Rachael Lynch-Gouveia

• Client sourcing, Onboarding, & Retention Management
• Quoting & Estimating Multi-Site Facility Management CMMS KPI/SLA Monitoring & Reporting Material Sourcing & Purchasing
• Supplier Management
• Compliance Management
• Marketing Management
• Project Management
• Software Implementation.

• Monitor gross profit & Margins
• KPI & SLA management
• Contract Management
• Parts & inventory
• Quoting & Estimating
• Invoicing

• New Client Onboarding & Retention
• Scheduling
• Budgeting
• Project Management
• Manage top customer accounts
• Vendor Relations Management

• Manage Service Department for eleven states
• Oversee repairs/ installations/ replacements for material handling and recycling equipment
• Monitor P&L to keep costs within budget
• Co-manage 30+ technicians & fleet
• Seek and obtain new business within existing & new customers
• Oversee special projects, PMs, warranty issues, & new installs
• Manage Sub-contractor relationships, performance, customer compliance, invoices, and profitability
• Review/ approve time sheets, payroll, on-call schedules, & PTO requests
• Improve parts usage, restock, inventory
• Resolve all billing discrepancies disputed by customers (Warranty issues, recalls)
• Increase staff retention by 25% through hiring new employees to balance workload and retraining existing employees
• Create & implement training documents to streamline processes
• Monitor customer SLA, KPI, & portals
• Implement API system with company’s ERP system to lessen administrative workload
• Manage assigned customer accounts (Publix, Target, Walmart, Sam’s Club, City FM)
• Review pre-bills for profit/loss opportunities in effort to maximize profits per call
• Interview, hire, onboard employees (Estimators, Dispatchers, technicians, billing, & parts)
• Maximize employee performance with effective training and close mentoring
• Create annual on call schedule for technicians & dispatchers
• Review routes to ensure coordination, time efficiency, and profitability were optimized
• Accept, create, dispatch, and update customer ETA for 50+ calls daily
• Maintain 98% compliance customer portal & IVR
• Met customer demands by tracking market changes and adapting strategies to match
• Implement previous customer account experience to assist company with meeting customer demands
• Review all open work orders, down machines, and respond to escalations daily
• Work with 3PL to transport equipment & parts.

• Coordinate service repairs and projects in North/ South Carolina, Virginia, and Georgia, and Florida (Jupiter - Key West)
• Collaborate closely with customers scheduling repairs, ensure contract requirements and SLAs were met, and all required documents provided for invoicing
• Maintain all customer KPI’s, IVR’s, and portals
• Maintain all open call volume within assigned territories
• Request onsite NTE approvals
• Maintain bid calendar/ follow up with Project Managers on bid status
• Request drawings
• Prepare/send submittals
• Manage COI’s / lien documents
• Prepare Technicians folders (drawings, product list, pick tickets)
• Manage A1A documents.

· Coordinate installs (Wall protection, lockers, bleachers, projection screens, mirrors, flag poles, toilet partitions, fire safety equipment, etc.). Projects involved hospitals, private businesses, schools, airports.

· Prepare projects as they came in from start to finish.

· Managed bid calendar.

· Follow up with Project Managers on bid status.

· Request drawings.

· Prepare/send submittals.

· Order final product.

· Request COI’s / liens.

· Prepare Technicians folders (drawings, product list, pick tickets, etc.)

· Manage A1A documents.

· Sent customers final paperwork upon completion.

• Project Management
• Technician Management
• Scheduling
• Procurement
• Payroll
• Invoicing
• Client Rentention
• Compliance