Marcia Gahry
Charlotte,NC
Summary
Experienced and driven Service Manager bringing 7 years of home service experience. Experienced and proficient in multiple areas of business including standards of operation, company financials, employee engagement, and customer needs. Empowering leader with passion for developing teams and healthy growth.
Overview
7
7
years of professional experience
Work History
Service Manager
Acosta Heating, Cooling, And Electrical
08.2022 - Current
- Managed a team of 25+ technicians, electricians, and dispatchers.
- Increased HVAC Service revenue 20% in first year, while also increasing technician generated replacement revenue by 15%.
- Increased total electrical revenue 153% in first year.
- Conducted weekly performance evaluations for employees, offering constructive feedback and facilitating professional development opportunities.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Inventory Manager
Acosta Heating, Cooling, And Electrical
05.2019 - 08.2022
- Enhanced inventory accuracy by conducting regular audits and implementing efficient tracking systems.
- Streamlined warehouse operations for increased efficiency through process improvements and staff training.
- Reduced stock discrepancies with thorough monitoring of inventory levels and timely resolution of issues.
- Improved fleet efficiency by implementing preventive maintenance programs and scheduling regular vehicle inspections.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
Service Dispatcher
Acosta Heating, Cooling, And Electrical
04.2018 - 05.2019
- Enhanced customer satisfaction by efficiently coordinating service appointments and dispatching technicians.
- Managed high call volume, prioritizing urgent requests to ensure prompt assistance.
- Monitored and recorded technicians KPIs to maximize all opportunities.
- Maintained accurate records of service calls, technician assignments, and completed jobs for optimal organization.
- Provided exceptional customer support by addressing inquiries, resolving concerns, and escalating issues when necessary.
Call Center Representative
Acosta Heating, Cooling, And Electrical
06.2017 - 04.2018
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Education
Bachelor of Arts - Sociology
University of North Carolina At Charlotte
Charlotte, NC05.2015
Skills
- Service Titan
- Entrepreneurial Operating System
- Quickbooks
- Nexstar
- NATE Certified
- Customer Service
- Strategic Business Planning
- Inventory Management
- Coaching and Mentoring
- KPI Monitoring
Timeline
Service Manager
Acosta Heating, Cooling, And Electrical
08.2022 - Current
Inventory Manager
Acosta Heating, Cooling, And Electrical
05.2019 - 08.2022
Service Dispatcher
Acosta Heating, Cooling, And Electrical
04.2018 - 05.2019
Call Center Representative
Acosta Heating, Cooling, And Electrical
06.2017 - 04.2018
Bachelor of Arts - Sociology
University of North Carolina At Charlotte
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