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
Gilbert, AZ
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
Tempe, AZ
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
Scottsdale, AZ
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