Marco Shammout
Arlington,TX
Summary
Highly motivated, professional seeking a position at an organization that values innovation and proactive leadership. Utilize skills and qualifications to positively affect team productivity, enhance operational efficiency, and contribute to the overall success of the company. Outstanding interpersonal and communication skills with internal and external customers. Consistently delivers impeccable customer service while building effective relationships.
Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Track record of problem-solving and effective communication in high-pressure environments.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
27
27
years of professional experience
Work History
Service Manager
FCM Autos
Forney, TX
04.2017 - Current
- making sure delivering a minimum of 45 to 80 cars and trucks per a week for 5 different location.
- body work and mechanic work.
- Oversaw service operations, ensuring timely vehicle repairs and customer satisfaction.
- Implemented process improvements to enhance service delivery and reduce turnaround times.
- Trained and mentored staff on best practices for customer service and technical skills.
- Developed maintenance schedules to optimize vehicle performance and reduce downtime.
- Analyzed service metrics to identify trends and drive strategic decision-making.
- Collaborated with management to establish budgetary guidelines for service department expenditures.
- Enhanced communication protocols between departments to streamline workflow efficiency.
- Managed inventory levels of parts and supplies, optimizing procurement processes for cost-effectiveness.
- Led service team to enhance customer satisfaction through effective problem resolution strategies.
- Developed training programs for staff to improve operational efficiency and service delivery standards.
- Analyzed service metrics to identify areas for process improvement and implement corrective actions.
- Coordinated cross-functional initiatives to streamline communication between departments and elevate service quality.
- Managed scheduling and resource allocation to ensure optimal workforce productivity during peak periods.
- Implemented feedback mechanisms to capture customer insights, driving continuous improvement in services offered.
- Mentored junior staff, fostering a culture of accountability and excellence within the service team.
- Oversaw inventory management systems to maintain accurate records and support timely service fulfillment.
- 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.
- Hired, trained and supervised team of service staff members to meet business goals.
- 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.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- 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.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Established proactive maintenance program for service equipment, reducing downtime and maintaining high service standards.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
- Spearheaded digital transformation initiative, introducing new software tools to improve service scheduling and customer communication.
- Implemented customer feedback system to gather insights and identify areas for service improvement.
- Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
- Established team priorities, maintained schedules and monitored performance.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- 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.
- Defined clear targets and objectives and communicated to other team members.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Improved staffing during busy periods by creating
- employee schedules and monitoring call-outs.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Managed senior-level personnel working in marketing and sales capacities.
- Developed detailed plans based on broad guidance and direction.
Aircraft Maintenance Supervisor
Gulfstream Aerospace
Dallas, TX
04.2007 - 04.2017
- Supervised aircraft maintenance teams, ensuring compliance with safety regulations and procedures.
- Developed and implemented maintenance schedules to optimize aircraft availability and reliability.
- Led root cause analysis for recurring aircraft issues, driving process improvements and preventative measures.
- Coordinated training programs for new technicians, enhancing skill development and operational efficiency.
- Managed inventory of tools and parts, ensuring timely procurement to minimize downtime during repairs.
- Conducted performance evaluations for maintenance staff, fostering professional growth and accountability within the team.
- Collaborated with engineering departments on modifications, ensuring alignment with regulatory standards and operational needs.
- Analyzed maintenance data to identify trends, improving overall maintenance processes and reducing operational costs.
- Improved aircraft maintenance efficiency by implementing streamlined processes and procedures.
- Utilized data-driven insights to identify areas for process improvement, leading to increased operational efficiency and lower maintenance costs.
- Developed customized training programs for technicians to ensure optimal performance in their roles.
- Championed quality control measures throughout all stages of the maintenance process, reinforcing a high standard of workmanship across the team.
- Coordinated cross-functional teams during major overhauls or modifications projects to ensure successful completion within deadlines and budget parameters.
- Reduced aircraft downtime with proactive identification of potential issues through thorough inspections.
- Ensured a clean and organized workspace for maximum productivity during maintenance operations.
- Established a strong safety culture within the team, leading to improved adherence to OSHA regulations and industry best practices.
