Charles McCauley
Baytown,TX
Summary
Driven Service Manager with a proven track record at Conn's Appliances, enhancing customer satisfaction through strategic service quality management and effective problem-solving. Skilled in staff supervision and development, achieving a significant increase in team performance. Excels in relationship building and analytical thinking, ensuring operational excellence and continuous improvement. Highly motivated service manager with 40 years of service experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Service Manager
Conn's Appliances
02.1986 - Current
- Spoke with customers to discuss service needs and offer available solutions.
- Monitored team performance, adhered to repair service agreements (RSAs) and provided detailed job training.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Hired, trained and supervised team of service staff members to meet business goals.
- Monitored service staff performance and provided feedback for improvement.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Resolved customer complaints in professional and timely manner.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
Associate of Applied Science - Electronics Technology
Wentworth Institute of Technology
Boston, MAAssociate of Applied Science - Electronics Technology
Lamar Institute of Technology
Beaumont, TXHigh School Diploma -
Rogers High School
Newport, RI06.1982
Skills
- Goal Setting
- Policy and Procedure Enforcement
- Customer Service Management
- Inventory Management
- Relationship Building
- Work Planning and Prioritization
- Employee Training and Development
- Workplace Safety
- Resource Allocation
- Performance Evaluations
- Customer Service
- Project Planning
- Service Quality Management
- Shift Scheduling
- Budget Control
- New Employee Hiring
- Schedule Management
- Culture development
- Multiple Priorities Management
- Conflict Resolution
- Strategic business planning
- Staff Supervision
- Quality Control
- Staff Motivation
- Quality Assurance
- Service Scheduling
- KPI Monitoring
- Goal-Oriented
- Workflow Management
- Preventive Maintenance
- Data Management
- Multitasking and Organization
- Positive Attitude
- Staff Training and Development
- Coaching and Mentoring
- Sales Support
- Service Order Flow
- Crew Leadership
- Service and Parts Teams Management
- Continuous Improvement
- Team Leadership
- Time Management
- Employee Relations
- Forecasting
- Operational Efficiency
- Documentation And Reporting
- Staff Management
- Flexible Schedule
- Team Collaboration and Leadership
- Employee Supervision
- Problem-Solving
- Technical Support
- Outgoing and Energetic
- Project Management
- Process Implementation
- Data Analytics
- Rapport Building
- Task Delegation
- Regulations Compliance
- Financial Controls
- Leadership Development
- Process Optimization
- Reliable and Responsible
- Trustworthy and Honest
- Compliance Enforcement
- Technical Troubleshooting
- Critical Thinking
- Analytical Thinking
- Regulatory Compliance
Certification
- TRRC LP Certified - 2020 to current
- PACE Driver Training - 2020 to current
Timeline
Service Manager
Conn's Appliances
02.1986 - Current
Associate of Applied Science - Electronics Technology
Wentworth Institute of Technology
Associate of Applied Science - Electronics Technology
Lamar Institute of Technology
High School Diploma -
Rogers High School
- TRRC LP Certified - 2020 to current
- PACE Driver Training - 2020 to current
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