Robert Gault
Springville,UT
Summary
Dynamic Operations Manager with a proven track record at TotalTech Arizona, enhancing customer satisfaction through effective problem-solving and team leadership. Skilled in operations management and customer relationship management, I implemented quality assurance protocols and streamlined workflows, significantly improving service delivery and team productivity.
Overview
30
30
years of professional experience
Work History
Operations Manager, Service Technician
TotalTech Arizona
07.2018 - 11.2025
- Implemented customer feedback loops to enhance service offerings and improve overall satisfaction.
- Managed vendor contracts to maintain service quality while negotiating favorable terms for the company.
- Led training sessions that equipped staff with skills to elevate customer interactions and resolve issues effectively.
- Established quality assurance protocols to uphold service standards and enhance customer trust.
- Reviewed and refined existing policies to align with best practices in customer experience management.
- Identified and resolved operational bottlenecks, resulting in smoother workflows and improved team productivity.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Monitored team performance metrics to identify areas for development and ensure high-quality service delivery.
- Facilitated cross-departmental meetings to align objectives and improve operational workflows.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Service Technician
Citywide Plumbing
08.2008 - 06.2018
- Performed preventive maintenance on plumbing systems, ensuring optimal functionality and longevity.
- Executed field service repairs efficiently, minimizing downtime for customers.
- Conducted thorough system diagnostics to identify and resolve technical issues.
- Trained junior technicians on equipment handling and repair techniques.
- Managed inventory of tools and replacement parts to enhance service readiness.
- Maintained accurate documentation of all service activities and customer interactions.
- Responded to emergency service calls promptly, ensuring customer satisfaction.
- Utilized diagnostic tools to troubleshoot and repair plumbing systems effectively.
- Assisted customers in understanding service procedures and maintenance requirements.
- Advised customers on preventative measures to avoid future plumbing problems.
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
Service Technician
Scottsdale Plumbing
02.1996 - 08.2008
- Responded quickly to emergency maintenance requests for timely on-call support.
- Maintained a high level of professionalism in all interactions with clients, consistently receiving positive feedback for exceptional service.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Increased customer satisfaction by providing prompt and efficient on-site support for technical issues.
- Established positive customer relationships by providing punctual, cost-effective solutions.
- Discussed and recommended service options with customers and explained costs involved.
Education
Plumbing Apprenticeship - Plumbing
Associated Technical College
Riverside, CA02-1988
High School Diploma -
Alvord High School
Riverside, CA06-1985
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operations monitoring
- Operational efficiency
- Decision-making
- Employee relations and conflict resolution
- Staff management
- Management
- Project management
- Operations oversight
- Customer relationship management
- Inventory control
- Schedule management
- Organizational management
- Delegation
- Customer retention
Timeline
Operations Manager, Service Technician
TotalTech Arizona
07.2018 - 11.2025
Service Technician
Citywide Plumbing
08.2008 - 06.2018
Service Technician
Scottsdale Plumbing
02.1996 - 08.2008
Plumbing Apprenticeship - Plumbing
Associated Technical College
High School Diploma -
Alvord High School