Micheal Pope
Oklahoma City,OK
Summary
Dynamic leader with a proven track record at Air Systems and Pump Solutions, enhancing team morale and customer satisfaction through innovative service processes and effective staff training. Skilled in problem-solving and critical thinking, I significantly improved operational efficiency and profitability. Expert in team leadership and service quality management, achieving notable revenue growth.
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.
Overview
15
15
years of professional experience
Work History
Service Manager
Air Systems and Pump Solutions
10.2014 - Current
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Resolved customer complaints in professional and timely manner.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Operations Manager
Dyers Auto Body
05.2010 - 09.2014
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Trained and guided team members to maintain high productivity and performance metrics.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Increased profit by streamlining operations.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Developed and maintained relationships with external vendors and suppliers.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Directed initiatives to improve work environment, company culture or overall business strategy.
Education
Associate of Applied Science - Pre-Pharmacy
OCCC
Oklahoma City, OK05-2004
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Conflict resolution
- Goal oriented
- Workflow management
- Team collaboration and leadership
- KPI monitoring
- Workplace safety
- Documentation and reporting
- Office administration
- Employee supervision
- Work Planning and Prioritization
- Staff motivation
- New employee hiring
- Policy and procedure enforcement
- Service quality management
- Goal setting
- Estimating and quoting
- Risk management
- Service and parts teams management
- Quality control
Accomplishments
Successfully increased profitability of Aftermarket Division to meet Contribution Margin goals.
Affiliations
- Vistage Key Executive Group
Timeline
Service Manager
Air Systems and Pump Solutions
10.2014 - Current
Operations Manager
Dyers Auto Body
05.2010 - 09.2014
Associate of Applied Science - Pre-Pharmacy
OCCC
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