ira Vantley Jr.
Randallstown,MD
Summary
Goal-driven service manager offering several years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
26
26
years of professional experience
Work History
Service Manager
Goodyear Tire & Rubber
Baltimore_, MD
07.2020 - Current
- Provided technical support for hardware and software issues experienced by customers.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Resolved customer complaints quickly and effectively.
- Ensured compliance with applicable laws and regulations related to services provided.
- Created standard operating procedures for all service functions.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Created detailed reports on service activities for senior management review.
- Maintained records of all customer interactions and transactions.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Trained new employees on the use of customer relationship management software systems.
- Resolved customer complaints in a timely manner.
- Monitored service performance metrics to identify areas of improvement.
- Negotiated contracts with vendors and suppliers to secure favorable terms.
- Analyzed existing processes for potential cost savings initiatives.
- Reviewed customer billing statements for accuracy prior to release.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Created employee work schedules to keep shifts properly staffed.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Hired and trained service department staff to drive performance.
- Prepared and managed the service department budget, optimizing expenses to increase profitability.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
- Led the recruitment and hiring process for new service department staff.
Service Technician
McCarthy Tire Service
Baltimore_
01.2017 - 07.2020
- Inspected equipment for proper operation and safety hazards prior to use.
- Identified potential problems during routine inspections in order to prevent future breakdowns.
- Tested repaired items to ensure functionality before returning them to customers.
Route Driver
Fedex Ground
Baltimore_, MD
08.2013 - 05.2017
- Performed pre-trip inspections on assigned vehicle according to company policy.
- Stayed up-to-date with routes, traffic patterns, hazardous conditions.
- Replenished stock levels in delivery truck between runs.
Goodyear
SVC Management
Baltimore, Maryland
06.1999 - 08.2013
- Recognized by management for providing exceptional customer service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
Education
High School Diploma -
Randallstown High School
Baltimore, Maryland06-1997
Skills
- Technical support
- Process improvement
- Quality assurance
- Customer experience
- Inventory management
- Customer relationship management
- Employee training
- Budget management
- Service performance monitoring
- Report generation
- Team leadership
- Problem solving
- Customer service
- Time management
- Positive attitude
- Reliable and responsible
- Verbal and written communication
- Policy and procedure enforcement
- Customer service management
- Employee supervision
- Service and parts teams management
- Workflow management
Timeline
Service Manager
Goodyear Tire & Rubber
07.2020 - Current
Service Technician
McCarthy Tire Service
01.2017 - 07.2020
Route Driver
Fedex Ground
08.2013 - 05.2017
Goodyear
SVC Management
06.1999 - 08.2013
High School Diploma -
Randallstown High School