Robert Duckworth
Sears Virtual Repair
Magnolia,TX
Summary
Dedicated professional with a strong sense of accountability seeking a position with a reputable company. Committed to delivering exceptional customer service to both external and internal stakeholders. Interacts with individuals in a compassionate, courteous, and respectful manner.
Overview
22
22
years of professional experience
Work History
Virtual Repair Technician Texas Team Lead
Transformco
01.2022 - Current
- Review orders assigned in multiple queues daily to engage with clients/customers to avoid multiple trips and increase customer satisfaction
- Receive incoming phone/video calls from Field Technicians and B2B Client warm transfers
- Partner with the customer to diagnose the existing problem and order parts accordingly
- Add accurate notes to the service order to help the technician in the field and complete service first time around
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
In-Home Repair Technician Mentor and Trainer
Sears Home Services
12.2014 - 01.2022
- Provide timely, courteous, and knowledgeable repairs of customer's products
- Maintain high-quality customer service and care
- Meet and exceed key performance metrics and/or productivity and home warranty sales goals
- Offering Home warranty options and other Sears home services
- Collaborated with team members to complete complex repairs and improve overall service quality.
- Maintain truck stock inventory within the prescribed company guidelines and standards
- Follow the truck maintenance schedule and keep a clean, organized truck
- Maintained inventory of repair supplies and ordered parts.
- Utilized variety of tools and diagnostic equipment to complete repairs.
- Increased warranty and repair sales revenue by developing and implementing effective sales strategies.
Executive Meeting Sales Manager
Hilton Houston North
11.2010 - 05.2013
- Solicit new business and manage existing accounts
- Receive and respond to all customer inquiries, negotiate proposals, contracts, and rooming lists
- Manage events and meetings from the planning stage to completion
- Collaborated with culinary teams to design customized menus, meeting the specific needs of clients and guests.
- Create and negotiate contacts for meeting space and sleeping rooms.
- Plan all aspects of events and meeting and assure all contract requirements are met.
- Exceeded sales targets consistently, through strategic planning and execution of targeted sales initiatives.
- Maintain an active list of top accounts
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
Banquet Captain
Hyatt Regency Houston
01.2007 - 11.2010
- AM banquet Captain in charge of checking that all banquet and meeting rooms are correctly set and ready.
- Work with multiple departments to ensure that all contract requirements are met
- Make any corrections to ensure perfect service
- Meeting with every client pre event to review their needs and address any issues.
- Quality control of all F&B and equipment
- Ensured timely preparation of function spaces according to client specifications, providing them a hassle-free experience.
- Maintained clear communication channels between all departments involved in banquets and meetings contributing to successful event outcomes.
- Evaluated employee performance routinely through constructive feedback which contributed towards professional growth and development.
- Managed a staff of up to 50 servers
- Ensured compliance with safety regulations, maintaining a safe working environment for both staff and guests.
- Implemented creative solutions to accommodate last-minute requests or unforeseen challenges during events, ensuring client satisfaction at all times.
Assistant Department Head of Stewarding / Food and Beverage Supervisor
Hyatt Regency Bellevue
01.2004 - 01.2007
- Management of the Stewarding Department
- Scheduling, interviewing, training and development, employee evaluations, and documentation
- Ordering, ensuring food quality, training staff in workplace safety policies, and implemented procedures
- Worked with every department to produce excellent events and meetings
General Manager
Cucina Presto
02.2003 - 01.2007
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Scheduling, interviewing, training and development, employee evaluations, and documentation
- Ordering, ensuring food quality, training workplace safety policies, and implemented procedures
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Education
Associate of Science - Sales And Marketing
Bellevue College
Bellevue, WASkills
- Customer service
- Team building and leadership
- Effective workflow management
- Mechanical skills
- Active listening
- Data entry
- Critical thinking
- Problem-solving
- Customer focused
- Exceptional interpersonal communication
- Microsoft outlook, word, and Excel
References
Upon request
Timeline
Virtual Repair Technician Texas Team Lead
Transformco
01.2022 - Current
In-Home Repair Technician Mentor and Trainer
Sears Home Services
12.2014 - 01.2022
Executive Meeting Sales Manager
Hilton Houston North
11.2010 - 05.2013
Banquet Captain
Hyatt Regency Houston
01.2007 - 11.2010
Assistant Department Head of Stewarding / Food and Beverage Supervisor
Hyatt Regency Bellevue
01.2004 - 01.2007
General Manager
Cucina Presto
02.2003 - 01.2007
Associate of Science - Sales And Marketing
Bellevue College
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