Priscilla Gama
Summary
Dedicated and results-oriented manager with years of experience leading high-performing teams and overseeing service delivery operations in the service industry. Proven track record of improving customer satisfaction, optimizing processes, and driving operational efficiencies. Adept at managing customer escalations, implementing service improvements, and fostering a positive team culture. Skilled in building strong relationships with clients, ensuring seamless service operations, and achieving key performance indicators (KPIs). Looking to leverage my expertise in team leadership and service management to contribute to the success of my employer.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Office Manager
Doggett Freightliner
10.2022 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Increased sales revenue by developing and implementing effective sales strategies.
- Provided exceptional customer service when addressing client inquiries or concerns.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Collaborated with management to develop company-wide safety policies, procedures, and guidelines.
- Inspected job sites and facilities to detect potential health hazards and put corrective measures immediately into effect.
Service Advisor
Velocity Truck Center
09.2019 - 10.2023
- 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.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Operations Manager
Code3RV
02.2015 - 09.2019
- Enhanced customer satisfaction by implementing efficient check-in and check-out procedures.
- Implemented preventative maintenance programs that extended the lifespan of facilities equipment while minimizing downtime due to breakdowns.
- Streamlined maintenance processes, ensuring timely completion of tasks and maintaining a clean, safe environment for guests.
- Increased RV rental occupancy rates by developing strategic marketing plans and promotional materials.
- Resolved guest concerns promptly and professionally, leading to positive reviews and repeat business.
- Assigned work to staff, set schedules, and motivated strong performance in key areas.
- Trained and supervised staff to consistently meet performance goals and customer service standards.
- Created and maintained detailed reports of daily, weekly and monthly operations.
- Restored customer loyalty by resolving complaints with workers, activities or services rendered.
Education
Bachelor of Arts - Philosophy
California State University, Fullerton
Fullerton, CASkills
- Team leadership
- Sales strategy
- Customer service
- Office organization
- Policy development
- Task delegation
- Communication skills
- Conflict resolution
- Event coordination
- Safety compliance
- Staff training
- Workflow optimization
Certification
Elite Support
DTNA
Proceed
Continuous Improvement
Change Management Team
Languages
Spanish
Native or Bilingual
Timeline
Service Office Manager
Doggett Freightliner
10.2022 - Current
Service Advisor
Velocity Truck Center
09.2019 - 10.2023
Operations Manager
Code3RV
02.2015 - 09.2019
Bachelor of Arts - Philosophy
California State University, Fullerton
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