Matthew Gumabon
Barrigada
Summary
Energetic and customer-focused professional with knack for building strong client relationships and delivering exceptional service. Possesses solid understanding of customer service principles and excels in problem-solving and conflict resolution. Driven to create positive customer experiences and foster long-term loyalty.
Offering background in customer engagement and problem-solving, eager to learn and develop in new environment. Brings ability to quickly grasp industry-specific knowledge and apply effective communication and organizational skills. Ready to use and develop interpersonal and leadership abilities in Service Manager role.
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management. 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. Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Overview
23
23
years of professional experience
Work History
Service Manager
Guam Autospot
04.2013 - Current
- 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.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
- Conducted comprehensive market analysis to identify emerging trends and adjust service offerings accordingly.
- Spearheaded digital transformation initiative, introducing new software tools to improve service scheduling and customer communication.
- Enhanced team morale and reduced staff turnover by establishing recognition program that highlighted outstanding employee contributions.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
- 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.
- Defined clear targets and objectives and communicated to other team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Customer Service Representative
Guam Telephone Authority (GTA)
11.2011 - 12.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Participated in training programs to enhance product knowledge and customer service skills.
Service Advisor
Atkins Kroll Toyota
02.2002 - 04.2011
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
George Washington High School
Guam03.2001
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- 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
- Quality assurance
- KPI monitoring
- Workplace safety
- Documentation and reporting
- Crew leadership
- Employee supervision
- Service scheduling
- Operational efficiency
- Work Planning and Prioritization
- New employee hiring
- Policy and procedure enforcement
- Staff management
- Service quality management
- Goal setting
- Estimating and quoting
- Technical troubleshooting
- Continuous improvement
- Risk management
- Quality control
- Technical support
- Preventive Maintenance
- Relationship building
- Mechanical diagnostics
- Analytical thinking
- Culture development
- Staff supervision
- Process optimization
- Client retention strategies
- Schedule management
- Data management
- MS office
- Upselling
- Leadership development
- Task delegation
- After-sales support
- Process implementation
- Project planning
- Expert in Miscrosft word Doc, Google spread sheets,
Timeline
Service Manager
Guam Autospot
04.2013 - Current
Customer Service Representative
Guam Telephone Authority (GTA)
11.2011 - 12.2012
Service Advisor
Atkins Kroll Toyota
02.2002 - 04.2011
High School Diploma -
George Washington High School
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