Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Devin Hester

Houston

Summary

Dynamic Low Voltage Service Operations Manager with a proven track record at American Fire Systems, excelling in incident management and strategic business planning. Expert in enhancing operational efficiency and fostering team collaboration, I successfully improved customer satisfaction ratings and cultivated strong client relationships through effective communication and problem-solving skills for Texas markets in San Antonio, Houston, Dallas and Austin.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Low Voltage Service Operations Manager

American Fire Systems
05.2015 - Current
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Met with customers to discuss service needs and offer available solutions.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Monitored service staff performance and provided feedback for improvement.
  • Negotiated with vendors to secure best prices for parts and supplies.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Resolved customer complaints in professional and timely manner.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Interacted well with customers to build connections and nurture relationships.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Oversaw San Antonio, Houston, Dallas and San Antonio low voltage service.

Fire Alarm Installation and Service Technician

Firetrol Protection Systems
08.2007 - 03.2015
  • Performed troubleshooting on fire alarm systems, completing on-site repairs or transporting malfunctioning equipment to off-site lab for repair.
  • Offered online and voice-based support responses to customers' operational queries, providing remote ticket resolution or dispatching technicians as necessary.
  • Installed and tested fire detection and suppression systems.
  • Identified and reported fire code non-conformance issues to senior personnel and safety inspectors.
  • Responded to maintenance calls and troubleshot devices.
  • Tested all newly installed fire alarms.

Education

No Degree - Accounting

Texas Tech University
Lubbock, TX

Skills

  • Incident management
  • Workforce planning
  • Service delivery
  • Cross-functional coordination
  • Operational efficiency
  • Supply procurement
  • Strategic business planning
  • Culture development
  • Productivity monitoring
  • Deadline driven
  • Coaching and mentorship
  • Staff motivation
  • Staff training and development
  • Preventive Maintenance
  • Revenue generation
  • Employee supervision
  • Problem-solving
  • Workflow management
  • Multitasking and organization
  • Trustworthy and honest
  • Team collaboration and leadership
  • Forecasting
  • Team leadership
  • Quality assurance
  • Project planning
  • Business development

Accomplishments

  • Supervised team of 30 staff members

Certification

  • APS License - Held for 4 years

Timeline

Low Voltage Service Operations Manager

American Fire Systems
05.2015 - Current

Fire Alarm Installation and Service Technician

Firetrol Protection Systems
08.2007 - 03.2015

No Degree - Accounting

Texas Tech University

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