure optimal service coverage.
- Established performance metrics to evaluate team effectiveness and productivity.
- 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.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- 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.
- Implemented customer feedback system to gather insights and identify areas for service improvement.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
Service Technician
Lincoln Property
06.2014 - 01.2020
- Diagnosed and repaired HVAC systems, ensuring optimal performance and customer satisfaction.
- Conducted routine maintenance inspections on plumbing systems to prevent failures and reduce service calls.
- Collaborated with team members to streamline workflow processes, enhancing efficiency in service delivery.
- Implemented training programs for junior technicians, improving skill sets and knowledge retention.
- Led quality assurance initiatives that improved service response times and overall customer feedback ratings.
- Analyzed service reports to identify trends, leading to proactive solutions that decreased recurring issues.
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
- Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Boosted customer satisfaction with prompt and efficient troubleshooting of equipment issues.
- Minimized return service calls, ensuring thorough and accurate service on first visit.
- Ensured optimal operation of machinery by conducting regular maintenance checks and repairs, significantly reducing downtime.
- Improved operational efficiency, meticulously documenting all service activities for future reference.
- Upgraded systems to latest technologies, ensuring clients' equipment operated at peak efficiency.
- Fostered culture of continuous improvement, encouraging feedback and suggestions from team members.
- Delivered comprehensive service reports to clients, detailing maintenance work performed and recommendations for future care.
- Streamlined inventory management for parts and supplies, maintaining optimal stock levels to prevent project delays.
- Enhanced client trust, providing transparent and easy-to-understand explanations of technical issues and solutions.
- Conducted detailed inspections of equipment to identify potential issues, preventing costly future repairs.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Tested systems, noting issues and completing preventive maintenance.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Worked with diverse types of weather and ground conditions.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
Service Technician
Tribridge Residential
03.2011 - 05.2014
- Managed inventory of tools and parts, ensuring availability for timely repairs and maintenance tasks.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Collaborated with team members to complete complex installations, ensuring seamless integration of new systems.
- Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
- Streamlined processes for troubleshooting, resulting in faster resolution times and improved customer experiences.
- Evaluated systems according to predetermined checklist and noted issues.
- Optimized service delivery times, implementing efficient routing and scheduling strategies.
- Diagnosed and repaired HVAC systems, ensuring optimal performance and customer satisfaction.
- Conducted routine maintenance inspections on plumbing systems to prevent failures and reduce service calls.
- Collaborated with team members to streamline workflow processes, enhancing efficiency in service delivery.
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
- Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Boosted customer satisfaction with prompt and efficient troubleshooting of equipment issues.
- Minimized return service calls, ensuring thorough and accurate service on first visit.
- Ensured optimal operation of machinery by conducting regular maintenance checks and repairs, significantly reducing downtime.
- Improved operational efficiency, meticulously documenting all service activities for future reference.
- Delivered comprehensive service reports to clients, detailing maintenance work performed and recommendations for future care.
- Streamlined inventory management for parts and supplies, maintaining optimal stock levels to prevent project delays.
- Enhanced client trust, providing transparent and easy-to-understand explanations of technical issues and solutions.
- Conducted detailed inspections of equipment to identify potential issues, preventing costly future repairs.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Tested systems, noting issues and completing preventive maintenance.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Worked with diverse types of weather and ground conditions.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
Service Technician
Executive Affiliates
02.2008 - 01.2011
- Developed troubleshooting guides that reduced diagnostic times for common issues faced by technicians.
- Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.
- Optimized performance of equipment through expert calibration processes tailored according to specific client requirements.
- Enhanced client retention through exceptional communication skills and a commitment to addressing concerns promptly.
- Managed inventory levels effectively by accurately recording usage data and proactively replenishing stock when needed.
- Reduced environmental impact by advising clients on energy-efficient upgrades and sustainable practices.
- Reduced equipment failures, conducting preemptive diagnostics and immediate rectifications.
- Facilitated smoother operations within team by organizing schedules and assigning tasks based on skill levels.
- Achieved high client retention rates by providing exceptional service and follow-up on all installations and repairs.
- Checked, repaired and repacked survival equipment to meet specifications.
- Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
- Streamlined processes for troubleshooting, resulting in faster resolution times and improved customer experiences.
- Evaluated systems according to predetermined checklist and noted issues.
- Optimized service delivery times, implementing efficient routing and scheduling strategies.
- Diagnosed and repaired HVAC systems, ensuring optimal performance and customer satisfaction.
- Conducted routine maintenance inspections on plumbing systems to prevent failures and reduce service calls.
- Collaborated with team members to streamline workflow processes, enhancing efficiency in service delivery.
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
- Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Boosted customer satisfaction with prompt and efficient troubleshooting of equipment issues.
- Minimized return service calls, ensuring thorough and accurate service on first visit.
- Ensured optimal operation of machinery by conducting regular maintenance checks and repairs, significantly reducing downtime.
- Improved operational efficiency, meticulously documenting all service activities for future reference.
- Delivered comprehensive service reports to clients, detailing maintenance work performed and recommendations for future care.
- Streamlined inventory management for parts and supplies, maintaining optimal stock levels to prevent project delays.
- Enhanced client trust, providing transparent and easy-to-understand explanations of technical issues and solutions.
- Conducted detailed inspections of equipment to identify potential issues, preventing costly future repairs.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Tested systems, noting issues and completing preventive maintenance.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Worked with diverse types of weather and ground conditions.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
Punch Technician
Equity Residential
09.2005 - 01.2008
- Conducted routine maintenance on equipment to ensure optimal performance and safety.
- Collaborated with team members to improve workflow efficiency and reduce downtime.
- Inspected finished products for quality assurance, identifying defects and implementing corrective measures.
- Implemented inventory control measures to maintain adequate supply levels for production needs.
- Performed crucial preventive maintenance tasks regularly, prolonging the life of essential machinery components.
- Reviewed completed orders for quality and accuracy.
Education
Diploma - HVAC
Atlanta Technical College
Atlanta, GASkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Reliable and responsible
- Critical thinking
- Time management
- Goal oriented
- Workflow management
- Team collaboration and leadership
- Trustworthy and honest
- Employee relations
- Quality assurance
- Workplace safety
- Documentation and reporting
- Crew leadership
- Office administration
- Outgoing and energetic
- Employee supervision
- Service scheduling
- Operational efficiency
- Work Planning and Prioritization
- Staff motivation
- New employee hiring
- Policy and procedure enforcement
- Service documentation
- Staff management
- Service quality management
- Goal setting
- Technical troubleshooting
- Estimating and quoting
- Inventory management
- Continuous improvement
- Quality control
- Service and parts teams management
- Project management
- Coaching and mentoring
- Preventive Maintenance
- Staff training and development
- Mechanical diagnostics
- Customer satisfaction measurement
- Service delivery optimization
- Supply ordering
- Budget control
- Regulations compliance
- Performance evaluations
- Maintenance planning
- Deadline driven
- Cost reduction strategies
- Productivity monitoring
Certification
*Universal Epa Certification
*Cpo Certification
*Several Online Training Certifications
Timeline
Service Manager
PRM
03.2020 - Current
Service Technician
Lincoln Property
06.2014 - 01.2020
Service Technician
Tribridge Residential
03.2011 - 05.2014
Service Technician
Executive Affiliates
02.2008 - 01.2011
Punch Technician
Equity Residential
09.2005 - 01.2008
Diploma - HVAC
Atlanta Technical College