Rafael Estrada
Auburndale
Summary
Results-driven Service Manager with proven expertise in optimizing workflows and enhancing customer satisfaction. Skilled in relationship management, quality control, and problem-solving. Committed to delivering high-quality service and operational excellence.
Overview
2
2
Languages
1
1
Certification
33
33
years of professional experience
Work History
Service Manager
Arts Golf Cars
Dundee
07.2021 - 05.2026
- Managed service operations for golf car maintenance and repairs, ensuring high-quality standards.
- Coordinated technician schedules and service appointments to enhance service delivery and customer experience.
- Implemented quality control measures that increased service reliability and boosted customer satisfaction ratings.
- Resolved customer inquiries and complaints promptly, maintaining professionalism throughout interactions.
- Facilitated communication between customers and technicians to ensure effective service alignment and resolve issues promptly.
- Trained staff on safety protocols and service procedures to enhance compliance and performance.
- Maintained accurate records of services performed, including resolution times and costs incurred.
- Conducted regular team meetings to address customer feedback, process improvements, and operational objectives.
General Manager of Operations
Carts R Russ
Lakeland
02.2015 - 04.2021
- Directed daily operations across multiple departments, ensuring adherence to established protocols.
- Implemented operational strategies to enhance workflow and boost team productivity.
- Analyzed operational processes to identify and recommend improvements for increased efficiency.
- Oversaw inventory management and stock levels to support efficient sales operations.
- Managed vendor relationships, ensuring timely supply of materials to support operational needs.
- Trained staff on best practices in operations management, enhancing skills for improved operational effectiveness.
- Monitored compliance with safety regulations and company policies consistently.
- Resolved escalated customer service issues promptly to maintain satisfaction.
Service Manager
Cartland of Lakeland
Lakeland
09.2011 - 12.2014
- Managed service operations for golf car maintenance and repairs, ensuring efficiency and quality.
- Coordinated technician schedules and service appointments to enhance service delivery.
- Resolved customer inquiries and complaints promptly, enhancing satisfaction ratings.
- Oversaw inventory management for parts and supplies, ensuring availability for timely service.
- Trained staff on safety protocols and service procedures to maintain compliance.
- Maintained accurate records of services performed and customer interactions for reporting purposes.
- Cultivated relationships with customers, vendors, and suppliers to reinforce collaboration.
Unit Director
Olivet Boys & Girls Club
Reading
11.1993 - 08.2010
- Led program development that increased youth engagement and participation.
- Managed staff training to improve service delivery and team collaboration.
- Oversaw daily operations to maintain a safe, supportive environment for members.
- Coordinated community outreach initiatives that raised awareness of club activities and resources.
- Fostered partnerships with local organizations to broaden program offerings and support.
- Implemented policies to ensure compliance with organizational standards.
- Organized team-building activities that improved morale among staff members.
- Prepared reports summarizing key performance indicators related to unit objectives.
School Counselor
Abraxas Alternative School
Reading
08.2006 - 06.2007
- Facilitated individualized counseling sessions, empowering students to overcome personal challenges.
- Developed and implemented tailored academic support programs, enhancing student engagement and achievement.
- Collaborated with teachers to create individualized education plans promoting student success.
- Conducted individualized counseling sessions for students facing personal challenges.
- Conducted group counseling sessions enhancing social skills and peer relationships.
- Assisted in crisis intervention, providing immediate support during emergencies.
- Identified at-risk students, providing targeted support to promote academic success and personal growth.
Education
High School Diploma -
Reading High School
Reading, PA05-1988
Skills
- Service operations management
- Quality control
- Field service management
- Technician scheduling
- Service record maintenance
- Customer engagement
- Complaint resolution
- Problem solving
- Performance tracking
- Safety protocols
- Service training
- Customer training
- Time management
- Record keeping
- Team leadership
- Team development
- Employee training
- Conflict resolution
- First aid
- Team leadership
Languages
English
Professional
Spanish
Limited
Certification
- Pastor at The Dwelling Place, Winter Haven
Timeline
Service Manager
Arts Golf Cars
07.2021 - 05.2026
General Manager of Operations
Carts R Russ
02.2015 - 04.2021
Service Manager
Cartland of Lakeland
09.2011 - 12.2014
School Counselor
Abraxas Alternative School
08.2006 - 06.2007
Unit Director
Olivet Boys & Girls Club
11.1993 - 08.2010
High School Diploma -
Reading High School