Kerry Ogerly
Lubbock
Summary
Dynamic Service Manager with a proven track record at Inland Truck Parts & Service, excelling in customer service management and team leadership. Enhanced operational efficiency through strategic process improvements, resulting in increased customer satisfaction and repeat business. Skilled in problem-solving and employee training, fostering a collaborative environment that drives success.
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Overview
11
11
years of professional experience
Work History
Service Manager
Inland Truck Parts & Service
07.2014 - Current
- Assisted in daily operations to enhance service quality and customer satisfaction.
- Supported team members by learning operational procedures and tools for effective service delivery.
- Engaged with customers to address inquiries and resolve issues promptly.
- Collaborated with staff to ensure adherence to safety protocols and best practices.
- Maintained accurate records of customer interactions for streamlined communication.
- Participated in training sessions to develop knowledge of service management systems.
- Contributed ideas for process improvements to enhance overall operational efficiency.
- Adapted quickly to new challenges, demonstrating flexibility in a fast-paced environment.
- 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.
- Analyzed service reports to identify areas of improvement.
- 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.
- Met with customers to discuss service needs and develop effective and practical solutions.
- 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.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- 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.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- 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.
Education
High School Diploma -
Vicksburg High School
Vicksburg, MS05-1985
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
Timeline
Service Manager
Inland Truck Parts & Service
07.2014 - Current
High School Diploma -
Vicksburg High School
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