Felicia Murry
Houston
Summary
Results-driven Operations and Service Management professional with 10 years of leadership experience in service operations and process improvement. Skilled in optimizing workflows and addressing complex operational challenges to enhance customer experiences and support organizational growth. Committed to leveraging operational expertise for impactful contributions.
Overview
13
13
years of professional experience
Work History
Service Manager
Equipment Depot
Houston
12.2024 - 04.2026
- Led daily service operations, optimizing technician scheduling and field activities for maximum productivity.
- Supervised team performance, ensuring compliance with company policies and promoting professional development.
- Acted as primary customer contact, resolving escalations and maintaining strong client relationships.
- Developed service processes, KPIs, and performance metrics to enhance operational efficiency.
- Oversaw service billing, payroll approvals, warranty administration, and expense management.
- Collaborated with vendors and internal teams to ensure fleet readiness and continuous service improvements.
Service Supervisor
Equipment Depot
Houston
01.2023 - 12.2024
- Supervised service personnel, delegating responsibilities to meet department performance goals.
- Monitored workflow and response times, enhancing service delivery and support.
- Assisted with planning and executing strategies aligned with business objectives.
- Trained technicians, boosting productivity and service quality.
Service Administrator
Equipment Depot
Houston
03.2020 - 01.2023
- Scheduled and dispatched technicians and field personnel for service calls and customer locations.
- Monitored daily workloads, adjusting schedules for emergencies and changing priorities.
- Communicated with customers regarding service appointment delays and status updates.
- Coordinated with operations, service, and management teams to ensure workflow efficiency.
- Tracked job progress, maintaining accurate dispatch records in company systems.
- Prioritized service requests based on urgency, customer needs, and resource availability.
- Monitored technician productivity and route efficiency for optimal performance.
- Processed work orders, service tickets, and related documentation efficiently.
Office Assistant
RightWay Auto Sales
Houston
06.2018 - 03.2020
- Handled incoming phone calls and emails, facilitating timely communication with clients.
- Greeted customers and visitors with professionalism and friendliness.
- Coordinated appointment scheduling and service requests to optimize operational flow.
- Processed paperwork for sales, rentals, service, and parts departments efficiently.
- Performed data entry, maintaining accurate customer inventory and service records.
- Prepared invoices, purchase orders, and various business documents accurately.
- Filed, scanned, and organized physical and electronic records systematically.
- Supported accounts payable and receivable functions, contributing to smoother financial processes.
Service Manager
Frontier Forklifts & Service
Pearland
01.2017 - 06.2018
- Scheduled, prioritized, and dispatched service work, including maintenance and emergency repairs.
- Monitored technician productivity and utilization to improve service delivery and performance.
- Ensured timely completion of work orders while maintaining high repair quality standards.
- Directed daily operations of service department for shop and field technicians.
- Developed and coached service personnel through training and performance management.
- Acted as primary contact for service customers, resolving escalated issues effectively.
- Built strong customer relationships to drive satisfaction and retention.
- Reviewed service metrics and financial reports to identify areas for continuous service improvement.
Rental/Transportation Manager
Frontier Forklifts & Service
Pearland
05.2015 - 01.2017
- Oversaw rental and transportation operations, leading cross-functional service and support teams to enhance service delivery.
- Managed equipment dispatch, transportation scheduling, and rental coordination for customer accounts, ensuring timely and efficient service.
- Conducted team meetings to monitor departmental performance and align operational budgeting with strategic objectives.
- Implemented process improvements that increased operational efficiency and reduced costs.
Rental Transportation Coodinator
Sunbelt Industrial Trucks
Houston
05.2013 - 04.2015
- Coordinated driver routes and equipment availability to optimize fleet utilization and ensure on-time service.
- Managed dispatch of rental forklifts and material handling equipment for timely customer deliveries and pickups.
- Collaborated with service, sales, and operations teams to enhance rental fleet logistics and customer satisfaction.
- Maintained transportation records and rental documentation while facilitating customer communications and ensuring safety compliance.
Education
High School Diploma -
Willowridge High School
Missouri City, TXSome College (No Degree) -
Lone Start College
Houston, TXSkills
- Customer service excellence
- Operations management
- Performance management
- Budgeting and cost control
- Process improvement
- Workflow optimization
- Dispatch coordination
- Team leadership
Timeline
Service Manager
Equipment Depot
12.2024 - 04.2026
Service Supervisor
Equipment Depot
01.2023 - 12.2024
Service Administrator
Equipment Depot
03.2020 - 01.2023
Office Assistant
RightWay Auto Sales
06.2018 - 03.2020
Service Manager
Frontier Forklifts & Service
01.2017 - 06.2018
Rental/Transportation Manager
Frontier Forklifts & Service
05.2015 - 01.2017
Rental Transportation Coodinator
Sunbelt Industrial Trucks
05.2013 - 04.2015
High School Diploma -
Willowridge High School
Some College (No Degree) -
Lone Start College