Keith Starnes
Pearland,TX
Summary
Multi-talented Service Manager successful at handling customer issues quickly. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing 14 years of progressive experience. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Willing to relocate: Anywhere Authorized to work in the US for any employer
Facilities management professional with strong track record in ensuring efficient operations and safety compliance. Skilled in project management, budgeting, and vendor relations. Known for fostering teamwork and adapting to changing needs to achieve optimal results. Dependable in maintaining and improving facilities to support organizational goals.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Manager
EquipmentShare
McKinney, TX
11.2024 - 09.2025
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Collaborated with customers to offer solutions to service needs.
- Adhered to customer service standards to foster satisfaction and retention.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Hired and trained service department staff to drive performance.
- Uphold team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Pitched in to complete various duties during peak periods or employee absences.
- Created written estimates and obtained customer consent to proceed.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Monitored employee performance through key metrics analysis.
- Created annual department budget, aligning with organization's financial and operational objectives.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assigned work and monitored performance of project personnel.
- Analyzed business performance data and forecasted business results for upper management.
- Proposed or approved modifications to project plans.
- Fostered strong relationships with customers, addressing concerns promptly to enhance loyalty and retention.
- Resolved customer complaints in professional and timely manner.
- 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.
- Analyzed service reports to identify areas of improvement.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Monitored service staff performance and provided feedback for improvement.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
Service Manager
Bigge Crane and Rigging
Houston, TX
07.2023 - 02.2024
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Collaborated with customers to offer solutions to service needs.
- Adhered to customer service standards to foster satisfaction and retention.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Hired and trained service department staff to drive performance.
- Uphold team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Pitched in to complete various duties during peak periods or employee absences.
- Created written estimates and obtained customer consent to proceed.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Monitored employee performance through key metrics analysis.
- Created annual department budget, aligning with organization's financial and operational objectives.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assigned work and monitored performance of project personnel.
- Analyzed business performance data and forecasted business results for upper management.
- Proposed or approved modifications to project plans.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
Service Manager
Scott Equipment
Baytown, TX
01.2010 - 07.2023
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Collaborated with customers to offer solutions to service needs.
- Adhered to customer service standards to foster satisfaction and retention.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Hired and trained service department staff to drive performance.
- Uphold team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Pitched in to complete various duties during peak periods or employee absences.
- Created written estimates and obtained customer consent to proceed.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Monitored employee performance through key metrics analysis.
- Created annual department budget, aligning with organization's financial and operational objectives.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assigned work and monitored performance of project personnel.
- Analyzed business performance data and forecasted business results for upper management.
- Proposed or approved modifications to project plans.
- Led service operations, ensuring timely maintenance and repairs of rental equipment.
- Collaborated with cross-functional teams to enhance customer satisfaction and service delivery.
- Developed and implemented training programs for service technicians, improving operational efficiency.
- Analyzed service data to identify trends and recommend process improvements for equipment management.
- Managed inventory of parts and supplies, optimizing stock levels to reduce downtime in repairs.
- Oversaw scheduling of service appointments, balancing workload across technician teams effectively.
- Established performance metrics for service team, driving accountability and continuous improvement initiatives.
Education
High School Diploma -
La Porte High School
La Porte, TXSkills
- Manufacturing management
- Electrical diagnostics
- Performance dashboards
- Workplace health and safety regulatory compliance
- Quality management
- Performance evaluation
- Maintenance management
- Repair estimation
- Microsoft Excel
- Team development
- Safety regulations
- Equipment maintenance
- Operations management
- Equipment malfunction troubleshooting
- Team management
- Fleet management
- Equipment root cause analysis
- Organizational skills
- Computer literacy
- Budget forecasting
- Team leadership
- Multitasking and organization
Accomplishments
- Achieved 80% tech efficiency through effectively increasing tech productivity with simple changes to procedures.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 28 staff members.
- Resolved product issue through consumer testing.
Certification
- Forklift Certification
- Non-CDL Class C
- CPR Certification
- Certified Safety Professional
- First Aid Certification
- TWIC Card
- Driver's License
Languages
English
Timeline
Service Manager
EquipmentShare
11.2024 - 09.2025
Service Manager
Bigge Crane and Rigging
07.2023 - 02.2024
Service Manager
Scott Equipment
01.2010 - 07.2023
High School Diploma -
La Porte High School
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
- Driving License: Non-CDL Class C
- Work Permit: Authorized to work in the US for any employer
- Availability: Anywhere, Anywhere
- Visa Status: Authorized to work in the US for any employer