Henry Rivera
Lakeland
Summary
Dynamic Area Service Director at Progress Residential with a proven track record in project management and vendor negotiations. Expert in cost analysis and conflict resolution, I successfully implemented standard operating procedures that enhanced service quality and team performance. Committed to fostering a collaborative environment, I prioritize employee development and customer satisfaction.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Area Service Director
Progress Residential
Tampa
06.2016 - 04.2025
- Programs include Excel, Salesforce, Yardi, Looker, Dispatch, Dash Relay, Renowalk, and PowerPoint.
- Review the dashboard of the workflow for service and turns for daily, weekly, and monthly trends.
- Created standard operating procedures for all service functions.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Monitor fleet vehicles for service needed, as well as fleet driver conduct and issues.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Adhered to customer service standards to foster satisfaction and retention.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Conducted weekly meetings with the team to review performance goals and objectives, providing feedback on areas for improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Walk homes with techs or vendors to review work that is needed and/or completed to ensure work is completed correctly and cost-effective.
- Performed a cost review on repair jobs in order to maximize efficiency while minimizing expenses.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Organized regular training sessions for technicians in order to keep them up to date with best practices.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Service Manager
Carlton Arms-North Lakeland
Lakeland
08.2001 - 06.2016
- Monitored employee performance through key metrics analysis.
- Set schedules for service, and make ready tech.
- Hands-on training with tech to ensure performance and work quality.
- Resolved customer complaints in a timely manner.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Conducted performance reviews, and provided constructive feedback to team members.
- Adhered to customer service standards to foster satisfaction and retention.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Created standard operating procedures for all service functions.
- Established key performance indicators (KPIs) for the service team to measure success and productivity.
Education
HVAC Certification / EPA - HVAC
Traviss Technical College
Lakeland, FL06-2003
Basic Home Electrical
Traviss Technical Collage
Lakeland, FL06-2003
Plumbing
Traviss Technical College
Lakeland, FL06-2003
Welding Stick/ Mig
Traviss Technical College
Lakeland, FL06-2003
Some College (No Degree) - Business Administration And Management
Ocean County College
Toms River, NJSkills
- Project management
- Vendor management
- Service quality
- Cost analysis
- Coaching and mentoring
- Teamwork
- Professional and courteous
- Conflict resolution
- Problem-solving abilities
- Time management abilities
Languages
English
Professional
Spanish
Professional
Affiliations
- currently active in All Pro Dads: this is organization to build trust, set goals and family bonds,
Accomplishments
- Progress choice awards: This was a given to top 5 employees who had a impact with customer service or local market
Certification
- HVAC / EPA certification
Timeline
Area Service Director
Progress Residential
06.2016 - 04.2025
Service Manager
Carlton Arms-North Lakeland
08.2001 - 06.2016
HVAC Certification / EPA - HVAC
Traviss Technical College
Basic Home Electrical
Traviss Technical Collage
Plumbing
Traviss Technical College
Welding Stick/ Mig
Traviss Technical College
Some College (No Degree) - Business Administration And Management
Ocean County College
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