Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

David Silva

Peabody,MA

Summary

Flexible hard worker ready to learn and contribute to team success. Goal-driven service manager offering several years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation. Personable Service Manager driving process optimization and business profitability on continuous basis. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with federal, state, and local regulations that affect service operations. Multi-talented service manager successful at handling customer issues quickly. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing several years of progressive experience. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Motivated Service Manager knowledgeable about mechanical service needs. Expert in operating vehicles, purchasing parts and satisfying customers. Driven to maintain reputation of excellence by keeping service operations cost-effective, speedy and high-quality. Methodical service manager offering several years of experience tracking inventory, processing new orders and appropriately delegating tasks. Thorough and customer-oriented professional focused on providing customized service to customers and facilitating highest quality of support. Highly skilled Service Manager with relevant background in leading customer-focused teams and implementing effective service strategies. Strong managerial capabilities, including team leadership, problem-solving skills, and a keen ability to multitask under pressure. Demonstrated success in improving customer satisfaction levels, streamlining operations, and fostering positive work environments. Results-driven Service Manager known for exceptional productivity and efficient task completion. Specialize in customer relationship management, operational leadership, and process optimization to enhance service delivery. Excel in communication, problem-solving, and team collaboration, ensuring smooth operations and high customer satisfaction levels. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Diligent professional with many years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in inventory management, loss prevention, and vendor negotiation. Experienced and proactive professional offering many years of progressive warehouse settings serving industry needs. Talented in overseeing cost control, loss prevention, and labor management initiatives to streamline and enhance operations. Decisive planner with good communication and problem-solving abilities. Veteran Program manager bringing many years of business operations experience. Adept at leading projects from development to delivery. Effective people manager and big-picture thinker.

Overview

12
12
years of professional experience

Work History

Service Manager

Berkshire
Boston, MA
05.2017 - Current
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
  • Created detailed reports on service activities for senior management review.
  • Trained new employees on the use of customer relationship management software systems.
  • Maintained accurate records of all service requests, including resolution times and costs incurred.
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Monitored service performance metrics to identify areas of improvement.
  • Hired and trained service department staff to drive performance.
  • Created employee work schedules to keep shifts properly staffed.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Created written estimates and obtained customer consent to proceed.
  • Motivated and supported employees to maintain low turnover.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Monitored employee performance through key metrics analysis.

Service Manager

Bozzuyo group
Boston, MA
12.2012 - 05.2017
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Monitored service performance metrics to identify areas of improvement.
  • Created detailed reports on service activities for senior management review.
  • Identified opportunities to increase efficiency through automation or process re-engineering.
  • Trained new employees on the use of customer relationship management software systems.
  • Analyzed existing processes for potential cost savings initiatives.
  • Coordinated with other departments within the organization to ensure seamless delivery of services.
  • Developed strategies for improving customer experience through enhanced product features or improved processes.
  • Managed inventory levels of parts necessary for servicing customers' needs.
  • Created standard operating procedures for all service functions.
  • Reviewed customer billing statements for accuracy prior to release.
  • Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
  • Performed root cause analysis on recurring problems encountered by customers.
  • Collaborated with customers to offer solutions to service needs.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Reviewed inventory levels and ordered supplies to keep products in stock.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Hired and trained service department staff to drive performance.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Created employee work schedules to keep shifts properly staffed.
  • Oversaw daily operations of the service department, including scheduling and workflow management.
  • Coordinated staff schedules to ensure adequate coverage during peak hours.
  • Implemented customer feedback mechanisms to gather insights and improve service offerings.

Education

High School Diploma -

Peabody Veterans Memorial High School
Peabody, MA
06-1992

Skills

  • New Employee Hiring
  • Flexible Schedule
  • Leadership Development
  • Service Scheduling
  • Vendor Sourcing
  • Customer Service
  • Customer Service Management
  • Relationship Building

Languages

Portuguese
Full Professional
English
Native/ Bilingual
Spanish
Limited

References

References available upon request.

Timeline

Service Manager

Berkshire
05.2017 - Current

Service Manager

Bozzuyo group
12.2012 - 05.2017

High School Diploma -

Peabody Veterans Memorial High School
David Silva