Dennis Martin
leadership
Broken Arrow,OK
Summary
Dynamic Service Manager with a proven track record at Jackie Cooper Imports, excelling in operations management and visionary leadership. Spearheaded team transformations, achieving significant service improvements and fostering a culture of accountability and innovation. Expert in leveraging technology for efficiency, with a knack for strategic thinking and employee engagement, driving unparalleled customer satisfaction and profitability.
Overview
17
17
years of professional experience
Work History
Service Manager
Jackie Cooper Imports
Tulsa, OK
04.2008 - Current
- Evaluated individual and team business performance and identified opportunities for improvement.
- Hired and trained service department staff to drive performance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints quickly and effectively.
- Utilized technology to streamline service operations and improve customer experience.
- Led the recruitment and hiring process for new service department staff.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Recruited and trained new employees to meet job requirements.
- Established key performance indicators (KPIs) for the service team to measure success and productivity.
- Created detailed reports on service activities for senior management review.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Coordinated with the warranty department to process claims and provide customer support.
- Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Collaborated with customers to offer solutions to service needs.
- Analyzed business performance data and forecasted business results for upper management.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Conducted performance reviews and provided constructive feedback to staff members.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
- Monitored and analyzed service metrics to identify trends and areas for improvement.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Prepared and managed the service department budget, optimizing expenses to increase profitability.
Education
High School Diploma -
Broken Arrow High School
Broken Arrow, OK05-1991
Skills
- Feedback delivery
- Visionary leadership
- Growth mindset
- Accountability
- Ethical leadership
- Authenticity
- Coaching and mentoring
- Innovation management
- Adaptability and resilience
- Operations management
- Organizational development
- Influencing skills
- Employee engagement
- Strategic thinking
- Coaching techniques
- Succession planning
Affiliations
- Committed to leading and empowering others to become their best selves
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Supervised team of 76 staff members.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Manager
Jackie Cooper Imports
04.2008 - Current
High School Diploma -
Broken Arrow High School
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