Nicole Sanchez
Sparks
Summary
Dynamic Service Leader with a proven track record at Empire Equipment, enhancing team productivity through effective task delegation and emotional intelligence. Skilled in conflict resolution and team development, I foster a culture of continuous improvement, achieving high customer satisfaction and optimizing service order flow. Committed to mentoring and empowering staff for success.
Overview
19
19
years of professional experience
Work History
Service Leader
Empire Equipment
01.2025 - Current
- Increased team productivity by effectively delegating tasks and setting clear expectations.
- Evaluated team performance regularly, providing constructive feedback for continuous improvement.
- Assisted in recruitment to build team of top performers.
- Assisted in the recruitment process by interviewing candidates and making hiring recommendations based on skills fit and cultural alignment.
- Mentored junior team members to enhance their skills and contribute more effectively to projects.
- Conducted regular team meetings to review progress, address challenges, and maintain momentum towards achieving objectives.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
Service Supervisor
Empire Equipment
01.2023 - 01.2025
- Handled customer complaints and inquiries.
- Assisted with training and development of team members.
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
- Managed daily operations of the service department, maintaining a high level of organization and productivity.
- Monitored team's performance and gave feedback when necessary.
- Ensured all safety protocols were followed, resulting in a safe working environment for employees and customers alike.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Interceded between employees during arguments and diffused tense situations.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Conducted regular performance reviews for staff members, identifying areas for growth and providing constructive feedback.
- Fostered a culture of continuous improvement within the service team, encouraging open communication and collaborative problem-solving to overcome challenges.
Service Advisor
Empire Equipment
05.2006 - 01.2023
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Associate of Arts - Psychology
Truckee Meadows Community College
Reno, NV06-2023
Skills
- Complaint handling
- Task delegation
- Service order flow
- Emotional intelligence
- Scheduling expertise
- Employee engagement
- Active listening
- Relationship building
- Conflict resolution
- Team development
- Administrative support
- Computer proficiency
- Verbal and written communication
- Team collaboration
- Adaptability and flexibility
- Quality assurance controls
- Supervisory role experience
- Workforce planning
Timeline
Service Leader
Empire Equipment
01.2025 - Current
Service Supervisor
Empire Equipment
01.2023 - 01.2025
Service Advisor
Empire Equipment
05.2006 - 01.2023
Associate of Arts - Psychology
Truckee Meadows Community College
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