Lisette Pantoja
Mountain Home,ID
Summary
Seasoned Maintenance Manager with a proven track record at Balfour Beatty, enhancing reliability and team performance through communication , follow through. and preventive maintenance. Skilled in project management and staff management, demonstrating exceptional problem-solving abilities and cultural awareness. Achieved significant operational improvements, fostering a culture of continuous improvement and safety.
Overview
18
18
years of professional experience
Work History
Maintenance Manager
Balfour Beatty
Mountain Home, ID
05.2018 - Current
- Supervised employee performance, preventive maintenance, and safety.
- Improved equipment reliability by monitoring the preventive maintenance program and managing repair schedules.
- Collaborated with other department managers to coordinate maintenance activities around production schedules, minimizing operational interruptions during com process.
- Assisted the successful completion of major facility upgrades projects while adhering to budget constraints and timelines.
- Reduced downtime by efficiently overseeing the maintenance team and prioritizing tasks according to urgency.
- Trained maintenance technicians to apply proper techniques and best practices and comply with safety protocols and BBC policy.
- Operating within maintenance budgets, effectively controlling expenses while ensuring optimal equipment performance.
- Monitored priorities and liaised between maintenance team , MHO and management to complete on time.
- Delegated tasks to carefully selected employees in alignment with resource management goals.
- Managed a team of technicians, providing guidance and support for skill development and performance improvement.
- Collaborated with other departments to verify completion of maintenance tasks.
- Promoted a culture of continuous improvement within the maintenance team by encouraging open communication, problem-solving initiatives, and employee engagement activities.
- Mentored new hires in company procedures, safety protocols, and technical skills necessary for their roles as maintenance professionals.
- Ensured compliance with all applicable regulations through diligent record-keeping, reporting practices, and regular monitoring.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing open communication with our partners and the residents.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers. There is a solution to every problem ,both parties can agree on a middle ground.
Arbitration Manager / Automotive Shop Manager
Manheim Auto Auction
Woods Cross, UT
04.2008 - 04.2018
- Monitored industry trends and regulatory changes to ensure compliance with all applicable laws, guidelines, and best practices in arbitration management.
- Coordinated scheduling of hearings and meetings with parties involved in disputes for a seamless arbitration process.
- Advised clients on alternative dispute resolution options appropriate to their specific needs for more efficient conflict resolution results.
- Managed caseloads of multiple complex arbitration cases, ensuring timely resolution and adherence to deadlines within NAAA guidelines.
- Worked with Recovery Director and other arbitration team managers to establish best practices, training modules and evaluation systems
- Implemented quality control measures to ensure accuracy of documentation submitted during the arbitration process.
- Enhanced client satisfaction rates by effectively resolving disputes through negotiation and mediation techniques.
- Provided onboarding and training to staff members, coordinating IT system access and conducting training specific to individual roles.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Managed a team of automotive technicians, ensuring timely completion of repairs and adherence to quality standards.
- Maintained accurate records of all repairs performed, ensuring proper documentation for warranty claims and future reference for clients.
- Maximized revenue generation by upselling additional services to customers based on vehicle needs and manufacturer recommendations.
- Established a culture of continuous improvement within the service department by regularly soliciting feedback from staff members regarding potential areas for process enhancement or cost reduction measures.
- Conducted thorough evaluations of technician performance, providing constructive feedback and coaching to improve overall productivity.
- Enhanced workplace safety by implementing strict protocols for equipment usage, hazardous material handling, and waste disposal procedures.
- Streamlined internal communication channels among front office staff, service advisors, technicians, and parts personnel, fostering a collaborative work environment.
- Monitored inventory levels of parts and supplies, minimizing stockouts while also reducing overhead costs associated with excess inventory.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Assistant Service Manager
Pep Boys Auto Parts & Service
Murray, UT
05.2006 - 05.2008
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Enhanced team efficiency by implementing streamlined procedures for daily operations.
- Maintained accurate records of completed services, parts inventory, and customer communications to streamline processes.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Established a positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Followed up with customers during and after installations to verify satisfaction.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Developed written plans and obtained customer consent to proceed.
- Collaborated with sales staff to provide comprehensive support for new vehicle purchases and ongoing maintenance needs.
- Increased overall efficiency within the department by optimizing workflow processes and eliminating bottlenecks in service delivery.
- Conducted regular performance evaluations for staff members, offering constructive feedback and setting goals for professional growth.
- Trained less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Diploma - General Studies
Cornerstone Christian
Townsend, GASkills
Project Management
Materials requisition
Employee performance assessment
Staff Management
Preventive Maintenance
Facilities maintenance
Strategic planning
Negotiation
Active Listening
Decision-Making
Dependable and Responsible
Critical Thinking
Problem-Solving
Data Entry
Analytical and Critical Thinking
Flexible and Adaptable
Self-Motivated
Cultural Awareness
Languages
Spanish
Native or Bilingual
Timeline
Maintenance Manager
Balfour Beatty
05.2018 - Current
Arbitration Manager / Automotive Shop Manager
Manheim Auto Auction
04.2008 - 04.2018
Assistant Service Manager
Pep Boys Auto Parts & Service
05.2006 - 05.2008
Diploma - General Studies
Cornerstone Christian