Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kenneth Kelledy

Marseilles,IL

Summary

Personable Service Manager driving process optimization and business profitability on continuous basis. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with federal, state, and local regulations that affect service operations. 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. 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 several years of progressive experience. Flexible hard worker ready to learn and contribute to team success. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Service Manager

Terry Plumbing
Coutryside, IL
02.2015 - 01.2025
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Collaborated with customers to offer solutions to service needs.
  • Established and enforced safety protocols to ensure a safe working environment for all employees.
  • Handled customer complaints and resolved issues promptly to maintain positive relationships.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Managed inventory levels of parts necessary for servicing customers' needs.
  • Created written estimates and obtained customer consent to proceed.
  • Facilitated communication between the service department and other company divisions.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Coordinated with other departments within the organization to ensure seamless delivery of services.
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Created employee work schedules to keep shifts properly staffed.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Resolved customer complaints in a timely manner.
  • Reviewed customer billing statements for accuracy prior to release.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Delegated work to staff, setting priorities and goals.
  • Hired and trained service department staff to drive performance.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Oversaw daily operations of the service department, including scheduling and workflow management.
  • Created standard operating procedures for all service functions.
  • Recruited and trained new employees to meet job requirements.
  • Analyzed competitive offerings to ensure the service department remained competitive.
  • Proposed or approved modifications to project plans.
  • Assigned work and monitored performance of project personnel.

Owner

Goodberlet Plumbing
Kankakee, IL
05.2012 - 02.2015
  • Researched potential partners in order to expand services offered.
  • Maintained relationships with existing clients by providing superior customer service.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Hired and trained new department managers to increase team oversight and productivity.
  • Promoted business on social media platforms to maximize brand identity and generate revenue.
  • Developed policies and procedures for the organization.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Provided direction and guidance to employees.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Led startup and creation of operational procedures and workflow planning.
  • Set pricing structures according to market analytics and emerging trends.
  • Identified new opportunities for growth, expansion, and diversification.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Managed daily operations of business, including hiring and training staff.
  • Collaborated with other owners on joint ventures and shared resources.
  • Ensured compliance with applicable laws and regulations related to business operations.
  • Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
  • Oversaw project execution, phase progress, workmanship, and team performance to drive on-time completion of deliverables.
  • Delegated work to staff, setting priorities and goals.
  • Ensured compliance with local, state, and federal regulations.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Operated equipment and machinery according to safety guidelines.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Completed day-to-day duties accurately and efficiently.
  • Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
  • Completed routine maintenance and repair.
  • Operated a variety of machinery and tools safely and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Education

High School Diploma -

Weber
Chicago, IL
05-1990

Skills

  • After-sales support
  • Employee training and development
  • Project planning
  • Relationship building
  • Conflict resolution
  • Maintenance and repair
  • Task delegation
  • Sales support
  • Goal oriented
  • Multitasking and organization
  • Technical support
  • Employee relations
  • Problem-solving
  • Staff supervision
  • Supply ordering
  • Project management
  • Contract management
  • Process optimization
  • Rapport building
  • Crew leadership
  • Time management
  • Positive attitude
  • Coaching and mentorship
  • Performance evaluations
  • Customer service
  • Service order flow
  • Quality assurance
  • Upselling
  • Schedule management
  • Customer satisfaction measurement
  • Heavy equipment operation
  • Workflow management
  • Policy and procedure enforcement
  • Customer service management
  • Preventive Maintenance
  • Deadline driven
  • Cost estimates

Certification

  • Illinois licensed journeyman plumber
  • Illinois CCDI certified
  • Indiana state licensed plumber
  • Indiana CCDI certification

Timeline

Service Manager

Terry Plumbing
02.2015 - 01.2025

Owner

Goodberlet Plumbing
05.2012 - 02.2015

High School Diploma -

Weber

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Kenneth Kelledy