Gary Harryman
Beaumont,TX
Summary
Results-driven professional prepared for responsibilities of Branch Service Manager role. Proven ability to manage branch operations and improve service quality while fostering collaborative team environment. Recognized for adaptability and dedication to achieving organizational goals. Skilled in customer service, operational management, and leadership.
Professional with robust experience in customer service and branch management. Skilled in team leadership, operations optimization, and conflict resolution. Strong focus on collaboration and adapting to changing needs, ensuring high standards and results. Reliable with expertise in workflow management, staff training, and client satisfaction.
Results-driven Service Manager experienced in financial statement review, auditing and reporting. Well-versed in producing reports, evaluating department operations and handling month- and year-end closings. Meticulous, conscientious and methodical in approach.
Overview
24
24
years of professional experience
Work History
Branch Service Manager
Penske Truck Leasing
08.2020 - Current
- Led team in delivering exceptional customer service and resolving escalated issues.
- Developed and implemented operational strategies to enhance branch efficiency and productivity.
- Mentored staff on best practices for service delivery and compliance with safety protocols.
- Analyzed branch performance metrics to identify improvement areas and optimize processes.
- Coordinated training programs to ensure team knowledge of products, services, and systems.
- Facilitated communication between departments to streamline operations and improve service quality.
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch.
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
- Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs.
- Coached staff to improve efficiency and revenue with more effective procedures and approaches.
- Optimized staff scheduling to ensure adequate coverage during peak hours and reduced overtime expenses.
- Complied with established internal controls and policies.
Maintenance Supervisor
Penske Truck Leasing
09.2017 - 08.2020
- Supervised maintenance team to optimize equipment performance and minimize downtime.
- Trained staff on safety protocols and proper use of maintenance tools and equipment.
- Coordinated repair projects, ensuring timely completion within budget constraints.
- Led initiatives to improve workflow processes, reducing response times for service requests.
- Conducted regular inspections to ensure compliance with safety regulations and industry standards.
- Supervised 22 employees and scheduled shifts.
- Supervised a team of technicians, providing guidance on complex repair tasks and fostering professional development opportunities.
- Increased productivity by reducing downtime, budgeting effectively, allocating tasks, and maintaining high standards of safety and work quality.
Service Manager
Kyrish Truck Centers
05.2009 - 09.2017
- Mentored junior staff, fostering a culture of teamwork and professional development within the department.
- Hired, trained and supervised team of service staff members to meet business goals.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Oversaw daily operations to ensure timely vehicle maintenance and repairs.
Customer Service Sales Representative
Kyrish Truck Centers
10.2002 - 05.2009
- Developed and maintained strong client relationships to drive customer loyalty.
- Led negotiations with key accounts, resulting in favorable contract terms and increased revenue.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Increased repeat business by fostering trust-based relationships with key accounts through regular communication.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
Service Writer
Kyrish Truck Centers
09.2001 - 10.2002
- Coordinated service requests and established work orders for efficient workflow management.
- Communicated with customers to identify service needs and ensure satisfaction throughout repair process.
- Collaborated with technicians to prioritize tasks and optimize repair timelines.
- Documented service history and maintenance records accurately for customer reference.
- Implemented process improvements that enhanced service department efficiency and reduced turnaround times.
- Led initiatives to streamline communication between service department and parts inventory team for improved operations.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Logged work orders and change orders into the ADP database to track job status.
- Enhanced communication between technicians and customers by acting as a liaison, resulting in clear expectations and better understanding of repair services.
- Ensured accurate documentation of completed repairs, aiding in the maintenance of detailed records for future reference.
Skills
- Staff training and development
- Operations management
- Decision-making
- Willing to learn
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Prioritizing and planning
Accomplishments
- Supervised team of 28 staff members.
- Built a profitable shop within 3 months of it loosing consistently for more than 9 years.
- Collaborated with team of 28 in the development of a caring and profitable shop.
- Resolved product issue through communication with customers.
Timeline
Branch Service Manager
Penske Truck Leasing
08.2020 - Current
Maintenance Supervisor
Penske Truck Leasing
09.2017 - 08.2020
Service Manager
Kyrish Truck Centers
05.2009 - 09.2017
Customer Service Sales Representative
Kyrish Truck Centers
10.2002 - 05.2009
Service Writer
Kyrish Truck Centers
09.2001 - 10.2002