Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Terri Graham

San Antonio

Summary

Dynamic professional with extensive experience in team leadership and project management, adept at leveraging strategic planning to drive organizational success. Proven ability to foster collaboration and effectively resolve conflicts, ensuring a harmonious and productive work environment. Quick to learn and adapt to changing circumstances, demonstrating a strong commitment to achieving career and personal goals. Highly proficient in Service Titan, with over seven years of experience as a user, administrator, and trainer, showcasing a deep understanding of the platform's capabilities.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Service Success Leader

My Favorite Service Company
05.2025 - 08.2025
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Trained employees on Company Cam. and SERA and assigned duties.
  • Oversaw day-to-day activities of 4 employees in HVAC establishment, fostering inspiring atmosphere to optimize employee experiences.
  • Maintained team flexibility and embraced change to adapt within dynamic markets.
  • Assisted with new hire processing and existing training programs.
  • Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.

Office/OPS/Project Manager

Hunter Service Group
09.2023 - 10.2024
  • Run the day-to-day operations of entire company
  • Responsible for scheduling up to 8-10 employees
  • Daily reports for sales and collections
  • Handled all payroll for all hourly and commissioned employees
  • Assisted in maintained and organized warehouse, supplies, trucks and inventory
  • Converted non sales calls into sales calls earning the company an additional monthly revenue
  • Collections of past due balances owed by customers
  • Responsible for all hiring for new employees and onboarding processes
  • Handled all disciplinary actions for all employees
  • Ran the entire Generac generator department - Project Manager on all projects. Handled between 12-15 open projects at once. Pulled permits, handled CPS portal, coordinated and scheduled shutoff and commissioning between company and all municipalities.
  • Closed projects in a timely manner bringing in monthly revenue to the company of $30K plus. Maintained job costing on all projects.

General Manager

1 Tom Plumber
03.2022 - 08.2023
  • Run the day-to-day operations of entire company
  • Responsible for scheduling up to 8-10 employees
  • Daily reports for sales and collections
  • Ran all marketing and advertising to uphold and meet daily and monthly sales
  • Created and designed all marketing, advertising and uniforms
  • Handled all payroll for all hourly and commissioned employees
  • Maintained and organized warehouse, supplies, trucks and inventory
  • Converted non sales calls into sales calls earning the company an additional $20,000-$25,000 a month in revenue
  • Collections of past due balances owed by customers
  • Responsible for all hiring for new employees and onboarding processes
  • Upkeep of all licensing for plumbers, apprentices and company
  • Handled all disciplinary actions for all employees

General Manager

Fidelis Water Treatment and Plumbing
09.2021 - 03.2022
  • Run the day-to-day operations of entire company
  • Responsible for scheduling up to 8 employees
  • Daily reports for sales and collections
  • Ran all marketing and advertising to uphold and meet daily and monthly sales
  • Created and designed all marketing, advertising and uniforms
  • Handled all payroll for all hourly and commissioned employees
  • Maintained and organized warehouse, supplies, trucks and inventory
  • Collections of past due balances owed by customers
  • Responsible for all hiring for new employees and onboarding processes
  • Upkeep of all licensing for plumbers, apprentices and company
  • Handled all disciplinary actions for all employees

General Manager

Mr. Plumber
10.2017 - 05.2021
  • Run the day-to-day operations of entire company
  • Responsible for scheduling up to 20 employees
  • Daily reports for sales and collections
  • Ran all marketing and advertising to uphold and meet daily and monthly sales
  • Created and designed all marketing, advertising and uniforms
  • Handled all payroll for all hourly and commissioned employees
  • Maintained and organized warehouse, supplies, trucks and inventory
  • Converted non sales calls into sales calls earning the company an additional $20,000-$25,000 a month in revenue
  • Collections of past due balances owed by customers, brought balance of collections from $125,000 down to only $3000 and kept collections below $3000 monthly
  • Responsible for all hiring for new employees and onboarding processes
  • Upkeep of all licensing for plumbers, apprentices and company
  • Handled all disciplinary actions for all employees

Customer Service/Dispatch

Champion AC/Mr. Plumber
06.2016 - 10.2017
  • Answer multi line phones, provide excellent customer service, schedule appointments based upon priority
  • Converted non sales calls into sales calls, provided follow up calls to ensure excellent customer service
  • Dispatch Techs/Plumbers for dollars
  • Collect past due balances owed by customers
  • Provided ongoing training and mentorship to new dispatchers, fostering a culture of continuous improvement.
  • Assisted in achieving company-wide performance goals through diligent dispatching efforts.
  • Resolved conflict situations professionally, resulting in positive outcomes for both customers and the organization.
  • Cultivated strong relationships with customers through proactive follow-ups and issue resolution efforts, increasing repeat business opportunities.

Education

High School Diploma -

Alamo Heights High School
San Antonio, TX
05-1997

Skills

  • Ability to learn quickly and adapt to change A strong desire to achieve goals both in career and personal
  • Highly skilled in Service Titan as a user/admin/trainer for over 7 years
  • Relationship building
  • Conflict resolution
  • Motivating teams
  • Recruitment and hiring
  • Coaching
  • Attention to detail
  • Decision-making
  • Operations management
  • Project management
  • Service Titan, SERA, Company Cam, Podium experience

Certification

  • Certified CSR/Dispatcher Role, Commander Level - Service Titan
  • Residential Certified Administrator, Commander Level- Service Titan


Timeline

Service Success Leader

My Favorite Service Company
05.2025 - 08.2025

Office/OPS/Project Manager

Hunter Service Group
09.2023 - 10.2024

General Manager

1 Tom Plumber
03.2022 - 08.2023

General Manager

Fidelis Water Treatment and Plumbing
09.2021 - 03.2022

General Manager

Mr. Plumber
10.2017 - 05.2021

Customer Service/Dispatch

Champion AC/Mr. Plumber
06.2016 - 10.2017

High School Diploma -

Alamo Heights High School

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