Ralph Nunez Jr
San Jose,CA
Summary
Goal-driven Service Manager offering over 10 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Constractor Services Manager
Home Depot
San Jose, CA
06.2013 - Current
- Resolved conflicts between customers and staff members in a professional manner.
- Conducted regular meetings with staff to review customer feedback and discuss strategies for improving service levels.
- Developed training programs for employees on best practices in customer service delivery.
- Provided guidance to team members on handling complex customer service issues.
- Analyzed performance metrics to identify trends and recommend process improvements.
- Maintained an up-to-date knowledge of industry trends related to customer service delivery.
- Assisted in recruiting new staff members for the services department.
- Monitored customer feedback surveys, identified areas for improvement, and developed action plans to address gaps in customer service.
- Reviewed incoming requests from customers, assigned tasks accordingly, and tracked progress until completion.
- Created reports detailing key performance indicators such as call volume, first contact resolution rate, average handle time.
- Managed vendor relationships related to the services department operations.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Motivated and supported employees to maintain low turnover.
- Created written estimates and obtained customer consent to proceed.
Education
GED -
De Anza College
Cupertino, CASkills
- Technical Knowledge
- Service Delivery
- Business Analysis
- Sales Support
- Staff Development
- Operations Management
- Strategic Business Planning
- Conflict Resolution
- Relationship Building
- Project Planning
- Fluent in Spanish
- Staff Supervision
- Performance Evaluations
- Estimating and Quoting
- Goal Setting
- Inventory Management
- Workplace Safety
- Heavy Equipment Operation
- Staff Management
- Forecasting
- Vendor Sourcing
- Critical Thinking
- KPI Monitoring
- Program Follow-Up and Assessment
- Time Management
Accomplishments
- Sales over One Million dollars award
- Pro Performance recognition
- All Star Award 3 years in a row
Languages
English
Full Professional
Spanish
Full Professional
Certification
- Certified in using a Ballymore
Timeline
Constractor Services Manager
Home Depot
06.2013 - Current
GED -
De Anza College
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