Christopher Thompson
Burbank,CA
Summary
Professional service leader with a focus on team collaboration and operational efficiency. Skilled in optimizing service delivery and enhancing customer relations through effective communication and conflict resolution. Proven track record of leading teams to achieve high-quality outcomes and drive continuous improvement initiatives. Adaptable to changing environments with a commitment to excellence in service management.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Manager
Irvine Company Apartment Communities
08.2022 - Current
- Assisted in managing service operations to enhance customer satisfaction and streamline processes.
- Coordinated scheduling and resource allocation for efficient service delivery.
- Supported team by maintaining accurate service records and tracking performance metrics.
- Learned operational protocols to ensure compliance with safety and quality standards.
- Engaged with customers to address inquiries and resolve issues effectively.
- Collaborated with staff to implement new service initiatives and improve client experiences.
- Maintained inventory of tools and materials necessary for daily operations.
- Contributed to training efforts by shadowing experienced team members on best practices.
- 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.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- 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.
- Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
Service Manager
The Dinerstein Companies
05.2022 - 07.2022
- Managed daily operations to ensure optimal resident satisfaction and community performance.
- Developed and implemented service improvement initiatives, enhancing team efficiency and service quality.
- Trained and mentored team members on best practices in customer service and property management systems.
- Oversaw maintenance requests, ensuring timely resolution and adherence to safety standards.
- Conducted regular inspections of properties to uphold quality standards and compliance regulations.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Service Manager
The Dinerstein Companies
01.2022 - 05.2022
- Managed daily operations to ensure optimal resident satisfaction and community performance.
- Developed and implemented service improvement initiatives, enhancing team efficiency and service quality.
- Trained and mentored team members on best practices in customer service and property management systems.
- Oversaw maintenance requests, ensuring timely resolution and adherence to safety standards.
- Conducted regular inspections of properties to uphold quality standards and compliance regulations.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Service Manager
The Dinerstein Companies
05.2021 - 12.2021
- Engaged with customers to address inquiries and resolve issues effectively.
- Collaborated with staff to implement new service initiatives and improve client experiences.
- Maintained inventory of tools and materials necessary for daily operations.
- 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.
- 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.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
Service Manager
The Dinerstein Companies
01.2020 - 05.2021
- Engaged with customers to address inquiries and resolve issues effectively.
- Collaborated with staff to implement new service initiatives and improve client experiences.
- Maintained inventory of tools and materials necessary for daily operations.
- 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.
- 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.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
Make Ready Supervisor
The Dinerstein Companies
06.2017 - 12.2019
- Supervised make-ready operations to ensure timely apartment readiness for new tenants.
- Coordinated maintenance tasks and vendor services to optimize turnaround times and service quality.
- Implemented quality control measures to enhance property presentation standards and tenant satisfaction.
- Trained and mentored staff on safety protocols, equipment usage, and efficient workflow practices.
- Streamlined processes by developing checklists for make-ready procedures, reducing errors and improving efficiency.
- Conducted regular inspections of units to identify necessary repairs and maintenance prior to tenant occupancy.
- Collaborated with leasing teams to align schedules for unit availability with marketing efforts effectively.
- Managed inventory of maintenance supplies, ensuring adequate stock levels for uninterrupted operations.
- Coordinated with third-party vendors for specialized services such as carpet cleaning or pest control when needed.
- Stayed up-to-date on industry trends and best practices through ongoing professional development opportunities.
- Contributed to overall property improvement by working collaboratively with other departments including leasing agents or community managers.
- Collaborated with property management to address tenant concerns and ensure satisfaction with living spaces.
- Established effective communication channels within the team, fostering collaboration and accountability among members.
- Monitored ongoing projects closely, managing deadlines and adjusting resources as needed to meet goals within the budget constraints.
- Facilitated seamless transitions for new tenants by ensuring units were thoroughly cleaned, repaired, and inspected before move-in dates.
- Managed a team of maintenance technicians, providing training and guidance to improve performance.
- Streamlined maintenance operations for increased efficiency and reduced turnaround time between tenants.
- Provided exceptional customer service by responding promptly to tenant requests and addressing concerns professionally.
- Implemented inventory control measures for maintenance supplies, reducing waste and saving on costs.
- Maintained detailed records of completed work orders, inspections reports, and inventory documentation for future reference purposes.
- Ensured adherence to safety protocols during maintenance tasks, maintaining a safe work environment for all staff members.
- Reviewed work orders daily to prioritize tasks based on urgency and available resources effectively.
- Enhanced property appearance by overseeing make-ready processes and ensuring timely completion of tasks.
