Christopher Ginther
Mukilteo,WA
Summary
At United Access, I spearheaded a service team, enhancing customer satisfaction through strategic service improvements and staff training programs. My leadership and problem-solving skills led to a notable increase in repeat business, leveraging technical troubleshooting and interpersonal prowess to foster client trust and operational efficiency.
Overview
22
22
years of professional experience
Work History
Service Manager
United Access
04.2002 - Current
- 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.
- 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.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- 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.
- Implemented customer feedback system to gather insights and identify areas for service improvement.
- Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
Education
Diploma - General
Saint Helens High School
Saint Helens, OR06.2002
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Critical Thinking
- Reliable and Responsible
- Employee Training and Development
- Customer Service Management
- Time Management
- Conflict Resolution
- Goal-Oriented
- Workflow Management
- Team Collaboration and Leadership
- Employee Relations
- Quality Assurance
- KPI Monitoring
- Workplace Safety
- Documentation And Reporting
- Crew Leadership
- Office Administration
- Employee Supervision
- Service Scheduling
- Operational Efficiency
- Work Planning and Prioritization
- Staff Motivation
- Policy and Procedure Enforcement
- Service Documentation
- Service Quality Management
- Technical Troubleshooting
- Estimating and Quoting
- Inventory Management
- Continuous Improvement
- Cost Estimates
- Service and Parts Teams Management
- Interpersonal Relationships
- Quality Control
- Project Management
- Coaching and Mentoring
- Rapport Building
- Technical Support
- Preventive Maintenance
- Staff Training and Development
- Analytical Thinking
- Mechanical Diagnostics
- Customer satisfaction measurement
- Service Delivery Optimization
- Service Order Flow
- Staff Supervision
- Schedule Management
- Supply Ordering
- Budget Control
- MS Office
- Performance Evaluations
- Revenue Generation
- Upselling
- Leadership Development
- Task Delegation
- Sales Support
- After-sales support
- Process Implementation
Timeline
Service Manager
United Access
04.2002 - Current
Diploma - General
Saint Helens High School
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