Computer networking
Richard Thomas
Service Manager
Tucson,AZ
Summary
Seasoned Service Manager bringing 23 years of detention and correctional experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Highly motivated Service Manager with 23 years of Detention experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
24
24
years of professional experience
Work History
East Coast Service Manager
Cornerstone Detention Products
Garner, NC
01.2023 - Current
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers 27 to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Hired over 10 persons, trained and supervised team of service staff members to meet business goals.
- Implemented strategies to increase customer service satisfaction ratings.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Resolved customer complaints in professional and timely manner.
- Monitored service staff performance and provided feedback for improvement.
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets 27 and allocated resources to maximize productivity and profitability.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Demonstrated strong organizational and time management skills while managing over 20 projects
- Demonstrated strong organizational and time management skills while managing multiple projects
- Exercised leadership capabilities by successfully motivating and inspiring others
- Worked well in team setting, providing support and guidance
- Learned and adapted quickly to new technology and software applications
- Resolved problems, improved operations and provided exceptional service
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Demonstrated high level of initiative and creativity while tackling difficult tasks
- Provided professional services and support in dynamic work environment
- Skilled at working independently and collaboratively in team environment
- Acted as team leader in group projects, delegating tasks and providing feedback
- Proven ability to learn quickly and adapt to new situations
- Worked effectively in fast-paced environments
- Developed strong communication and organizational skills through working on group projects
- Identified issues, analyzed information and provided solutions to problems
- Organized and detail-oriented with strong work ethic
- Applied effective time management techniques to meet tight deadlines
- Self-motivated, with strong sense of personal responsibility
- Gained strong leadership skills by managing projects from start to finish
- Developed and maintained courteous and effective working relationships
- Worked flexible hours across night, weekend and holiday shifts
AZ Service Manager
Norment Security/Cornerstone Detention Products
Chandler, AZ
01.2014 - 01.2022
- Managed client relationships and customer service objectives with extensive experience in service and sales for Arizona Department of Corrections and reporting responsibilities to Southwest General Manager
- Demonstrated leadership in areas of quality customer service for internal and external customers
- Resourceful and detail oriented, with extensive experience in customer care relationships, contract management, conflict resolution, documentation of procedures and creating reports
- Directly responsible for multi-million dollar maintenance contract, deliverables include high percentage systemic up-time, timely delivery of on-call support, and ongoing staff development
- Accountable team of 9 direct reports engaged in operational maintenance support across 8 complexes in Arizona region
- Carefully screened statewide new hire applicants, completing interviews and personnel reviews
- Enhanced team communication and troubleshooting agility through development and implementation of real time Tech-notes system
- Develop and prepare service and sales proposals between client and vendors
- Conceptualized and implemented team building workshops driving greater team cohesion and camaraderie
- Deliver contractual reporting documenting audit of maintenance operations and accountability
- Proficient in Excel, Word, PowerPoint, and Windows Operating Systems
- Supervised employee performance, preventive maintenance, and safety.
- Planned scheduled maintenance outages as part of preventive maintenance program.
- Delegated tasks to carefully selected employees in alignment with resource management goals.
- Established and documented protocols for preventive maintenance procedures, decreasing equipment issues, and reducing downtime.
- Prepared and reviewed maintenance contracts with external service providers to offer mutually binding agreements.
- Created and submitted detailed reports to highlight maintenance activities and equipment performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Supervisor
Norment Security Group
Chandler, AZ
07.1999 - 07.2014
- Developed and maintained positive client partnership to ensure exemplary customer satisfaction
- Drove 50% decrease in maintenance contract work orders and emergency call out requests by improving preventive maintenance processes and delivering enhanced client staff training, resulting in reduced system degradation and deeper client level of overall product knowledge
- Demonstrated leadership capability via direct supervision of employees and scheduling of tasks by delegating work responsibilities amongst team members and ensuring efficient utilization of resources
- Implemented collaborative work order system between company and client to ensure daily work orders were checked and fulfilled on daily basis
- Developed and administered team call rotation schedules resulting in ability to consistently exceed on call emergency response times
- Coordinated local area repair projects involving technicians, engineers, construction crews, and customer quality assurance teams
- Organized weekly meetings with team to discuss and resolve issues, ensure client calls and inquiries were expediently addressed and identify suggestions for continual process improvement
- Increased technician accountability via tracking and random review of preventive maintenance
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
- Conducted routine inspections to check quality and compliance with established specifications.
- Solicited customer feedback to identify and improve on areas of weakness.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Created and managed project plans, timelines and budgets.
Education
Continue courses for professional growthInterests Computer Networking and Assembling, Computer Programming -
Pima Community College
05.2001 - 2004.05
Skills
Strategic business planning
Accomplishments
- Real-estate
- Southwest Microwave Micronet Fence Protection System
- Southwest Microwave Line of Sight Microwaves
- Senstar Omnitrax Buried Cable Installation & Service
- Senstar Sentrax Buried Cable System Service
- CompTIA A+
- Supervised team of 10 staff members.
Interests
Chess
Outdoors
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
East Coast Service Manager
Cornerstone Detention Products
01.2023 - Current
AZ Service Manager
Norment Security/Cornerstone Detention Products
01.2014 - 01.2022
Continue courses for professional growthInterests Computer Networking and Assembling, Computer Programming -
Pima Community College
05.2001 - 2004.05
Supervisor
Norment Security Group
07.1999 - 07.2014
Minatare painting
I have a passion for being creative and relaxing painting miniatures
Miniature painting
Painting miniatures for relaxing and inspiration.
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