Roddy Pratt
Muskogee,OK
Summary
At Clayton Homes Corporate Office, I excelled as a Service Manager/Project Manager/Mentor Teacher, significantly enhancing customer satisfaction through expert problem-solving and robust team leadership. Leveraging skills in technical troubleshooting and employee training, I led initiatives that streamlined service delivery and fostered a culture of continuous improvement, markedly boosting client loyalty and operational efficiency. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
Work History
Service Manager/Project Manager/Mentor Teacher
Clayton Homes Corporate Office
Muskogee, OK
09.2019 - Current
- 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.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Met with customers to discuss service needs and develop effective and practical solutions.
- 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.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Implemented customer feedback system to gather insights and identify areas for service improvement.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Education
GED -
Muskogee High School
Muskogee, OK05.1986
Skills
Positive Attitude
Team Leadership
Multitasking and Organization
Problem-Solving
Customer Service
Critical Thinking
Reliable and Responsible
Employee Training and Development
Customer Service Management
Time Management
Conflict Resolution
Goal-Oriented
Workflow Management
Team Collaboration and Leadership
Trustworthy and Honest
Employee Relations
Quality Assurance
Documentation And Reporting
Crew Leadership
Service Scheduling
Operational Efficiency
Work Planning and Prioritization
New Employee Hiring
Policy and Procedure Enforcement
Service Documentation
Technical Troubleshooting
Continuous Improvement
Service and Parts Teams Management
Additional Information
Over 35 years experience in construction, I have performed
Reading Blueprints
Heavy Equipment
Dirt work
Concrete
Framing (wood/steel)
Electrical
Plumbing
HVAC
Framing
Insulation
Millwork
Roofing ( composition/metal
Timeline
Service Manager/Project Manager/Mentor Teacher
Clayton Homes Corporate Office
09.2019 - Current
GED -
Muskogee High School