Michael Cates
Oak Grove,MO
Summary
Natural leader and complex problem solver. 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. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
22
22
years of professional experience
Work History
Service Manager
The Waldinger Corporation
North Kansas City, MO
01.2024 - 01.2025
- 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.
- 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.
- 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.
- 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.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
Service Operations Manager
Trotter & Morton Group Of Companies
Kansas City, MO
09.2022 - 12.2024
- Analyzed service reports to identify areas of improvement.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Maintained records of service transactions and customer feedback for future reference.
- Monitored inventory levels and placed orders to replenish stock.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Implemented strategies to increase customer service satisfaction ratings.
- Developed department processes and procedures to boost customer satisfaction.
- Negotiated with vendors to secure best prices for parts and supplies.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Mitigated business risks by working closely with staff members and assessing performance.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Monitored maintenance and project performance reports to maintain proper profit margins.
- Performed fleet management tasks to keep safe and clean vehicles on the road.
Acct. Manager and Sales | Business Development
Martin Mechanical Contractors
Kansas City, MO
02.2022 - 09.2022
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Researched and identified opportunities for account growth, account penetration and market expansion.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Reached out to potential customers via telephone, email and in-person inquiries.
- Worked with existing customers to increase purchases of products and services.
- Negotiated, prepared and signed contracts with clients.
- Performed research to uncover potential target areas, markets and industries.
- Prospected new weekly leads using cold calling, site visits, social media, and customer referrals.
- Supported marketing teams, creating, deploying and optimizing campaigns for HVAC and plumbing clients.
Service Project Manager | Mech Service
P1 Group, Inc.
Lenexa, KS
06.2015 - 02.2022
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and offer available solutions.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Guided techs on HVAC service repair, installation, tool usage and equipment operation.
- Followed up with customers during and after installations to verify satisfaction.
- Developed written plans and obtained customer consent to proceed.
- Maintained effective customer service by responding to service requests quickly to increase overall sales by Number%.
- Updated existing customers on new products, updated services and changes in accounts to maintain good rapport and increase sales Number%.
- Maintained open communication by presenting regular updates on project status to customers.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Installation Manager | Insataller
Apex Heating And Air Conditioning
Grain Valley, MO
06.2006 - 06.2015
- Directed teams in installation, testing, start-up and system commissioning tasks.
- Translated main cable and equipment location blueprints to technicians while declaring system outages and rerouting staff for timely service completion.
- Obtained building and specialty permits from local jurisdictional agencies.
- Led weekly production and operations contractor meetings, facilitating stronger communication and helping to resolve critical issues.
- Coordinated with site personnel, clients and local government officials to achieve on-time project delivery.
- Implemented systems to improve process efficiency and reduce project duration.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Monitored, coached and supervised team of 16 employees.
- Promoted compliant practices and established well coordinated strategies and procures to reduce risks.
- Monitored supply levels and identified cost-effective materials to reduce project expenses.
- Managed hiring for certain roles and actively coordinated talent management and recruitment.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Fabricated all new duct and fittings then trained new staff on duct fabrication.
Installer
United Heating & Cooling
Grandview, MO
03.2003 - 06.2006
- Operated tools, equipment and machinery according to safety standards.
- Laid out materials and system components to prepare for installation.
- Installed complete systems at new residential and business construction sites.
- Calculated materials and time needed for each job.
- Inspected installations to check for functionality and maintain customer satisfaction.
- Maintained relationships with customers to better understand needs and uphold standards of service.
- Utilized knowledge of carpentry and general construction to complete attractive finish work.
- Maintained schedule of appointments with eye for both quality and speed of service.
Education
Journeyman Pipefitter -
Local 533 Pipefitters Training Center
Kansas City, MO06.2021
High School Diploma -
Blue Springs High School
Blue Springs, MO05.2002
Skills
- Profitability Assessments
- Shipping and Receiving Oversight
- Team Recruiting and Onboarding
- Pipeline Development
- Operating Procedures and Policies
- Strategic Partnership
- Lead Generation
- Microsoft Office
- Bid Request Management
- Business Development
- Customer Complaint Resolution
- Performance Evaluations
- Networking Events
- Customer Service
- Project Management
- Sales Presentation
- Critical Thinking
- Judgment and Decision-Making
- Employee Retention
- Customer Acquisition
- Active Listening
- Team Collaboration
- Coaching and Mentoring
- Time Management
- Training and Development
- Team Leadership
- Microsoft Outlook
- Detail-Oriented
- Speaking
- Writing
Timeline
Service Manager
The Waldinger Corporation
01.2024 - 01.2025
Service Operations Manager
Trotter & Morton Group Of Companies
09.2022 - 12.2024
Acct. Manager and Sales | Business Development
Martin Mechanical Contractors
02.2022 - 09.2022
Service Project Manager | Mech Service
P1 Group, Inc.
06.2015 - 02.2022
Installation Manager | Insataller
Apex Heating And Air Conditioning
06.2006 - 06.2015
Installer
United Heating & Cooling
03.2003 - 06.2006
Journeyman Pipefitter -
Local 533 Pipefitters Training Center
High School Diploma -
Blue Springs High School