Nathan Gale
Fort Myers,FL
Summary
Dependable with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking opportunities to expand skills while facilitating company growth.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Service Manager
Aloha Marine SWFL
06.2024 - 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.
- 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.
- 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.
- 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.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Negotiated with vendors to secure best prices for parts and supplies.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
Service Manager
Hinckley Yachts Services
04.2024 - 06.2024
- 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.
Service Coordinator
Diversified Yacht Services
04.2022 - 04.2024
- Coordinated service schedules and appointments with clients.
- Provided customer service to ensure client satisfaction.
- Maintained accurate records of services provided for each client.
- Handled incoming calls and inquiries from customers regarding services offered.
- Researched, identified and resolved customer complaints in a timely manner.
- Assisted in the development of training materials related to service coordination processes.
- Conducted regular meetings with departmental staff to discuss current initiatives and projects.
- Provided support to field technicians during service visits when necessary.
- Reviewed invoices for accuracy prior to submission for payment processing.
- Updated internal systems with information related to new or revised services.
- Monitored email and phone communication to provide prompt responses and solutions.
- Monitored staff performance and provided feedback on areas of improvement needed.
- Worked closely with other departments within the company to ensure successful completion of projects.
- Provided timely feedback to management on service failures and customer concerns.
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
- Liaised between client and technician to keep parties fully informed.
- Confirmed completed or closed work order by reviewing notes and following up on pending items.
- Worked with technicians to complete paperwork within designated time.
- Toggled between multiple systems and databases to look up information and update records.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Worked closely with human resources to support employee management and organizational planning.
General Service Manager
Freedom Boat Club - M and M Marine
09.2019 - 08.2021
- Trained employees on duties, policies and procedures.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Provided guidance and support to subordinate managers in order to foster an atmosphere of cooperation throughout the organization.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Ensured compliance with applicable laws, regulations and industry standards pertaining to operations management.
- Supervised employees through planning, assignments and direction.
- Recruited, trained and empowered employees to achieve key performance indicators.
- Administered employee discipline through verbal and written warnings.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Led employee evaluations with constructive feedback to boost performance.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Designed sales and service strategies to improve revenue and retention.
- Delegated work to staff, setting priorities and goals.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
Marine Technician
Hyannis Marina
01.2014 - 08.2019
- Performed routine maintenance and repairs on marine vessels, including engines, fuel systems, electrical wiring, air conditioning units and other components.
- Inspected and tested equipment to ensure compliance with safety regulations.
- Diagnosed mechanical problems using computerized diagnostic tools and technical manuals.
- Repaired or replaced defective parts such as pumps, motors, valves and hydraulic cylinders.
- Replaced worn out engine parts such as pistons, gaskets, spark plugs and filters.
- Installed new accessories such as navigation systems, communication radios and lighting fixtures.
- Maintained up-to-date records of all maintenance activities performed on each vessel.
- Provided customer service by answering questions about repair procedures and costs.
- Operated a variety of hand tools to disassemble and assemble machinery components.
- Conducted safety checks on boats before launching them into water for customers' use.
- Troubleshot issues related to steering systems, propellers and other propulsion devices.
- Monitored fluid levels in cooling systems and refilled or replaced fluids as needed.
- Worked with rigging materials including cables, ropes and winches.
- Coordinated with subcontractors for installation of custom electronics packages.
- Ensured that all work was done according to manufacturer's specifications.
- Maintained cleanliness of the shop area by cleaning oil spills and disposing hazardous waste properly.
- Stayed abreast of new technologies used in marine mechanics industry through reading trade magazines and journals.
- Attended training sessions regularly to upgrade skillset in marine technician field.
- Communicated effectively with customers regarding progress of work being done on their vessels.
- Operated heavy machinery and power tools proficiently.
- Shrink-wrapped, winterized and arranged for off-season storage of large and small vessels.
- Monitored marine operations and systems to verify compliance with federal and international safety protocols and clean air guidelines.
- Estimated project time and cost and presented detailed proposals for acceptance before beginning work.
- Guaranteed service and stood behind work performed.
- Performed troubleshooting and diagnostics, repairing issues with electrical, charging and steering systems.
- Checked oil levels and monitored equipment to regularly oil and lubricate for smooth functioning.
- Lubricated machinery, equipment or engine parts.
Owner/Operator Technician
All Points Marine Services
04.2010 - 08.2014
- Developed strategic plans to increase profitability and efficiency.
- Identified new opportunities for growth, expansion, and diversification.
- Created marketing campaigns to attract new customers.
- Negotiated contracts with vendors and suppliers.
- Maintained relationships with existing clients by providing superior customer service.
- Implemented quality assurance processes to ensure product excellence.
- Collaborated with other owners on joint ventures and shared resources.
