Summary
Overview
Work History
Education
Skills
Timeline
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Heather Delair

Severna Park,MD

Summary

Highly motivated service manager with 14 years of experience in the construction industry. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels with a focus on exceptional service and customer retention.

Overview

16
16
years of professional experience

Work History

Service Manager

Al Gleeson Electrical Co., Inc.
09.2015 - Current
  • Met with clients to discuss service needs and offer available solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Met with clients to discuss service needs and develop effective and practical solutions.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
  • Managed efficient teams of service techs up to 36 employees.
  • Managed administrative and billing teams up to 10 employees.
  • Kept watchful eye on cost-to-profit ratios of our service requests.
  • Increased our service requests from existing clients by 25% and increased manpower by 50%
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Management of 10 clients.
  • Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.

Assistant Service Manager

Al Gleeson Electrical Co. Inc.
08.2008 - 09.2015
  • Followed up with customers during and after installations to verify satisfaction.
  • Updated existing customers on new products, updated services and changes in accounts to maintain good rapport and increase sales.
  • Maintained effective customer service by responding to service requests quickly to increase overall sales.
  • Monitored safety compliance to maintain strict standards and protect team members from harm.
  • Organized ongoing maintenance schedules to boost system performance.
  • Hired and trained new service administrators to improve efficiency of department and cultivate productive work atmosphere.
  • Scheduled and dispatched service requests.

Education

Some College (No Degree) - Business Administration And Management

Towson University
Baltimore, MD

Skills

  • Data Analysis
  • Work Planning and Prioritization
  • Multitasking and Organization
  • Contract Management
  • Overseeing Technicians
  • Stress Tolerance
  • Billing and Accounting Support
  • Customer Service

Timeline

Service Manager

Al Gleeson Electrical Co., Inc.
09.2015 - Current

Assistant Service Manager

Al Gleeson Electrical Co. Inc.
08.2008 - 09.2015

Some College (No Degree) - Business Administration And Management

Towson University

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Heather Delair