Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ethan Jennings

Helotes,TX

Summary

Accomplished Service Manager at Walmart, adept in team leadership and workflow management, significantly enhanced service efficiency through innovative training programs and sustainability initiatives. Leveraging a blend of problem-solving and customer service skills, consistently achieved high client satisfaction and loyalty. Demonstrated expertise in employee development and operational improvements, contributing to substantial business growth.

Overview

3
3
years of professional experience

Work History

Service Manager

Walmart
06.2024 - Current
  • 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.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
  • Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
  • Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
  • Pioneered sustainability initiative within service operations, reducing waste and promoting eco-friendly practices.
  • Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
  • Optimized inventory management, reducing excess stock and improving parts availability for service tasks.

Service Technician

Walmart
02.2024 - 06.2024
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Inspected equipment to diagnose operational issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.
  • Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
  • Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
  • Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
  • Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
  • Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
  • Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
  • Maintained accurate records of service calls and customer interactions for training and accountability purposes.
  • Enhanced client retention through exceptional communication skills and a commitment to addressing concerns promptly.
  • Established strong relationships with vendors, facilitating the procurement of high-quality parts at competitive prices.
  • Managed inventory levels effectively by accurately recording usage data and proactively replenishing stock when needed.
  • Replaced faulty components on computer systems and performed preventive maintenance to secure smooth operations.

Service Advisor

Walmart
03.2023 - 02.2024
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
  • Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
  • Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
  • Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.

IT Field Support Technician

Alterman Electric
08.2021 - 10.2022
  • Streamlined operations by implementing and maintaining inventory tracking systems for IT equipment.
  • Developed detailed documentation for IT processes and procedures, improving overall departmental organization and communication.
  • Provided end-user training on software applications, leading to increased productivity among employees.
  • Improved system performance by troubleshooting and resolving hardware, software, and network issues.
  • Collaborated with cross-functional teams on the integration of new software applications into existing workflows.
  • Enhanced customer satisfaction by providing timely and efficient technical support for various IT-related problems.
  • Provided a high level of customer service by consistently resolving technical issues within established timeframes, resulting in positive feedback and increased client loyalty.
  • Reduced system downtime with proactive maintenance of hardware, software, and network components.
  • Served as a reliable point of contact for clients experiencing technical difficulties, offering prompt solutions to their problems.
  • Supported remote users by troubleshooting VPN connectivity issues ensuring seamless access from offsite locations.
  • Collaborated with team members to develop and implement IT infrastructure upgrades, ensuring optimal functionality.
  • Assisted in the planning and execution of major technology projects, resulting in improved efficiency and productivity.
  • Managed helpdesk tickets effectively, prioritizing tasks based on urgency while maintaining excellent customer service standards.
  • Maintained strong relationships with vendors to ensure timely delivery of products and services at competitive prices.
  • Identified opportunities for cost savings through smart procurement strategies for IT equipment and supplies.
  • Participated in quality assurance activities including testing patches and updates before deployment across the organization.
  • Ensured compliance with industry best practices related to information security and data privacy policies.
  • Assisted customers with technical support inquiries.
  • Generated reports for customer service issues and repair records.
  • Restored data on computers and office machines.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Demonstrated increased knowledge of company products and equipment.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Documented changes and actions in computer-based tracking system.
  • Streamlined [Type] repair processes to minimize day-to-day downtime and increase overall productivity.

Education

Associate of Arts - Business Administration And Management

Northwest Vista College
San Antonio, TX
10-2024

Skills

  • Positive attitude
  • Team leadership
  • Multitasking and organization
  • Problem-solving
  • Customer service
  • Critical thinking
  • Employee training and development
  • Reliable and responsible
  • Time management
  • Conflict resolution
  • Goal oriented
  • Workflow management
  • Team collaboration and leadership
  • Employee relations

Timeline

Service Manager

Walmart
06.2024 - Current

Service Technician

Walmart
02.2024 - 06.2024

Service Advisor

Walmart
03.2023 - 02.2024

IT Field Support Technician

Alterman Electric
08.2021 - 10.2022

Associate of Arts - Business Administration And Management

Northwest Vista College

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Ethan Jennings