Rodney Richardson
East Stroudsburg,PA
Summary
Dynamic Service Manager with a proven track record at Dtiii, excelling in customer service management and team leadership. Enhanced operational efficiency through process improvements, achieving significant reductions in service response times. Skilled in employee training and development, fostering a culture of continuous improvement and high-quality service delivery.
Overview
25
25
years of professional experience
Work History
Service Manager
Dtiii
04.2022 - Current
- Directed daily operations, ensuring seamless service delivery and customer satisfaction.
- Implemented process improvements, enhancing efficiency and reducing service response times.
- Mentored team members, fostering skills development and improving overall performance.
- Analyzed customer feedback to identify trends and drive service enhancements.
- Coordinated cross-functional teams to resolve complex service issues effectively.
- Developed training materials, equipping staff with essential knowledge for optimal service execution.
- Oversaw inventory management, ensuring availability of necessary supplies for uninterrupted operations.
- Established key performance indicators to monitor service quality and operational effectiveness.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
Senior Technician
Kyocera
02.2001 - 04.2022
- Directed daily operations, ensuring seamless service delivery and customer satisfaction.
- Implemented process improvements, enhancing efficiency and reducing service response times.
- Mentored team members, fostering skills development and improving overall performance.
- Analyzed customer feedback to identify trends and drive service enhancements.
- Coordinated cross-functional teams to resolve complex service issues effectively.
- Developed training materials, equipping staff with essential knowledge for optimal service execution.
- Oversaw inventory management, ensuring availability of necessary supplies for uninterrupted operations.
- Established key performance indicators to monitor service quality and operational effectiveness.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
Education
High School Diploma -
John F Kennedy
Paterson, NJSkills
- 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
- Quality assurance
- Employee supervision
- Outgoing and energetic
- Service scheduling
- New employee hiring
- Quality control
- Rapport building
- Technical support
- Preventive Maintenance
- Relationship building
- Analytical thinking
- Culture development
Timeline
Service Manager
Dtiii
04.2022 - Current
Senior Technician
Kyocera
02.2001 - 04.2022
High School Diploma -
John F Kennedy