Derek Fisher

Assistant Service Manager

HEB Grocery Store

College Station, TX

07.2012 - 10.2023

Monitored technician performance and provided feedback on areas needing improvement.
Ensured accurate documentation of customer service activities and maintained records of all customer interactions.
Developed new processes to improve efficiency and effectiveness of services offered by the organization.
Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.
Scheduled routine maintenance for equipment and vehicles used by the organization's service department.
Created training plans for new employees entering the service department.
Performed daily inspections of tools, vehicles, facilities, and other equipment used by technicians.
Coordinated with other departments within the organization regarding any changes or updates related to services offered.
Identified opportunities for cost savings within the service department while maintaining high quality of services offered.
Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
Guided department employees on changes from management.
Collaborated with customers to offer solutions to service needs.
Adhered to customer service standards to foster satisfaction and retention.
Motivated and supported employees to maintain low turnover.
Monitored employee performance through key metrics analysis.
Defined department goals and monitored performance to direct and enhance daily operations.
Delegated work to staff, setting priorities and goals.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.