Jacob Burroughs
Bay Minette
Summary
Dynamic Service Manager at Express Oil Change & Tire Engineers with a proven track record in conflict resolution and customer service. Expert in mechanical diagnostics, I transformed customer complaints into loyalty while leading a high-performing team. Committed to safety and efficiency, I enhanced operational workflows and consistently exceeded customer satisfaction goals.
Overview
8
8
years of professional experience
Work History
Service Manager
Express Oil Change & Tire Engineers
07.2021 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Coordinated with other departments to maintain streamlined and productive workflow.
- 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.
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
88M Motor Transport Operator
U.S. Army Active Duty
02.2017 - 05.2021
- Boosted operational readiness by ensuring all required equipment was secured properly on vehicles before departure.
- Enhanced vehicle maintenance by consistently conducting thorough inspections and performing preventive measures.
- Streamlined logistics operations by effectively coordinating the movement of personnel, equipment, and supplies.
- Ensured regulatory compliance by maintaining accurate records of vehicle inspections, repairs, and service history.
- Maximized fuel efficiency through careful route planning and implementing eco-friendly driving practices.
- Contributed to mission success by providing reliable transportation services in challenging environments with minimal incidents.
- Enhanced overall unit readiness through cross-training in other related roles such as loadmaster, vehicle dispatcher, or maintenance technician.
- Completed transportation missions successfully by adhering to strict schedules and following precise routes.
- Supported convoy security operations through effective communication skills and situational awareness during transport missions.
- Dropped and hooked trailers and changed configuration of equipment.
- Inspected trucks for malfunctions and reported vehicles to management for corrective action.
- Fastened chains, straps, covers, and binders to secure load during transit.
- Completed preventive maintenance checks and basic repairs to vehicles.
- Completed daily inspections, basic maintenance and common repair actions to keep equipment operating at full capacity.
Education
High School Diploma -
Daphne High School
Daphne, AL05-2015
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Critical thinking
- Customer service
- Conflict resolution
- Trustworthy and honest
- Mechanical diagnostics
- First aid training
Timeline
Service Manager
Express Oil Change & Tire Engineers
07.2021 - Current
88M Motor Transport Operator
U.S. Army Active Duty
02.2017 - 05.2021
High School Diploma -
Daphne High School
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