Work History
Summary
Overview
Education
Skills
Timeline
Generic

Robby Walters

Florence,MS

Work History

Service Manager

E&R Diesel
11.2025 - Current
  • Managed inventory levels, ensuring availability of equipment and parts for timely repairs.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Implemented inventory management systems to reduce costs and increase efficiency in the service department.
  • Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
  • Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
  • Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
  • Implemented customer feedback system to gather insights and identify areas for service improvement.
  • Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.

Service Manager

Deep South Equipment
09.2023 - 11.2025
  • Manage the day to day operations of the service department , including P&L and all logistics. Over 36 employees including field and shop techs and office support staff. Have exceeded budget expectations every month since I have been there. Over all the hiring and termination of office and techs. Problem solver.
  • Oversaw daily operations to ensure efficient service delivery and customer satisfaction.
  • Implemented training programs for staff to enhance product knowledge and service techniques.
  • Developed and maintained strong relationships with clients, fostering loyalty and repeat business.
  • Analyzed service processes to identify areas for improvement and implement strategic changes.
  • Collaborated with cross-functional teams to streamline operations and improve service offerings.
  • Resolved customer complaints effectively, enhancing overall customer experience and retention rates.
  • Conducted performance evaluations, providing feedback and coaching to team members for professional growth.
  • Resolved customer complaints in professional and timely manner.
  • Met with customers to discuss service needs and offer available solutions.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Monitored service staff performance and provided feedback for improvement.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.

Service Advisor

Tri-State Truck Center
10.2013 - 09.2023
  • Responsible for opening and closing of business when needed (key holder)
  • Maintain customer accounts
  • Solicit new business
  • Billing of local and national accounts
  • Collect on past due accounts
  • Retrieve purchase order numbers or alternative payment plans from both local and national customers
  • Billing of leasing and new truck invoices
  • Advise customers of warranties when applicable
  • Answer telephones and handle customer transactions
  • Create repair orders on vehicles in service line
  • Answer questions from customer walk-ins
  • Perform diagnostics and start case files on vehicles before entering shop
  • Create all estimates and secure approvals
  • Make sure front counter is operating smoothly
  • Make sure information transitions smoothly from front to back to ensure proper repair is done
  • Assisted customers in identifying service needs and recommending appropriate solutions
  • Coordinated service appointments, ensuring efficient scheduling of technician resources
  • Provided detailed explanations of repair services and maintenance recommendations to clients
  • Maintained accurate records of customer interactions and service history in management software
  • Collaborated with technicians to address technical inquiries and resolve customer concerns promptly
  • Trained new team members on customer service protocols and operational procedures
  • 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.
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.

Customer Service Representative

Tire Centers, Inc. LLC
01.2005 - 12.2013
  • Responsible for opening and closing of business. (key holder)
  • Maintained customer accounts.
  • Maintained inventory.
  • Logistics - shipping and receiving of merchandise.
  • Delivered merchandise and solicited new business.
  • Answered telephones and handled customer transactions.
  • Collected on past due accounts.
  • Maintained specialized database programs relating to customer accounts.
  • Maintained company vehicles.
  • Organized route systems for delivery drivers.
  • Assisted customers with inquiries, providing timely and accurate information on products and services.
  • Resolved customer complaints efficiently, enhancing overall satisfaction and retention rates.
  • Processed orders and returns using company software, ensuring accuracy in transactions.

Operations Manager

American Tire Distributors
02.2003 - 08.2005
  • Responsible for opening and closing of business. (key holder)
  • Maintained inventory.
  • Logistics - shipping and receiving of merchandise.
  • Delivered merchandise and solicited new business.
  • Answered telephones and handled customer transactions.
  • Personally installed localized bin locator system for warehouse.
  • Organized route systems for delivery drivers using GPS software.
  • Maintained company vehicles.
  • Supervised a team of ten employees.
  • Evaluated route systems for profitability.
  • (formerly known as Heafner Tire Group)
  • Streamlined inventory management processes to enhance operational efficiency.
  • Coordinated cross-departmental communication to optimize workflow and reduce delays.
  • Implemented safety protocols, ensuring compliance with industry standards and regulations.
  • Trained staff on best practices for tire handling and customer service techniques.
  • Developed training programs that increased employee productivity and service quality.
  • Oversaw daily operations, ensuring alignment with organizational goals and objectives.
  • Led initiatives to enhance customer satisfaction through improved service delivery standards.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

Warehouse Manager

American Tire Distributors Holdings
01.2000 - 12.2003
  • Maintained inventory.
  • Logistics - shipping and receiving of merchandise.
  • Delivered merchandise and solicited new business.
  • Maintained company vehicles.
  • Supervised a team of ten employees.
  • Oversaw daily warehouse operations, ensuring efficient workflow and adherence to safety protocols.
  • Managed inventory control systems, optimizing stock levels and reducing discrepancies.

Delivery Driver

01.1995 - 12.2000
  • Delivered merchandise and solicited new business.

Warehouse Worker

01.1994 - 12.1995
  • Shipped and received merchandise.
  • Maintained warehouse cleanliness.

Crew Leader

Hale Construction
01.1988 - 12.1994
  • Supervised foundation crew.
  • Supervised framing crew.
  • General carpentry work.

Carpenter’s Apprentice

01.1988 - 12.1992
  • General carpentry and learning of the trade.

Summary

Dynamic Service Manager with a robust background in optimizing operational processes and driving efficiency improvements. Proven leader in managing cross-functional teams to achieve project milestones while streamlining workflows. Expertise in strategic planning and problem-solving fosters a culture of continuous improvement and operational excellence. Committed to delivering high-quality results that enhance service delivery and drive organizational success.

Overview

39
39
years of professional experience

Education

High School Diploma -

Florence High School
Florence, MS

Skills

  • Excellent written and verbal communication skills
  • Able to handle a number of tasks
  • Highly professional attitude
  • Basic knowledge of MS Office 2003 and extensive use of the Internet and specialized database programs
  • Careful attention to details
  • Excellent Data Entry and Typing skills
  • Auto Estimating
  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Operations monitoring

Timeline

Service Manager

E&R Diesel
11.2025 - Current

Service Manager

Deep South Equipment
09.2023 - 11.2025

Service Advisor

Tri-State Truck Center
10.2013 - 09.2023

Customer Service Representative

Tire Centers, Inc. LLC
01.2005 - 12.2013

Operations Manager

American Tire Distributors
02.2003 - 08.2005

Warehouse Manager

American Tire Distributors Holdings
01.2000 - 12.2003

Delivery Driver

01.1995 - 12.2000

Warehouse Worker

01.1994 - 12.1995

Crew Leader

Hale Construction
01.1988 - 12.1994

Carpenter’s Apprentice

01.1988 - 12.1992

High School Diploma -

Florence High School

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