Dwayne Harley
Stockbridge,GA
Summary
Meticulous team leader and Maintenance Supervisor with over 20 years career experience. Detail-oriented Supervisor with excellent project management delegation and budgeting skills. Action-oriented with strong ability to communicate effectively with staff, management and tenants
Overview
25
25
years of professional experience
1
1
Certification
Work History
Service Manager
The Regency @ John Creek The Walk
Duluth, GA
02.2023 - Current
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Resolved customer complaints in a timely manner.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Created detailed reports on service activities for senior management review.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Trained new employees on the use of customer relationship management software systems.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Analyzed existing processes for potential cost savings initiatives.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Provided technical support for hardware and software issues experienced by customers.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Ensured compliance with applicable laws and regulations related to services provided.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Created standard operating procedures for all service functions.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Performed root cause analysis on recurring problems encountered by customers.
- Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Collaborated with customers to offer solutions to service needs.
- Adhered to customer service standards to foster satisfaction and retention.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Hired and trained service department staff to drive performance.
- Created employee work schedules to keep shifts properly staffed.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Pitched in to complete various duties during peak periods or employee absences.
- Motivated and supported employees to maintain low turnover.
- Created written estimates and obtained customer consent to proceed.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Monitored employee performance through key metrics analysis.
- Guided department employees on changes from management.
- Created annual department budget, aligning with organization's financial and operational objectives.
- Delegated work to staff, setting priorities and goals.
Service Manager
Eastwood Village Apartments
Stockbridge, GA
04.2020 - 02.2023
- Installed new systems, replacement parts and components to maintain proper operation.
- Completed basic carpentry tasks and installed shelves, hooks and closet rods to meet customer needs.
- Changed HVAC filters and cleaned condensation drains to perform preventive maintenance on HVAC systems.
- Responded to personnel queries and troubleshooting requests to provide repair services to improve operations.
- Replaced wall sockets, ran lines and completed basic carpentry to finish installations.
- Scheduled preventive maintenance programs to keep equipment in good working condition.
- Cleared clogged drains and replaced valves, faucets and fixtures.
- Read and interpreted equipment and work orders to properly perform required maintenance services.
- Operated hand and power tools to complete repairs.
- Maintained clear and safe workspace areas to meet OSHA standards.
Service Manager
Allen Temple Apts
Atlanta, GA
11.2019 - 04.2022
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Motivated and supported employees to maintain low turnover.
- Created employee work schedules to keep shifts properly staffed.
- Led staff meetings for team of 6 to communicate directives.
- Reviewed monthly financial results with partners to identify opportunities to improve profitability.
- Reviewed completed work to verify consistency, quality and conformance.
- Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
- Coordinated work of 6 employees by offering clear direction and motivational leadership.
- Delegated work to staff, setting priorities and goals.
- Created annual department budget, aligning with organization's financial and operational objectives.
- Guided department employees on changes from management.
- Adhered to customer service standards to foster satisfaction and retention.
Apartment Maintenance Supervisor
Bradford Gwinnett Apts. & Townhomes
Norcross, GA
08.2018 - 11.2019
- Handled routine cosmetic updates such as painting walls and replacing outdated fixtures.
- Completed minor electrical, plumbing and HVAC maintenance for building occupants.
- Changed HVAC filters and cleaned condensation drains to perform preventive maintenance on HVAC systems.
- Disassembled appliances to diagnose problems and facilitate repairs.
- Inspected alarm systems and monitors to comply with fire, carbon monoxide and other safety levels.
- Read work orders or received instructions from supervisors or homeowners to determine work requirements.
Apartment Service Manager
Veranda Knolls Apts | Norcross, Georgia
Norcross, GA
04.2017 - 08.2018
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Pitched in to complete various duties during peak periods or employee absences.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Guided department employees on changes from management.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Apartment Maintenance Supervisor
First Communities - University Oaks Apartments |
Athens, GA
03.2017 - 10.2017
- Handled routine cosmetic updates such as painting walls and replacing outdated fixtures.
- Completed minor electrical, plumbing and HVAC maintenance for building occupants.
- Completed basic carpentry tasks and installed shelves, hooks and closet rods to meet customer needs.
- Changed HVAC filters and cleaned condensation drains to perform preventive maintenance on HVAC systems.
- Monitored employee work levels and optimized performance with strategic approaches.
- Established and enforced clear safety policies to protect workers from injury.
Maintenance Services Manager
Pegasus Residential | Martinez Ga
Martinez, GA
04.2016 - 03.2017
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Motivated and supported employees to maintain low turnover.
- Reviewed completed work to verify consistency, quality and conformance.
- Directed schedule of weekly projects and anticipated timelines for milestones and completion dates.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Created annual department budget, aligning with organization's financial and operational objectives.
Apartment Maintenance Supervisor
The Greens on Washington
Augusta, GA
08.2007 - 09.2009
Ramblewoods Apts.
Empirian Property Management
Augusta, GA
07.2006 - 08.2008
Maintenance Technician
Spring House Apartments
Augusta, GA
09.2004 - 10.2005
The Groves Apartments
The Groves Apartments
Edgefield, SC
10.2003 - 10.2004
Apartment Maintenance Supervisor
Stonegate & QuialRun Apartments
Augusta, GA
12.2001 - 10.2003
Certified Maintenance Technician
Royal American Management, Inc.
Augusta, GA
12.1999 - 12.2001
Temporary Construction and Maintenance Worker
Tandem Staffing
Augusta, GA
08.1999 - 12.1999
Education
Certification - HVAC
Royal American Management Maintenance And Training
Panama City, FL05.2001
Certifcate -
PSI Technical School
New York, NY05.1990
High School Diploma -
Santa Cruz Academy
St. Croix USVI06.1988
Skills
- Computer Skills
- Skilled Maintenance and Repair
- Certified HVAC Technician
- Maintenance & Repair
- Planning & Organizing
- Reliable & Trustworthy
- Friendly, Positive Attitude
- People Skills
- Customer Service
- Supervision & Leadership
Certification
- HVAC, Royal American Management Maintenance and Training Center - 2001]
- Certified CPO
CPO Certified
- CPO Certified
Timeline
Service Manager
The Regency @ John Creek The Walk
02.2023 - Current
Service Manager
Eastwood Village Apartments
04.2020 - 02.2023
Service Manager
Allen Temple Apts
11.2019 - 04.2022
Apartment Maintenance Supervisor
Bradford Gwinnett Apts. & Townhomes
08.2018 - 11.2019
Apartment Service Manager
Veranda Knolls Apts | Norcross, Georgia
04.2017 - 08.2018
Apartment Maintenance Supervisor
First Communities - University Oaks Apartments |
03.2017 - 10.2017
Maintenance Services Manager
Pegasus Residential | Martinez Ga
04.2016 - 03.2017
Apartment Maintenance Supervisor
The Greens on Washington
08.2007 - 09.2009
Ramblewoods Apts.
Empirian Property Management
07.2006 - 08.2008
Maintenance Technician
Spring House Apartments
09.2004 - 10.2005
The Groves Apartments
The Groves Apartments
10.2003 - 10.2004
Apartment Maintenance Supervisor
Stonegate & QuialRun Apartments
12.2001 - 10.2003
Certified Maintenance Technician
Royal American Management, Inc.
12.1999 - 12.2001
Temporary Construction and Maintenance Worker
Tandem Staffing
08.1999 - 12.1999
Certification - HVAC
Royal American Management Maintenance And Training
Certifcate -
PSI Technical School
High School Diploma -
Santa Cruz Academy
- HVAC, Royal American Management Maintenance and Training Center - 2001]
- Certified CPO
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