- Reviewed legal documents related to business operations.
- Ensured compliance with local, state, and federal regulations.
- Developed and implemented successful sales strategies to meet business goals.
- Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Analyzed client business needs and assisted in determining appropriate resources and strategies.
- Determined pricing for products or services based on costs and competition.
- Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
- Conferred with customers to understand needs and finalize purchase orders.
- Kept up-to-date on regulatory changes affecting business operations.
Marine Technician
Hyannis Marina
03.1999 - 09.2010
- Performed routine maintenance and repairs on marine vessels, including engines, fuel systems, electrical wiring, air conditioning units and other components.
- Inspected and tested equipment to ensure compliance with safety regulations.
- Diagnosed mechanical problems using computerized diagnostic tools and technical manuals.
- Repaired or replaced defective parts such as pumps, motors, valves and hydraulic cylinders.
- Installed new accessories such as navigation systems, communication radios and lighting fixtures.
- Replaced worn out engine parts such as pistons, gaskets, spark plugs and filters.
- Conducted safety checks on boats before launching them into water for customers' use.
- Troubleshot issues related to steering systems, propellers and other propulsion devices.
- Ensured that all work was done according to manufacturer's specifications.
- Maintained cleanliness of the shop area by cleaning oil spills and disposing hazardous waste properly.
- Communicated effectively with customers regarding progress of work being done on their vessels.
- Checked fuel systems, pipelines and tubing, verified good condition without leakage and lubricated moving parts for smooth operation and rust prevention.
- Serviced recreational and small commercial craft mechanical equipment, body, electrical and navigational systems.
Vocational Instructor
Cape Cod Technical High School
09.2009 - 06.2010
- Developed and implemented comprehensive training programs to prepare students for various vocations.
- Created and delivered interactive lectures, demonstrations and hands-on activities to engage learners.
- Assessed student performance through tests, quizzes and other assessments.
- Maintained records of student attendance, grades, evaluations and other relevant information.
- Monitored progress of students and provided feedback on a regular basis.
- Collaborated with other instructors to develop curriculum plans and instructional materials.
- Encouraged students to use critical thinking skills when problem solving.
- Organized field trips to visit local businesses related to the program's vocation.
- Supported job placement efforts for graduates of the program.
- Served as an advocate for students when communicating with employers about job openings.
- Incorporated technology into the classroom environment in order to enhance learning experiences.
- Utilized multimedia tools such as video recordings, computer simulations., during instruction sessions.
- Created appropriate learning environments for students.
- Prepared course objectives to follow school's curriculum standards established by school and state.
- Helped students make optimal choices on courses to complete degrees and prepare for careers.
Marine Technician
Allen Harbor Marine
04.1996 - 02.1999
- Diagnosed mechanical problems using computerized diagnostic tools and technical manuals.
- Repaired or replaced defective parts such as pumps, motors, valves and hydraulic cylinders.
- Operated a variety of hand tools to disassemble and assemble machinery components.
- Conducted safety checks on boats before launching them into water for customers' use.
- Serviced recreational and small commercial craft mechanical equipment, body, electrical and navigational systems.
Education
High School Diploma -
Dennis-Yarmouth Regional High School
South Yarmouth, MA05.1994
Skills
Customer service management
Staff Management
Documentation and reporting
Employee supervision
Culture development
Quality assurance
Strategic planning
Negotiation
Client rapport
Complaint resolution
Technical Support
Records oversight
Staff education and training
Strategic sales knowledge
Service standard complicated
Project Management
Troubleshooting ability
Diagnostics skill
Mechanical aptitude
Testing and evaluation
Accomplishments
- Supervised team of 8-12 staff members.
Certification
- Mercury Outboard Certified
- Mercruiser Sterndrive Certified
- 100 Ton Captains License with endorsements (just expired 8/24)
- Forklift Certified
- AMI IMM Marine Management Certified
- Certified Clean Marina, AMI
- Mercury Marine V12 Trained
- Yamaha Marine Trained
- Suzuki Marine Trained
Timeline
Service Manager
Aloha Marine SWFL
06.2024 - Current
Service Manager
Hinckley Yachts Services
04.2024 - 06.2024
Service Coordinator
Diversified Yacht Services
04.2022 - 04.2024
General Service Manager
Freedom Boat Club - M and M Marine
09.2019 - 08.2021
Marine Technician
Hyannis Marina
01.2014 - 08.2019
Owner/Operator Technician
All Points Marine Services
04.2010 - 08.2014
Vocational Instructor
Cape Cod Technical High School
09.2009 - 06.2010
Marine Technician
Hyannis Marina
03.1999 - 09.2010
Marine Technician
Allen Harbor Marine
04.1996 - 02.1999
High School Diploma -
Dennis-Yarmouth Regional High School