Nicholas Coley
Winston-Salem,NC
Summary
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.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Logan Heating & Air INC
03.2019 - Current
- Responsible for profitability of service department
- Setting profit margin goals, reducing expenses and earning trust and referrals from customers
- Supervising customer service representatives
- Monitoring of all tasks such as billing, correct job placement and customer follow ups were completed to company standards
- Assured all CSR's receive proper training
- Training included ESC software, Azuga, and various company portals
- Supervises ordering of parts and CSR's schedule prompt return to customer
- Researchers parts from local and global vendors to assure customers are getting best products and pricing
- Plan for seasonal fluctuations in business by making sure maintenance agreements are offered to all customers and maintenance sales goals are being obtained
- Overseeing daily work flow
- Assures job are completed to customers satisfaction
- Recruits and interviews new CSR staff
- Finds candidates who fit in with a established positive cultural
- Partners with HR to handle discipline and performance issues
- Back up as needed with billing, scheduling of repairs and on call duties
- Spot check pricing and invoice reviewing daily
- Analyzing all quotes and invoices going out to customers
Scheduling Coordinator
Wright of North Carolina
01.2018 - 03.2019
- Standard clerical duties such as answering calls, managing appointments and filing
- Doing various spreadsheets for HR and corporate office
- Kept up with all employees attendance, no call/no shows, writing ups and speeding alerts
- Approved employees time sheets
- Recruited through various sites and selecting potential employees
- Contacted potential employees and setting up interviews
- Interviewing and hiring of employee
- Conducted the HR portion of orientation
- Going through all new hire paper work
- Going through all company procedures and policies during orientation
- Dispatched jobs to ensure placement of crews
- Answered all emergency calls at night and weekends to have crews at desired location in a timely manner
- Follow up to make sure jobs are complete or note job status
- Made sure jobs are complete through constant contact with crews and noted job status
- Followed up with customers and closed tickets through dispatching software.
Trucking Manager
Quality Commercial Structures, Pilot Mountain NC
05.2015 - 01.2018
- Oversaw trucking department, including it's assets and employees
- Negotiated freight hauling with other companies
- Found loads for fourteen trucks to and from various destinations
- Kept up with payment and maintenance records through quickbooks
- Analyzing bill of laden were accounted for
- All interviewing and hiring of truck drivers
- Drivers had to live up to company standards of dependability and professionalism
Veterinary Technician
Clemmons Veterinary Clinic
09.2009 - 02.2015
- Prepared animals for exams and surgery
- Included blood work and placement of IV catheters
- Collected and tested lab samples
- Lab samples included hematology, urinalysis and parasitology
- Took and developed X-rays
- X-rays were for trauma, broken bone evaluation and cancer
- Gave and followed detailed treatments
- Treatments included IV fluids, and medication
Program Director
The Little Gym
05.2008 - 08.2009
- Ensured standards of The Little Gym were upheld on a daily basis
- Summer session taught various classes
- Classes include basketball, karate and even a homework assistance class
- Oversaw instructors to ensure all company standards were upheld
- Managed Programs
- Provided great customer service and sold The Little Gym to new and existing customers
Education
Diploma - Supply Chain Management
Forsyth Technical Community College
Winston Salem, NCBachelor of Arts - Behavioral And Social Sciences
North Carolina Central University
Durham, NC12.2023
Skills
- Administrative Support
- Data Entry
- Logistics
- Customer Service
- Dispatching
- Trucking
- Supply Chain
- Veterinary Technician Experience
- ADDITIONAL INFORMATION
- Skills
- Reliable
- Strong verbal communication Calm under pressure Conflict resolution Analytical thinker
- People-oriented Strong attention to detail Quick learner Upbeat
- Personnel Training and Development
- Coaching and Training
- Customer Experience Management
- Effective Workflow Management
- Client Relations and Retention
- Exceptional Interpersonal Communication
- Leadership
- Skilled Trainer
- New Hire Training
- Performance Tracking and Evaluations
- Account Updates
- Clerical Support
- Issue Resolution
- Conflict Management
- Employee Scheduling
Timeline
Customer Service Manager
Logan Heating & Air INC
03.2019 - Current
Scheduling Coordinator
Wright of North Carolina
01.2018 - 03.2019
Trucking Manager
Quality Commercial Structures, Pilot Mountain NC
05.2015 - 01.2018
Veterinary Technician
Clemmons Veterinary Clinic
09.2009 - 02.2015
Program Director
The Little Gym
05.2008 - 08.2009
Diploma - Supply Chain Management
Forsyth Technical Community College
Bachelor of Arts - Behavioral And Social Sciences
North Carolina Central University
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