Robert Casey
Aurora,CO
Summary
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Overview
31
31
years of professional experience
Work History
Service Manager
Terminix-Denver
01.2022 - Current
- Remain in constant contact with route technicians to communicate client issues and resolutions that may affect servicing deadlines
- Consistently ensure facility and staff complies with organizational and safety standards
- Delegate daily procedures and work schedules to expedite the workflow of service personnel
- Proficiently analyze finished work for accuracy, neatness, quality, and compliance with policies and procedures
- Review daily reports to ensure KPI's are being met and develop ways to improve metrics that are falling behind
- Cultivate a positive workplace environment conducive to staff morale, satisfaction, and teamwork
- Develop incentive programs to incentives employees to go above and beyond to exceed standard performance and expectations
- Produce in-depth composite reports based on subordinate performance and progress
- Conduct performance evaluations of service quality and employees to determine areas of improvement for reducing customer complaints
- Offer the necessary resources and training for new hires to succeed in meeting procedural, efficiency, and policy regulations in the field
Service Manager
Terminix-Arkansas
01.2021 - 01.2022
- Remote Manager
- Remain in constant contact with route technicians to communicate client issues and resolutions that may affect servicing deadlines
- Delegate daily procedures and work schedules to expedite the workflow of service personnel
- Proficiently analyze finished work for accuracy, neatness, quality, and compliance with policies and procedures
- Cultivate a positive workplace environment conducive to staff morale, satisfaction, and teamwork
- Produce in-depth composite reports based on subordinate performance and progress
- Conduct performance evaluations of service quality and employees to determine areas of improvement for reducing customer complaints
Field Manager
Terminix
01.2016 - 01.2021
- Effectively recruit, interview, and select highly qualified talent that meets position requirements and demands
- Remain in constant contact with route technicians to communicate client issues and resolutions that may affect servicing deadlines
- Consistently ensure facility and maintenance staff complies with organizational, safety, sanitation standards
- Delegate daily procedures and work schedules to expedite the workflow of service personnel
- Proficiently analyze finished work for accuracy, neatness, quality, and compliance with policies and procedures
- Cultivate a positive workplace environment conducive to staff morale, satisfaction, and teamwork
- Produce in-depth composite reports based on subordinate performance and progress
- Conduct performance evaluations of service quality and employees to determine areas of improvement for reducing customer complaints
- Offer the necessary resources and training for new hires to succeed in meeting procedural, efficiency, and policy regulations in the field
Operations Manager
AirServ
01.2011 - 01.2015
- Thoroughly interviewed candidates to ensure they met service position requirements and objectives
- Kept lines of communication open with route technicians to discuss repair and collection progress
- Displayed a friendly and professional demeanor when addressing customer service-related issues
- Maintained the cleanliness and organization of the facility in adherence to company policies
- Strategically coordinated, planned, and managed work schedules to maximize staff productivity and workflow
- Regularly reviewed employee work for accuracy, quality, and conformance to policies and procedures
- Oversaw that allocated resources, materials, and equipment was being efficiency and effectively used by staff
- Produced staff morale initiatives to improve retention, relations, and on-going efficiency
- Generated thorough reports that addressed team performance, quality of service, and growth opportunities
- Administered disciplinary actions to underperforming staff when necessary
- Worked collaboratively with managers to determine improvements for reducing customer cancellations
Operations Manager
TruGreen ChemLawn
01.2004 - 01.2010
- Hand-selected employees to meet service efficiency and customer service goals
- Coordinated on-going training opportunities to assist service staff with strengthening their customer service and technical skills
- Delivered outstanding customer service by quickly greeting clients, determining their needs, and addressing their concerns or inquiries
- Re-organized the facility to optimize operational productivity and efficiency
- Proactively identified and addressed repairs for the company's fleet
- Prioritized daily operations to meet company policies and procedures
- Maintained updated and accurate Department of Transportation files, records, and documents
- Guaranteed employees were up-to-date on current licensing requirements as required by company policy, state regulations, and federal laws
- Actively assisted the Manager with performing lawn care and establishing an annual branch budget
- Enforced high-quality customer service, resolution, and relationship-building standards to secure repeat business opportunities
- Productively managed staff relations to encourage their efficiency, morale, and satisfaction
Field Manager
TruGreen ChemLawn
01.2002 - 01.2004
Field Supervisor
TruGreen ChemLawn
01.2000 - 01.2002
Sales Representative / Route Manager / Tree Shrub Specialist
TruGreen ChemLawn
01.1994 - 01.2000
Sales Representative / Route Manager
Emerald Lawn
01.1994
Education
Bachelor of Science - Recreation Management
Missouri Valley College
Marshall, MOElectronics I & II -
Marshall VoTech
Skills
- Strategic Planning
- Policy Development
- Financial Support
- Team Building
- Training
- Workflow Prioritization
- Expense Management
- Budgeting
- Client Relations
- Staff Relations
- Regulatory Compliance
- Performance Evaluations
- Records Management
- Process Improvements
- Systems Implementation
- Culture development
- Customer satisfaction measurement
- Upselling
- Strategic business planning
- After-sales support
Keyareasofexpertise
- Strategic Planning / Analysis
- Policy / Procedure Dev.
- Financial Support
- Team Building / Training
- Workflow Prioritization
- Expense / Budget
- Client / Staff Relations
- Regulatory Compliance
- Performance Evaluations
- Records Management
- Process Improvements
- Systems Implementation
Educationandprofessionaldevelopment
- Bachelor of Science in Recreation Management, Missouri Valley College
- Electronics I & II, Marshall VoTech
Profileofqualifications
- Motivating, hands-on leader with 20+ years of experience building and managing high-performance teams
- Proven ability of producing comprehensive strategic, contingency, and improvement plans to streamline processes and enhance operational preparedness
- Strategically prioritize, coordinate, and manage multiple projects to optimize productivity and achieve critical performance goals in cost reductions, staff efficiency, and customer satisfaction
- Dynamic communication and interpersonal relation skills with a continual commitment to cultivating strong relations, motivating teams, and aligning all daily operations with long-term company objectives
Timeline
Service Manager
Terminix-Denver
01.2022 - Current
Service Manager
Terminix-Arkansas
01.2021 - 01.2022
Field Manager
Terminix
01.2016 - 01.2021
Operations Manager
AirServ
01.2011 - 01.2015
Operations Manager
TruGreen ChemLawn
01.2004 - 01.2010
Field Manager
TruGreen ChemLawn
01.2002 - 01.2004
Field Supervisor
TruGreen ChemLawn
01.2000 - 01.2002
Sales Representative / Route Manager / Tree Shrub Specialist
TruGreen ChemLawn
01.1994 - 01.2000
Sales Representative / Route Manager
Emerald Lawn
01.1994
Electronics I & II -
Marshall VoTech
Bachelor of Science - Recreation Management
Missouri Valley College
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