- Maintained a high level of professionalism and commitment to quality work at all times, setting a positive example for team members to follow.
- Completed thorough inspections of vacant units, identifying necessary repairs and upgrades prior to occupancy.
- Performed regular walkthroughs of common areas in the community to identify potential issues requiring immediate attention.
- Trained and mentored new staff on cleaning and safety protocols.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
Senior Service Technician
The Dinerstein Companies
01.2016 - 06.2017
- Diagnosed and repaired complex equipment malfunctions to restore functionality.
- Led troubleshooting initiatives for service requests, enhancing customer satisfaction through timely resolutions.
- Mentored junior technicians in best practices for equipment maintenance and repair procedures.
- Implemented process improvements that reduced service response times and increased efficiency in operations.
- Conducted regular equipment inspections to ensure compliance with safety standards and operational protocols.
- Maintained detailed records of service activities, ensuring accurate reporting and tracking of repairs completed.
- Upheld high standards of professionalism, punctuality, and integrity in all interactions with clients and colleagues alike.
- Increased client trust by providing accurate quotes for services rendered based on diagnostic findings while remaining transparent about potential additional costs.
- Adhered to company safety protocols, reducing the risk of accidents or injury during service visits.
- Delivered exceptional customer support through clear communication, active listening skills, empathy when addressing concerns.
- Enhanced team morale and productivity by fostering a collaborative atmosphere, sharing knowledge, tips, and best practices with colleagues regularly.
- Communicated effectively with clients to provide comprehensive explanations of required repairs while addressing any concerns or questions they had.
- Mentored junior technicians in best practices, enhancing team performance and fostering a positive work environment.
- Prioritized workload efficiently by assessing urgency levels associated with each call, resulting in an improved response time for critical issues.
- Streamlined workflow by organizing tools, parts, and documentation for easy access during service appointments.
- Enhanced customer satisfaction with thorough inspections and quality repair work.
- Stayed current on industry trends and technological advancements through continuous professional development efforts.
- Exceeded performance metrics through diligent troubleshooting and precise execution of repair procedures.
- Reduced downtime of service calls by quickly diagnosing and resolving technical issues.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
Service Technician
SARES REGIS Group
01.2015 - 12.2015
- Diagnosed and repaired HVAC systems, ensuring optimal performance for residential properties.
- Conducted routine maintenance checks, identifying potential issues before breakdowns occurred.
- Collaborated with team members to resolve service requests efficiently and effectively.
- Assisted in training new technicians on best practices and safety protocols.
- Utilized diagnostic tools to troubleshoot electrical and plumbing systems in various settings.
- Implemented process improvements that enhanced service delivery timelines and customer satisfaction.
- Maintained accurate records of service history and repairs performed on equipment.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
- Collaborated with team members to complete complex installations, ensuring seamless integration of new systems.
- Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
- Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.
Service Technician
Riverstone Residential
01.2013 - 01.2015
- Conducted routine maintenance and repairs on HVAC systems to ensure optimal performance.
- Diagnosed equipment malfunctions using specialized tools and industry best practices.
- Collaborated with property management to address resident service requests promptly.
- Implemented preventive maintenance schedules, reducing downtime of essential services.
- Collaborated with team members to resolve service requests efficiently and effectively.
- Utilized diagnostic tools to troubleshoot electrical and plumbing systems in various settings.
- 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.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Provided on-call support outside of normal business hours, ensuring uninterrupted service for clients experiencing emergencies or critical failures.
Education
Westchester High Schoo
Los Angeles, CASkills
- 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
- Employee relations
- Quality assurance
- KPI monitoring
- Workplace safety
- Documentation and reporting
- Crew leadership
- Office administration
- Employee supervision
- Service scheduling
- Work Planning and Prioritization
- Operational efficiency
- Inventory management
- Continuous improvement
- Service and parts teams management
- Interpersonal relationships
- Quality control
- Project management
- Preventive Maintenance
- Relationship building
Certification
CAMT
EPA
Timeline
Service Manager
Irvine Company Apartment Communities
08.2022 - Current
Service Manager
The Dinerstein Companies
05.2022 - 07.2022
Service Manager
The Dinerstein Companies
01.2022 - 05.2022
Service Manager
The Dinerstein Companies
05.2021 - 12.2021
Service Manager
The Dinerstein Companies
01.2020 - 05.2021
Make Ready Supervisor
The Dinerstein Companies
06.2017 - 12.2019
Senior Service Technician
The Dinerstein Companies
01.2016 - 06.2017
Service Technician
SARES REGIS Group
01.2015 - 12.2015
Service Technician
Riverstone Residential
01.2013 - 01.2015
Westchester High Schoo