JOHN NGUYEN

● Lead and over see two team leads and 16 coordinators. Supporting an additional 3 coordinators through acquisitions.

● Monitor regional KPIs and drive performance improvements through team leads, focusing on accountability, technician utilization, backlog reduction, and operational efficiency.

● Partner with Operations Managers to develop and implement SOPs that standardize processes and improve regional performance.

● Drive cross-functional Collaboration among service coordination, sales, service technicians, and service managers to improve resource utilization, communication, and service execution

● Identify operation inefficiencies and implement process improvements to support regional business objectives.

• Build and maintain relationships with new and existing customers
• First in line of contact for any conflicts, make and answer all service calls in assigned region
• Efficiently dispatch technicians based on customers’ needs
• Manage technicians throughout Michigan, Indiana, Ohio, Kentucky, and Pennsylvania.
• Support team of nine coordinators through coaching and guidance in order to optimize customer relations and satisfaction.
• Provide weekly KPI (Key Performance Indicators) reports for each territory.
• Work with coordinators, sales team, and service managers to meet quarterly company goals.

• Built and maintained relationship with new and existing customers, ensures satisfaction in the service that they receive
• First in line of contact for any conflicts, make and answer all service calls in assigned region
• Efficiently dispatches technicians based on customers’ needs, Manages the schedule for technicians south of the Chicagoland area and a portion of the North-West Indiana area
• Reviews daily and weekly reports to drive sales growth and maintain productivity.

• Oversee and manage day to day operations of the store
• Manage scheduling, publishing over 125 shifts per week
• Tracked labor and food cost to ensure profitability
• Hired and trained new/current employees
• Reviews daily and weekly reports to drive sales growth

• Trained and coached current / new employees on proper procedures and tasks
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• Built customer relations through great customer service and order accuracy.