Douglas Strickland
Moultrie,GA
Summary
Dynamic Service Manager with a proven track record at Linder Turf And Tractor, excelling in customer service and team leadership. Enhanced operational efficiency through innovative inventory management and staff training, resulting in improved customer satisfaction. Skilled in conflict resolution and quality assurance, fostering a culture of continuous improvement and strong client relationships.
Overview
35
35
years of professional experience
Work History
Service Manager
Linder Turf And Tractor
03.2024 - 01.2025
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Enhanced safety protocols for service operations, resulting in reduction in workplace accidents and ensuring compliance with regulatory standards.
- Enhanced team morale and reduced staff turnover by establishing recognition program that highlighted outstanding employee contributions.
- Implemented customer feedback system to gather insights and identify areas for service improvement.
- Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Parts Manager/Service Manager
Linder Turf And Tractor
01.2016 - 01.2025
- Rearranged parts department to better serve changing trends and keep workspaces organized.
- Conducted regular audits on inventory levels, ensuring accuracy and preventing discrepancies between physical counts and system records.
- Managed warranty claims efficiently by working closely with manufacturers to resolve issues promptly while minimizing financial losses to the company.
- Increased efficiency in the parts department by implementing an improved inventory management system.
Quality Control Manager
Destiny Industries/Oakwood Homes
09.1989 - 01.2003
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Collaborated with cross-functional teams to identify potential areas of improvement in production processes, leading to enhanced product quality.
- Spearheaded root cause analysis investigations when needed, determining underlying issues and recommending appropriate fixes.
- Participated in regular management review meetings, providing updates on quality control performance and suggesting areas for improvement.
- Improved customer satisfaction with thorough final product inspections and adherence to strict quality control guidelines.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Conducted regular audits of production facilities, ensuring compliance with industry standards and regulations.
- Enhanced product quality by implementing rigorous inspection procedures and standardized testing protocols.
- Implemented data-driven decision-making strategies, enabling more accurate identification of trends and areas for improvement.
- Coordinated with other departments to establish preventive maintenance schedules for equipment, reducing downtime due to unexpected failures or malfunctions.
- Streamlined quality control processes, resulting in increased efficiency and reduced costs.
- Used Software to produce reports regarding daily production quality, nonconformance of products or processes and quality trends.
- Established a system for tracking non-conformances, facilitating quick resolution and preventing future occurrences.
- Developed comprehensive training programs for new quality control team members, ensuring consistent performance across the board.
- Reduced production defects by closely monitoring manufacturing processes and providing timely feedback to production teams.
- Initiated corrective actions when necessary, addressing product or process issues promptly to minimize impact on operations.
- Collected and analyzed Type material samples to evaluate quality, providing feedback, and interpretation to production management or staff.
- Consistently maintained detailed records of all quality control activities for easy reference during audits or process evaluations.
- Implemented sustainable quality control practices, contributing to company's environmental responsibility goals.
- Led team of quality control specialists, fostering culture of continuous improvement.
- Increased customer satisfaction with comprehensive quality assessment strategies.
- Streamlined defect identification processes, significantly reducing production errors.
- Enhanced product quality by implementing rigorous control checks throughout manufacturing process.
- Cultivated strong relationships with regulatory bodies to ensure compliance with all quality mandates.
- Guided organization through several successful quality certification processes, showcasing commitment to excellence.
- Conducted regular training sessions for staff to uphold and exceed quality standards.
- Established comprehensive database for tracking and analyzing quality metrics over time.
- Established and tracked quality department goals and objectives.
- Inspected products and worker progress throughout production.
- Tracked quality issues with external customers, suppliers, and internal plant operations.
- Monitored staff organization and suggested improvements to daily functionality.
- Implemented new quality assurance and customer service standards.
- Recorded, analyzed, and distributed statistical information.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Determined quality department standards, practices, and procedures.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Reported production malfunctions to managers and production supervisors.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
Education
Two Year Course - Business And Managerial Economics
Polk County Community College
Lakeland, FL1980
Graduated - Basics
Moultrie High School
Moultrie, GA06.1977
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
- Workflow management
- Team collaboration and leadership
- Trustworthy and honest
- Quality assurance
- Employee relations
- KPI monitoring
- Workplace safety
- Documentation and reporting
- Crew leadership
- Office administration
- Employee supervision
- Outgoing and energetic
- Service scheduling
- Operational efficiency
- Work Planning and Prioritization
- Staff motivation
- New employee hiring
- Policy and procedure enforcement
- Service documentation
- Staff management
- Service quality management
- Goal setting
- Technical troubleshooting
- Estimating and quoting
- Inventory management
- Continuous improvement
- Risk management
- Cost estimates
- Service and parts teams management
- Quality control
- Interpersonal relationships
- Coaching and mentoring
- Rapport building
- Technical support
- Preventive Maintenance
- Relationship building
- Staff training and development
- Mechanical diagnostics
- Customer satisfaction measurement
- Shift scheduling
- Service delivery optimization
- Staff supervision
- Process optimization
- Service order flow
- Client retention strategies
- Data management
- Schedule management
- Budget control
- Regulations compliance
- Performance evaluations
- Revenue generation
- Leadership development
- Multiple priorities management
- Task delegation
- Sales support
- Regulatory compliance
- After-sales support
- Process implementation
- Heavy equipment operation
- Maintenance planning
- Financial controls
- Resource allocation
- Compliance enforcement
- Business development
- Establishing vision
- Vendor sourcing
- Verbal and written communication
- Program follow-up and assessment
Timeline
Service Manager
Linder Turf And Tractor
03.2024 - 01.2025
Parts Manager/Service Manager
Linder Turf And Tractor
01.2016 - 01.2025
Quality Control Manager
Destiny Industries/Oakwood Homes
09.1989 - 01.2003
Two Year Course - Business And Managerial Economics
Polk County Community College
Graduated - Basics
Moultrie High School
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