Paul Britto
Elkton,MD
Summary
Accomplished Service Manager at Graffen Business Systems, adept in operations management and strategic business planning. Demonstrated success in enhancing productivity by 20% through effective team building and process optimization. Skilled in conflict resolution and customer relations, ensuring high satisfaction levels and operational excellence.
Overview
43
43
years of professional experience
Work History
Service Manager
Graffen Business Systems
Conshohocken, PA
11.1999 - 09.2024
- Developed and implemented field service policies and procedures.
- Organized, directed, supervised and evaluated the work of assigned personnel.
- Resolved customer complaints regarding field service operations.
- Monitored inventory levels for spare parts and supplies for field service technicians.
- Scheduled preventative maintenance visits to ensure optimal performance of equipment in the field.
- Coordinated with technicians to provide timely repair services to customers.
- Trained new employees on company policies and procedures related to field service operations.
- Conducted performance reviews of all assigned personnel and provided feedback on areas needing improvement or additional training.
- Maintained records of completed repairs, including parts used, labor costs, time required and other information as needed.
- Managed daily activities of field service technicians by assigning tasks, monitoring progress and providing guidance when necessary.
- Utilized problem solving techniques to identify root causes of technical issues encountered in the field.
- Provided ongoing support to customers during installation process ensuring proper use of equipment being serviced.
- Reviewed customer contracts for accuracy prior to signing off on completion of job order.
- Identified trends in customer feedback that could be used to improve overall efficiency in operations.
- Investigated customer complaints related to quality control issues in the field.
- Ensured compliance with safety regulations while performing duties in the field.
- Developed strategies for improving customer satisfaction ratings within specified timeframe.
- Analyzed data collected from previous service calls to determine areas for improvement.
- Oversaw onsite and offsite maintenance, repair and installation jobs.
- Coordinated installation and technical support of equipment.
- Initiated process improvements to reduce cost of services.
- Increased productivity of field technicians by accurately delegating tasks to many employees.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Delegated work to staff, setting priorities and goals.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Assigned work and monitored performance of project personnel.
- Analyzed business performance data and forecasted business results for upper management.
- Proposed or approved modifications to project plans.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Produced thorough, accurate and timely reports of project activities.
- Reviewed completed work to verify consistency, quality, and conformance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Implemented quality control measures to uphold company standards.
Research and Development Engineer/Senior Quality Control Engineer
Laser Ink / Curtis Young
Cinnaminson, NJ
03.1993 - 11.1999
- Promoted high customer satisfaction by resolving problems.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Tested toner cartridges, ran life efficiency tests, and evaluated yield performance.
- Random production line inspections for quality.
- Created batch samples of incoming raw products to test for contamination or moisture.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Worked effectively in team environments to make the workplace more productive.
- Completed routine yield performance tests.
- Inspected and tested defective toner cartridge issues, and provided information to line managers to assist with job performance and provide solutions for areas of improvement.
Deli/Bakery Department Manager
Thriftway Supermarket
Aston, PA
01.1982 - 02.1993
- Developed and implemented strategies to improve customer service standards, ensure efficient operations, and maximize profits.
- Monitored inventory levels of ingredients, equipment, and supplies to maintain adequate stock while minimizing waste.
- Trained bakery staff on proper handling of food products, safety protocols, and customer service techniques.
- Maintained accurate records of sales data and financial transactions for the department.
- Organized weekly schedules for Department employees workloads and staffing needs.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Monitored quality control standards for all baked goods produced by the department.
- Enforced health code regulations regarding food storage and preparation.
- Conducted regular performance reviews with employees to assess progress and identify areas for improvement.
- Created monthly budgets for the deli, bakery department to help manage costs effectively.
- Inspected equipment regularly to ensure safe operation and compliance with applicable laws.
- Supervised daily production activities including baking, and service counter.
- Coordinated with other departments regarding product availability or pricing information.
- Provided guidance and support when needed during peak periods of production activity.
- Performed administrative tasks such as filing paperwork or creating reports related to the department's operations.
- Reviewed invoices from suppliers before authorizing payments ensuring accuracy of charges.
