DANIEL Ray
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Highly motivated with Service Manager 14 years of 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
14
14
years of professional experience
Work History
Service Manager
Kenworth Northeast
Rochester, NY
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.
Education
High School Diploma -
Charles D'amico High School
Albion, NY06.1985
Skills
- Financial Controls
- Time Management
- Process Optimization
- Service Scheduling
- Inspect Completed Work
- Quality Control
- Engine Rebuilds
- Employee Relations
- Template Construction
- Performance Appraisal
- Waste Control
- Data Analytics
- Documentation
- Welding and Brazing
- Honest and Trustworthy
- Machinery Operation
- Leadership Development
- Resolve Grievances
- Mathematical Calculations
- Quality Assurance
- Job Assignments
- Coordinate Work
- Maintenance Planning
- Mechanical Diagnostics
- Employee Support
- After-Sales Support
- Branch Management
- Overseeing Technicians
- Motivational Leadership
- Verbal and Written Communication
- Team Leadership
- Preventive Maintenance
- Culture Development
- Heavy Equipment Operation
- Risk Management
- Technical Troubleshooting
- Revenue Generation
- Improve Employee Performance
- Stress Tolerance
- Multitasking and Organization
- Workflow Management
- Train Workers
- Customer Service Management
- EPA Requirements
- Maintenance and Repair
Timeline
Service Manager
Kenworth Northeast
08.2009 - Current
High School Diploma -
Charles D'amico High School