Maria Murphy
Blackwood,NJ
Summary
Driven Operations/Service Manager with a proven track record of enhancing operational efficiency and customer satisfaction. Excelled in workforce planning and conflict resolution, achieving significant service level improvements. Skilled in employee training and development, successfully built strong, results-oriented teams. Managed resources to maximize productivity, demonstrating exceptional time management and financial goals
Overview
19
19
years of professional experience
Work History
Operations/Service Manager
Bens ProServ
04.2017 - 08.2024
- Monitored team performance, adhered to service level agreements (SLAs).
- Manage HVAC, Plumbing and Electrical teams daily
- Assisted in technical support on residential applications
- Resolved customer complaints in professional and timely manner including in house and field visits
- Trained and supervised team of service staff members to meet business goals.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored service staff performance and provided feedback for improvement.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitor technician usage and repairs of company vehicles
- Track Service related invoices for accuracy and profit
- Track warranty service failure trends
- Process all Warranty and Tech support claims
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Analyzed service reports to identify areas of improvement.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Prepare quotes for service repairs
- Reviewed all service technician leads and commissions
- Monitor all after hours calls
Administrative Assistant/Service Manager
Laury Heating
07.2005 - 03.2017
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established administrative work procedures to track staff's daily tasks.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Monitored service staff performance and provided feedback for improvement.
- Reviewed all technicians payroll and PTO hours
- Analyzed service reports to identify areas of improvement.
- Established team priorities, maintained schedules and monitored performance.
- Negotiated with vendors to secure best prices for parts and supplies.
- Processed all Warranty and Service claims
- Reviewed and approved all leads and commissions
- Manage vehicle usage and maintenance
Skills
- Workforce Planning
- Operational Efficiency
- Strong time Management
- Result-oriented
- Customer Service Management
- Work Planning and Prioritization
- Employee Training and Development
- Conflict Resolution
Timeline
Operations/Service Manager
Bens ProServ
04.2017 - 08.2024
Administrative Assistant/Service Manager
Laury Heating
07.2005 - 03.2017
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