Josh Wogen
Port Charlotte,FL
Summary
Proven leader in Operations Management with a track record of driving business growth and enhancing customer experience at Total Comfort Cooling & Heating. Leveraged data analytics and staff development skills to boost customer retention and streamline operations. Known for exceptional communication and problem-solving abilities, consistently achieving results through innovative strategies and team collaboration. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
21
21
years of professional experience
Work History
Operations Manager, Customer Experience
Total Comfort Cooling & Heating
2011.09 - Current
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
- Led cross-functional teams to drive process improvements and achieve business objectives.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into team environment.
- Managed inventory levels, reducing stock shortages while minimizing excess inventory costs.
- Initiated successful loyalty program that contributed to higher customer retention rates.
- Introduced new technologies to optimize operational efficiency and improve overall customer experience.
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Implemented data-driven strategies for continuous improvement in customer experience metrics.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Mentored team members in developing their skills and advancing their careers within organization.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Analyzed key performance indicators to identify areas for improvement and develop action plans accordingly.
- Developed and managed budgets, effectively reducing operational costs while maintaining quality service.
- Enhanced employee engagement through development of performance management systems and recognition programs.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
HVAC Technician
Fresh Air Cooling
2009.07 - 2011.09
- Traveled to job sites for both scheduled and emergency appointments.
- Conducted maintenance service on HVAC systems to increase life expectancy of equipment and prevent costly repair work.
- Adapted installation techniques according to specific building layouts or restrictions while meeting code compliance requirements.
- Participated in team meetings to discuss project progress, challenges encountered, and strategies for overcoming any obstacles.
- Installed new heating, ventilation, and air conditioning systems in residential and commercial buildings with precision and attention to detail.
- Troubleshot complex HVAC problems, identifying root causes and implementing effective solutions.
- Investigated major malfunctions and breakdowns of heating and air-conditioning systems and used troubleshooting to determine causes.
- Performed troubleshooting on HVAC systems to determine root cause of issues.
- Developed strong relationships with clients through exceptional communication skills, leading to repeat business opportunities.
- Closed out work orders after verifying completion with customers and reporting discrepancies discovered on job site.
- Filled out detailed work orders for each job completed.
- Repaired and replaced motors, bearings and belts.
- Inspected and tested refrigeration systems, safety devices and controls to determine proper functionality.
- Worked overtime, holidays and weekends to accommodate company needs.
- Maintained comfortable environmental temperatures in city facilities.
- Enhanced customer satisfaction by providing prompt and professional service for all HVAC-related issues.
- Used technical skills, tools, and techniques like soldering to repair parts.
- Troubleshot and diagnosed issues with HVAC and refrigeration units.
Sub Contractor
Ksi Associates/Michael Raymond Construction
2006.01 - 2009.07
- Tracked attendance and submitted work logs every day.
- Closely monitored inventory levels of tools and equipment needed on-site to reduce downtime due to shortages.
- Provided exceptional customer service by addressing client concerns promptly and professionally, resulting in repeat business and referrals.
- Worked as a Mason, Painter, Carpenter, and other trades finishing commercial buildings, as well as residential homes 3 million cost and up in the Lake Geneva wisconsin areas.
- Anything needed done as well as property managing on a day to day basis, we did.
Warehouse,repairs,delivery
Global Equipment Company Inc.
2003.01 - 2005.06
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Repaired casino, & arcade machines, as well as deliver gaming equipment.
- handled shipping & receiving
Education
High School Diploma -
Saint Charles East High School
Saint Charles, IL. United States05.2002
Skills
- Staff Development
- Procedure writing
- Data Analytics
- Account Management
- Engagement strategy development
- Teamwork and Collaboration
- Customer Service, Customer retention
- Time Management, Multitasking
- Excellent Communication
- Organizational Skills
- Team Leadership, Problem-solving
- Attention to Detail
- Adaptability and Flexibility
- Self Motivation
- Time management abilities
- Decision-Making
- Active Listening, Customer Relations
- Problem-solving aptitude
- Effective leader, Reliability
- Operations Management
- Professionalism
- Business Leadership
- Relationship Building
- Employee Relations & Motivation
- Analytical Thinking
- Task Prioritization
- Schedule Management
- Operations Oversight
- Recruitment, Staff Management
- Sales Strategies, Cost Control, Goal Setting
- Employee Development
- Data Analysis, Data Management
- Business Growth Initiatives
- Employee reviews, Delegating Work
Timeline
Operations Manager, Customer Experience
Total Comfort Cooling & Heating
2011.09 - Current
HVAC Technician
Fresh Air Cooling
2009.07 - 2011.09
Sub Contractor
Ksi Associates/Michael Raymond Construction
2006.01 - 2009.07
Warehouse,repairs,delivery
Global Equipment Company Inc.
2003.01 - 2005.06
High School Diploma -
Saint Charles East High School
Similar Profiles
Noah TreuerNoah Treuer
HVAC Service/Install Technician at Comfort Wave Heating & CoolingHVAC Service/Install Technician at Comfort Wave Heating & Cooling
Scott ThomasScott Thomas
Service Technician at Assured Comfort Heating and CoolingService Technician at Assured Comfort Heating and Cooling
Jesus Abraham RamosJesus Abraham Ramos
Managing Partner at Comfort Zone Heating , CoolingManaging Partner at Comfort Zone Heating , Cooling