DANIEL Ray

Service Manager

Kenworth Northeast

08.2009 - Current

Resolved customer complaints in professional and timely manner.
Hired, trained and supervised team of service staff members to meet business goals.
Developed and maintained positive relationships with customers to build rapport and trust.
Met with customers to discuss service needs and offer available solutions.
Monitored service staff performance and provided feedback for improvement.
Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Met with customers to discuss service needs and develop effective and practical solutions.
Analyzed service reports to identify areas of improvement.
Implemented strategies to increase customer service satisfaction ratings.
Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Developed department processes and procedures to boost customer satisfaction.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Set aggressive targets for employees to drive company success and strengthen motivation.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Successfully managed budgets and allocated resources to maximize productivity and profitability.
Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.