- Leveraged advanced diagnostic tools to quickly identify complex technical issues, resulting in faster repair times.
- Increased on-time departures by effectively managing maintenance schedules and prioritizing tasks.
- Collaborated closely with other departments to address technical issues promptly, minimizing disruptions to flight schedules.
- Optimized inventory control, monitoring parts usage, and coordinating orders as necessary for timely repairs.
- Oversaw preventative maintenance programs, extending the life expectancy of aircraft components while reducing costs associated with unplanned repairs.
- Enhanced safety standards for maintenance operations, conducting regular inspections and audits.
- Conducted regular performance evaluations of team members, providing constructive feedback for continuous improvement initiatives.
- Mentored junior technicians in troubleshooting techniques, fostering growth and development within the team.
- Removed components such as landing gear, engines, and flight control.
- Performed scheduled and unscheduled maintenance on diverse aircraft engines, avionics and hydraulics.
- Evaluated individual aircraft components to identify and troubleshoot issues.
- Managed efficient teams of up to 58 employees.
- Organized ongoing maintenance schedules to boost system performance.
- Reviewed and studied blueprints to double-check installation and implementation project requirements.
- Monitored systems to assure increase in power flow and integrated new system components, fixtures and motors.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
Shop Manager
Arlington Auto Center
Arlington, TX
01.1999 - 08.2007
- Oversaw daily operations, ensuring efficient workflow and high-quality service delivery.
- Managed inventory control processes, optimizing stock levels and reducing waste.
- Trained and mentored staff to enhance performance and customer service skills.
- Developed and implemented standard operating procedures to improve operational efficiency.
- Responsible for all areas of shop management including accounting, inventory control, payroll, manage and train shop personnel and customer service
- Negotiate and cultivate business relationships with DFW International Airport rental car agencies including Avis, Enterprise, Hertz to be the exclusive auto body repair shop for their fleets
- Develop and maintain positive long-term working relationships with the City of Arlington for repair of all city fleet vehicles including police cruisers and crime scene vehicles
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
- Conflict resolution
- Goal oriented
- Workflow management
- Team collaboration and leadership
- Trustworthy and honest
- Employee relations
- KPI monitoring
- Quality assurance
- Workplace safety
- Documentation and reporting
- Crew leadership
- Office administration
- Employee supervision
- Outgoing and energetic
- Service scheduling
- Operational efficiency
- Work Planning and Prioritization
- Staff motivation
- New employee hiring
- Policy and procedure enforcement
- Service documentation
- Service quality management
- Staff management
- Goal setting
- Estimating and quoting
- Technical troubleshooting
- Inventory management
- Continuous improvement
- Risk management
- Cost estimates
- Service and parts teams management
- Interpersonal relationships
- Quality control
- Project management
- Coaching and mentoring
- Rapport building
- Technical support
- Preventive Maintenance
- Relationship building
- Staff training and development
- Analytical thinking
- Mechanical diagnostics
- Culture development
- Customer satisfaction measurement
- Service delivery optimization
- Shift scheduling
- Staff supervision
- Service order flow
- Client retention strategies
- Process optimization
- Flexible schedule
- Schedule management
- Data management
- Strategic business planning
- Supply ordering
- Budget control
- Regulations compliance
- Performance evaluations
- Revenue generation
- Leadership development
- Multiple priorities management
- Task delegation
- Sales support
- Regulatory compliance
- After-sales support
- Process implementation
- Heavy equipment operation
- Project planning
- Maintenance planning
- Financial controls
- Forecasting
- Resource allocation
- Contract management
- Compliance enforcement
- Business development
- Establishing vision
- Data analytics
- ASE certification
- Vendor sourcing
- Verbal and written communication
- Deadline driven
- Productivity monitoring
- Coaching and mentorship
- Program follow-up and assessment
Languages
English
Full Professional
Timeline
Service Manager
FCM Autos
04.2017 - Current
Aircraft Maintenance Supervisor
Gulfstream Aerospace
04.2007 - 04.2017
Shop Manager
Arlington Auto Center
01.1999 - 08.2007