Sierra Mitchell
Pflugerville,TX
Summary
Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Overview
8
8
years of professional experience
Work History
Manager, Mechanical Sales Administration
ABC Home and Commercial Services
Austin, TX
03.2020 - Current
- Head of the Costco Partnership for the HVAC and Water Quality Sales Program for Austin, San Antonio, and College Station markets.
- Manage all Core HVAC, Plumbing, and Water Quality sales.
- Direct the Costco Brand Ambassador Program
- Manage the HVAC Maintenance program for all branches. (10,000 memberships)
- Utilize strong analytical and problem-solving skills to address operational issues.
- Mentor and train new employees on company policies and procedures, encouraging confidence and helping individuals adapt faster to job roles
- Assigned, prioritized, and delegated tasks and responsibilities to departmental employees and supervisors.
- Communicate plans and actions to meet departmental goals.
- Counsel and disciplined employees, work performance, and create performance improvement plans
- Oversee multiple projects simultaneously and ensure tasks are efficiently completed.
- Develop personal growth opportunities, empowering employees to produce results and meet goals.
- Analyzed and resolved quality and customer service issues, recommending standard operating procedure improvements
- Liaised regularly with upper management to ensure alignment of goals and objectives
Advantage Maintenance HVAC Coordinator
ABC Home and Commercial Services
Austin, TX
03.2017 - 03.2020
- Conducted regular staff meetings to foster effective communication and performance
- Monitored team productivity and performance to support goals
- Delegated tasks, freeing up time to focus on higher-value activities
- Offered constructive feedback to team members, boosting overall job performance
- Assessed marketing potential of new and existing Costco store locations, considered statistics and expenditures
- Oversaw personnel to maintain adequate staffing and minimize overtime
- Reviewed monthly financial results with partners to identify opportunities to improve profitability
- Developed sales team through motivation, counseling and product knowledge education
- Developed and implemented appropriate plans to resolve unfavorable trends and enhance sales
- Managed sales team to consistently achieve growth and hit sales targets
- Led and directed team members on effective methods, operations and procedures
- Conducted quality, timely performance feedback and performance appraisals
- Monitored customer preferences to determine focus of sales efforts
- Addressed and resolved client or customer inquiries to foster superior standards of service
- Provided guidance and mentorship for junior-level staff members
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement
- Promote and retain the HVAC maintenance customer base for Austin, College Station, San Antonio and Corpus Christi markets
- Provide excellent customer service to ensure the customers received the best service from start to finish
- Help organize our commercial accounts and ensure that records are kept in order
- Assist with day-to-day operations, specifically with the dispatch team and HVAC technicians
- Promote contest for maintenance contract growth.
Mechanical Customer Service Representative
ABC Home and Commercial Services
Austin, TX
10.2015 - 03.2017
- Developed the program from 2,000 members to 9,000 in the span of eight years
- Assist with new acquisitions and conversions
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Logged details of customer service calls in computer system following correct protocols
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- Developed strong customer relationships and loyalty through effective communication
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Updated and maintained database with accurate customer information and timely data entry
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Followed up with customers regarding product functionality and overall satisfaction
- Met daily customer service quotas with a focus on quality
- Remained open to feedback from supervisor and peers to build and improve skills set
- Assisted with training and mentoring new team members
- Provided account information to customers and explained bill service policies and customer rights.
Education
University Of Houston
12.2014
Skills
- Data Analytics
- Excellent Communication Skills
- Operational Efficiency
- Administration Management
- Professional Development
- Customer Relationship Management
- Team Recruiting and Onboarding
- Sales Program Coordination
- Policy Implementation
- Marketing
Timeline
Manager, Mechanical Sales Administration
ABC Home and Commercial Services
03.2020 - Current
Advantage Maintenance HVAC Coordinator
ABC Home and Commercial Services
03.2017 - 03.2020
Mechanical Customer Service Representative
ABC Home and Commercial Services
10.2015 - 03.2017
University Of Houston
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