PATRICK ENCINO
San Antonio, Texas,United States Of America
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. 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
11
11
years of professional experience
Work History
South Texas Service Manager
ITW FEG Hobart Service
08.2023 - 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.
- Hired, trained and supervised team of service staff members to meet business goals.
- 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.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- 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.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Championed energy efficiency initiatives within the organization, leading to reduced operating costs without sacrificing quality of service.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Director of Facilities
Cushman & Wakefield
03.2022 - Current
- Maintained Client Relationship
- Scheduled, directed and supervised external contractors in maintenance and upkeep of 147 buildings.
- Enhanced facility efficiency by implementing cost-saving measures and streamlining operations.
- Collaborated with architects, engineers, contractors, and project managers to optimize building functionality during new construction projects.
- Developed training programs to enhance employee competencies and improve overall job performance.
- Coordinated employee onboarding for operational and support staff.
- Cooperated with company leadership and collaborated on projects of mutual interest to multiple levels of organizational leadership.
- Prepared reports and schedules with accuracy.
- Developed and oversaw budgets for facilities and worked within cost restraints.
- Participated in strategic planning through evaluation of needs and support of steps necessary for completion.
- Implemented trainings and maintained documentation for staff certifications.
- Oversaw annual budget to handle supply, labor and maintenance needs.
- Reviewed and oversaw construction and renovation projects.
- Operated with multiple competing deadlines and interests, confidently managing variables simultaneously.
- Created and implemented operational policies, processes and procedures to keep facilities running smoothly.
- Negotiated contracts with vendors to obtain favorable and cost-effective terms and conditions.
- Established and maintained relationships with external vendors for prompt restocking of needed items and supplies.
- Oversaw building automation system and monitored HVAC, security and audio-visual systems, maintaining functionality of equipment.
- Assessed building design and accessibility to inform others of updates to existing infrastructure while maintaining ADA compliance.
Regional Facilities Manager
Related Managment
02.2018 - 03.2022
- Established and maintained relationships with external vendors for prompt restocking of needed items and supplies.
- Tracked and documented operational and financial records to perform analysis of performance and costs.
- Evaluated facility operations and personnel for safety and health regulations compliance.
- Conducted inspections of facility grounds, external structure, systems and equipment.
- Ordered, maintained and distributed supplies and inventory.
- Supervised staff of 42 in day-to-day activities.
- Oversaw annual budget to handle supply, labor and maintenance needs.
- Conducted quarterly inspections of facility grounds, external structure, systems, and equipment.
- Prepared reports and schedules with accuracy.
- Led facility management staff and consultants in producing business plan that focused on facility operations.
- Reviewed and oversaw construction and renovation projects.
- Developed and oversaw budgets for facilities and worked within cost restraints.
- Maintained facility grounds, equipment and safety compliance.
- Managed security and access control by overseeing surveillance camera, alarm and card access systems for facility safety and security.
- Oversaw finances and made recommendations to reach or exceed budget in unforeseen circumstances.
Lead Installer/Service Manager
John Wayne Service Company
05.2016 - 02.2018
- Launched quality assurance practices for each phase of development
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Defined clear targets and objectives and communicated to other team members.
- Monitored inventory levels and placed orders to replenish stock.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Analyzed service reports to identify areas of improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Resolved customer complaints in professional and timely manner.
- Monitored service staff performance and provided feedback for improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Maintenance Technician
Oso Verde Apartments Home
08.2013 - 10.2016
- Operated varied hand and power tools to complete repairs.
- Replaced worn or broken parts on machines and equipment.
- Monitored and documented work performance in maintenance logs in compliance with company guidelines.
- Continuously adhered to strict regulations as well as detailed instructions, guidelines and specifications.
- Installed new locks, door handles, and door closers.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
Education
MBA - Business And Finance
Baylor University
Waco, TX12.2022
BBA - Business Administration
Baylor University
Waco, TX05.2017
Skills
- Certifications and Licenses
- Budget
- HVAC
- Logistics
- Materials
- Payroll
- Plumbing
- Quality
- Recruiting
- Safety
- Technician
- Troubleshoot
- Task Prioritization
- Special Projects
- Facility Workflow
- Pneumatic Systems
- Service Calls
- Daily Workflows
- Infrastructure Updates
- Daily Facility Operations
- Ada Compliance
- System Updates
- Customer Satisfaction
- Change Management Process
- Contractual Obligations
- Project Deadlines
- Detailed Instruction
- Project Requirements
- Mechanical Systems
- Team Leadership
- Multitasking and Organization
- Customer Service
- Critical Thinking
- Reliable and Responsible
- Employee Training and Development
- Customer Service Management
- Conflict Resolution
- Workflow Management
- Team Collaboration and Leadership
- KPI Monitoring
Timeline
South Texas Service Manager
ITW FEG Hobart Service
08.2023 - Current
Director of Facilities
Cushman & Wakefield
03.2022 - Current
Regional Facilities Manager
Related Managment
02.2018 - 03.2022
Lead Installer/Service Manager
John Wayne Service Company
05.2016 - 02.2018
Maintenance Technician
Oso Verde Apartments Home
08.2013 - 10.2016
MBA - Business And Finance
Baylor University
BBA - Business Administration
Baylor University
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