Martin La Rouche

District CES Service Manager

United Rentals

Riverside, CA

05.1998 - 12.2024

Resolved customer complaints in a timely manner.
Developed strategies for improving customer experience through enhanced product features or improved processes.
Developed and maintained relationships with customers, vendors, and suppliers.
Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
Hired and trained service department staff to drive performance.
Collaborated with customers to offer solutions to service needs.
Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
Coordinated with the warranty department to process claims and provide customer support.
Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
Maintained inventory of parts and supplies, ensuring availability for service tasks.
Handled customer complaints and resolved issues promptly to maintain positive relationships.
Maintained accurate records of all service requests, including resolution times and costs incurred.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Coordinated with other departments within the organization to ensure seamless delivery of services.
Developed and implemented service protocols to enhance operational efficiency.
Coordinated with sales and marketing teams to develop service offers and promotions.
Monitored employee performance through key metrics analysis.
Coordinated staff schedules to ensure adequate coverage during peak hours.
Pitched in to complete various duties during peak periods or employee absences.