- Checked freshness of bakery goods and food in bakery, removing and disposing of stale or outdated items.
- Minimized cross-contamination and infection risks by consistently following safe food handling procedures.
- Implemented and executed merchandising programs to maintain and increase sales.
- Displayed freshly baked items, cupcakes, cookies and cinnamon rolls on counters and tables to entice passersby to visit and make purchases at bakery.
- Trained new deli and bakery employees.
- Scheduled employees to keep the deli bakery shifts well-staffed for peak times and holidays.
- Decorated cakes.
- Managed daily bakery operations, ensuring efficient workflow and high-quality product output.
- Analyzed sales data to identify trends, adjust offerings, and improve overall sales performance.
- Managed customer service, addressing complaints, and ensuring high satisfaction levels.
- Developed and maintained the bakery's product line, introducing new items and discontinuing underperforming ones.
- Managed the maintenance and repair of deli/bakery equipment to ensure operational efficiency and reduce downtime.
- Monitored financial performance, preparing budgets, and implementing cost-control measures to maximize profitability.
- Implemented quality control standards, conducting regular product and equipment inspections to ensure compliance.
- Led hiring, training, and supervising of deli/bakery staff, fostering a collaborative and productive work environment.
- Conducted performance evaluations for staff, identifying areas for improvement and providing constructive feedback.
- Oversaw inventory management, including ordering supplies and managing stock levels to meet production needs.
- Coordinated with vendors and suppliers to negotiate pricing, delivery schedules, and ensure the quality of ingredients.
- Collaborated with other managers and team leaders to align deli/bakery operations with overall business objectives.
- Coordinated deli/bakery production schedule to efficiently meet customer demands and special orders.
- Ensured adherence to health and safety regulations, maintaining a clean and safe working environment.
- Assigned work and monitored performance of project personnel.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Reviewed completed work to verify consistency, quality, and conformance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Implemented quality control measures to uphold company standards.
Education
High School Diploma -
St. James High School
Chester, PA06-1981
Skills
- Productivity monitoring
- Supply procurement
- Strategic business planning
- Culture development
- Hospitality and accommodation
- Program follow-up and assessment
- Reporting and documentation
- Waste control
- Coaching and mentorship
- Team scheduling
- Policy administration
- Team building
- Vendor Management
- Problem-solving aptitude
- Operations Management
- Plan projects
- Quality Control
- Multitasking Abilities
- Adaptability
- Process Optimization
- Time management abilities
- Schedule oversight
- Employee Training
- Performance reviewing
- Communication Skills
- Cross-functional team leadership
- Problem-solving abilities
- Performance Management
- Reliability
- Project Management
- Multitasking
- Conflict Resolution
- Customer Relations
- Crisis Management
- Professionalism
Affiliations
- Outdoors
- Boating
- Fishing
- Music
- Drumming
- Recording Studio Operator, Owner
- Live sound production
Accomplishments
- Certified by Konica Minolta Service Training
- Certified by Kyocera Service Training
- Certified by Copystar, Minolta, Service Training
- Certified by Xerox Service Training
Timeline
Service Manager
Graffen Business Systems
11.1999 - 09.2024
Research and Development Engineer/Senior Quality Control Engineer
Laser Ink / Curtis Young
03.1993 - 11.1999
Deli/Bakery Department Manager
Thriftway Supermarket
01.1982 - 02.1993
High School Diploma -
St. James High School
Similar Profiles
Matt WadeMatt Wade
Senior Account Executive at Centric Business Systems Inc. / UBEOSenior Account Executive at Centric Business Systems Inc. / UBEO
Jordan LorJordan Lor
Network Support Technician at Ameritech Business SystemsNetwork Support Technician at Ameritech Business Systems
Jared KleinJared Klein
Commercial Business Analyst at Heartland Business Systems, Inc.Commercial Business Analyst at Heartland Business Systems, Inc.
Michael T. MarraMichael T. Marra
Farm Assistant at Stepping Off RanchFarm Assistant at Stepping Off Ranch
Sean BarrettSean Barrett
Drafter at Linchpin SolutionsDrafter at Linchpin Solutions