Summary
Overview
Work History
Education
Skills
Timeline
Service tech of the year award 2017
Service tech of the year award 2018
Generic

Michael Nance

Wellsville

Summary

Dynamic professional with extensive experience at DH Pace, excelling in service coordination and customer satisfaction. Proven ability to streamline operations and enhance team performance through effective communication and problem-solving. Skilled in dispatch recordkeeping and route planning, consistently achieving high service delivery standards while fostering strong client relationships.

Overview

27
27
years of professional experience

Work History

Residential Service Dispatcher/Showroom Manager

DH Pace
09.2008 - Current
  • Organized regular team meetings to discuss performance metrics, ongoing challenges, and strategy updates for the dispatch department.
  • Coordinated emergency services during after-hours shifts, ensuring prompt responses to critical situations.
  • Streamlined communication between customers and technicians for timely service delivery.
  • Developed strong relationships with clients and technicians to foster a positive work environment.
  • Assessed internal processes regularly, implementing changes that led to improved resource allocation and overall operational efficiency.
  • Served as a key point of contact between field staff, management, and customers to ensure seamless communication throughout the service process.
  • Enhanced customer satisfaction by efficiently coordinating service appointments and dispatching technicians.
  • Maintained accurate records of service calls, technician assignments, and completed jobs for optimal organization.
  • Monitored technician performance and provided feedback for continuous improvement initiatives.
  • Facilitated smooth transitions between shifts by maintaining detailed logs of ongoing service requests and pending tasks.
  • Consistently met or exceeded company targets for response times, customer satisfaction ratings, and team productivity levels.
  • Managed high call volume, prioritizing urgent requests to ensure prompt assistance.
  • Reduced response times with effective scheduling and route optimization strategies.
  • Contributed to business growth by identifying opportunities for upselling additional services during client interactions.
  • Provided exceptional customer support by addressing inquiries, resolving concerns, and escalating issues when necessary.
  • Assisted in the training of new employees, sharing best practices for successful dispatch operations.
  • Proactively addressed potential scheduling conflicts, making adjustments as needed to maintain efficient workflow patterns.
  • Answered phone calls and responded to customer emails.
  • Supported inventory management efforts by tracking parts usage patterns among field technicians in order to optimize stock levels.
  • Scheduled deliveries and pickups according to customer needs.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Assisted in resolving customer complaints and grievances.
  • Communicated with customers to provide delivery updates and resolution.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.
  • Monitored and tracked dispatch communication systems.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Received new orders, prepared documentation, and assigned personnel.
  • Tracked and monitored vehicle performance and maintenance.
  • Monitored flow of paperwork and directed information to appropriate departments.
  • Managed customer accounts and invoicing.
  • Preserved accurate records of dispatched orders, deliveries and receipts.
  • Facilitated communications between customers and field personnel to answer questions or resolve concerns.
  • Communicated with warehouse staff to facilitate proper loading and unloading of orders.
  • Provided customers with information on products and services.
  • Utilized customer feedback to improve customer service.
  • Oversaw daily operations of the showroom, ensuring a clean, organized, and welcoming environment for customers.
  • Collaborated with company leadership on strategic planning initiatives to optimize profitability and long-term success of the showroom.
  • Boosted customer satisfaction ratings through attentive service, addressing concerns promptly, and resolving issues effectively.
  • Managed inventory levels for optimal stock availability, resulting in reduced backorders and customer wait times.
  • Maintained accurate financial records for all transactions within the showroom, ensuring timely invoicing and payment collections from clients.
  • Drove employee engagement and guest experience through coaching, training and development.
  • Supervised inventory and placed orders to replenish low running supplies.
  • Oversaw daily operations, including opening and closing procedures, cash handling, and ensuring compliance with safety regulations.
  • Solved customer complaints with timely and effective solutions, maintaining positive reputation in market.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Service Technician/Lead Installer

Mr Door
01.1999 - 09.2008
  • Explained diagnostic findings to customers and outlined repair or service options.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Inspected equipment to diagnose operational issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.
  • Increased customer satisfaction by providing timely and efficient service for various technical issues.
  • Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
  • Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
  • Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.

Education

Journeyman Status - Carpentry

Carpenters District Council
North Kansas City, MO
01-2009

General Studies

Trenton High School
Trenton, MO
05-1995

Skills

  • Strong multitasking
  • Detail-oriented
  • Stress tolerance
  • Task delegation
  • Follow-up skills
  • Service coordination
  • Geographical expertise
  • Scheduling expertise
  • Teamwork
  • Teamwork and collaboration
  • Quick thinking
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Effective communications
  • Critical thinking
  • Clear communication
  • Prioritizing calls
  • Organizational skills
  • Team collaboration
  • Creative thinking
  • Active listening
  • Adaptability and flexibility
  • Decision-making
  • Dispatch recordkeeping
  • Route planning and adjustment
  • Relationship building
  • Safety procedures
  • Microsoft office
  • Data entry
  • Analytical thinking
  • Computer literacy
  • Professionalism

Timeline

Residential Service Dispatcher/Showroom Manager

DH Pace
09.2008 - Current

Service Technician/Lead Installer

Mr Door
01.1999 - 09.2008

Journeyman Status - Carpentry

Carpenters District Council

General Studies

Trenton High School

Service tech of the year award 2017

I was rewarded with the service tech of the year award in 2018 , due to my abilities and professionalism on the job.

Service tech of the year award 2018

I was awarded to residential service tech of the year award in 2018 because of my outstanding abilities and professionalism , and my commitment to excellence .