Erica Sullivan
Belvidere,TN
Summary
Dynamic Service Manager with expertise in team leadership, process improvements, and customer satisfaction. Proven ability to enhance operational efficiency and mentor staff, driving significant improvements in service delivery.
Overview
15
15
years of professional experience
Work History
Service Manager
Pioneer Motorcycles and Equipment
Winchester, TN
02.2023 - Current
- Managed service operations, ensuring timely completion of repairs and maintenance tasks.
- Trained and mentored team members on equipment handling and safety protocols.
- Implemented process improvements, enhancing workflow efficiency in service department.
- Coordinated with suppliers to procure necessary parts and materials for repairs.
- Oversaw customer service interactions, resolving issues and ensuring satisfaction.
- Analyzed service reports to identify trends and improve operational performance.
- Maintained accurate inventory records for tools and equipment utilized in services.
- Resolved customer complaints in professional and timely manner.
Owner/Operator
Rehab Cycles
Winchester, TN
03.2019 - 03.2023
- Oversaw inventory management processes, optimizing stock levels and reducing waste.
- Established customer service protocols, improving client satisfaction and retention rates.
- Analyzed financial reports to identify cost-saving opportunities and boost profitability.
- Developed strategic partnerships with local businesses to enhance brand visibility and community engagement.
- Managed daily operations to ensure efficient service delivery and customer satisfaction.
MET Supervisor
Home Depot
Winchester, TN
03.2011 - 02.2019
- Supervised daily operations to ensure compliance with safety standards and procedures.
- Coordinated workflow among team members to optimize productivity and efficiency.
- Trained new employees on equipment usage and operational protocols.
- Conducted regular inspections of equipment to maintain operational readiness.
- Implemented process improvements that enhanced overall team performance.
- Monitored inventory levels and coordinated timely restocking of supplies.
- Collaborated with cross-functional teams to resolve operational challenges promptly.
- Achieved consistent on-time delivery of projects by closely monitoring progress against established deadlines.
- Mentored junior team members to develop their technical knowledge and leadership skills.
- Developed training programs for staff, resulting in improved skills and performance levels.
- Drove continuous improvement initiatives, identifying areas of inefficiency and developing solutions for optimization.
- Leveraged data-driven insights to optimize MET Supervisor processes and drive efficiency improvements.
- Enhanced team productivity by implementing efficient scheduling and task allocation strategies.
- Implemented quality control measures, ensuring compliance with industry standards and regulations.
- Reduced project completion timeframes through effective communication and coordination with cross-functional teams.
- Streamlined inventory management processes, leading to reduced waste and cost savings.
- Managed budget allocations effectively, optimizing resource utilization while meeting operational goals.
- Conducted performance evaluations for team members, providing constructive feedback for professional growth.
- Addressed personnel issues promptly, fostering a positive work environment that encouraged collaboration and productivity among team members.
- Established a strong safety culture within the team by conducting regular safety audits and trainings.
- Motivated and mentored merchandise team to achieve high performance and job satisfaction.
- Completed efficient store resets to prepare store for special promotions and seasonal updates.
- Maintained updated product knowledge to successfully educate and advise customers.
- Designed displays to deliver interactive, engaging, and memorable store experiences for shoppers.
- Bult positive relationships with vendors for consistent and reliable supply of products.
- Collaborated with marketing team for prompt promotion of products.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Examined incoming inventory, merchandised shelves and prevented shrinkage.
- Mentored new sales associates to contribute to store's positive culture.
Education
Associate of Science - Molecular Biology
Motlow State Community College
Tullahoma, TN05-2010
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Employee training and development
- Customer service management
- Mechanical diagnostics
- Work Planning and Prioritization
- Technical support
Timeline
Service Manager
Pioneer Motorcycles and Equipment
02.2023 - Current
Owner/Operator
Rehab Cycles
03.2019 - 03.2023
MET Supervisor
Home Depot
03.2011 - 02.2019
Associate of Science - Molecular Biology
Motlow State Community College