Teri Kayden Caggiano
Schenectady,NY
Summary
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Service Manager
Majestic Pools and Spas
5 Apple Meadow Road, Hudson, NY 12534
06.2025 - Current
- Streamlined service processes, resulting in improved response times and reduced service delays.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Supervised daily operations, ensuring high-quality service delivery and customer satisfaction.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
Service Manager
Cypress Pools and Spas
115 Wade Road, Latham, Ny 12110
06.2023 - 06.2025
- Supervised daily operations, ensuring high-quality service delivery and customer satisfaction.
- Developed and implemented training programs for staff, enhancing team efficiency and productivity.
- Tripled business revenue in the Service Department with over 200% growth.
- Implemented a new computer system which took the company from using paper to using a computer for all orders. This streamlined service processes, resulting in improved response times and reduced service delays.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Fostered strong relationships with clients, addressing concerns and providing tailored solutions to enhance loyalty.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
Dispatcher-Plumbing Dept
Crisafulli
09.2022 - 06.2023
- Responsible for the set-up of the daily plumbing board.
- Calling customers for follow up service and before appointments.
- Managing the board in Service Management.
- Making sure that the correct calls go to the correct technicians in order to drive revenue & also make sense geographically.
- Make sure that proper documentation is uploaded to customers’ accounts before allowing the technician to go to the next customer.
Customer Account Administrator
Suburban Propane
12.2019 - 09.2022
- Answer phones & help all customers with anything they need
- Dispatch service techs
- Training of office employees
- Help walk-in customers, collect payments & make outbound sales calls
Assistant Manager
Extra Space Storage
06.2018 - 02.2019
- Rent storage rooms
- Sell products
- Handle auctioning of rooms
- Handle deposits & paperwork
- Handle customer complaints
Armed Turret Guard
Loomis Armored Car Company
04.2018 - 06.2018
- Drive armored car
- Keep track of all required paperwork for the vehicle
- Watch for anything out of place, make sure that the messenger is always safe
Office Manager
Combined Energy Services
02.1994 - 03.2018
- Managed a staff of between 30-40 employees at 5 different locations.
- Hired office personnel and was also in charge of training, discipline and firing.
- Handled new employee paperwork and OSHA requirements.
- Produced an Employee Handbook for the company from scratch and came up with new policies and procedures as we evolved.
- Handled all cash that came from all locations & made sure that all deposits were correct and were deposited in a timely manner. Also held all the company credit cards as well as petty cash.
- Handled all customer complaints in a timely, efficient manner while keeping a cool & level head, including complaints from agencies such as the BBB.
- Constantly coming up with ways to make the facility run more efficiently.
- Handled all orders for office supplies and company needs.
- Was the go-to person whenever there was an issue at any of the offices.
- Was familiar with all products that we sold at the Welding Supply Division, Pool Supply Division, Fuel Oil, Propane & Kerosene Division.
- Performed Month End Closings
- Worked directly with printing companies to come up with new mailers, marketing and cross selling ideas for the company.
- Back up for dispatching, posting, knew everyone’s jobs.
Education
Associate degree -
Sullivan County Community College
Loch Sheldrake, NY01-1990
Regents Diploma - undefined
Tri-Valley High School
Neversink, NY01-1987
Skills
- Over 30 Years of Management Experience
- Trustworthy with established capability to maintain high regard for the importance of confidential and sensitive information
- Adept at developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve efficiency, and achieve organizational objectives
- Highly focused and results-oriented in supporting complex, deadline-driven operations; able to identify goals and priorities and resolve issues in initial stages
- Proficient in Microsoft Office 2003, 2007 and 2010 Word and Excel Experience and/or training in Microsoft Windows, Windows XP, Procap, FDMS, Cargas, Outlook, Sage, Service Management, Pool Brain, various search engines, and One-Note Type at least 65 wpm with great accuracy Also operate a Standard Function Calculator without looking at the keys quickly and efficiently
- Experience in how to positively motivate staff
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Experienced in OSHA Requirements
- Experienced in keeping a cool head when dealing with dissatisfied customers, cordially and courteously
- Experienced in creating & updating policies and procedures including but not limited to creating an entire Employee Handbook & Procedure Manual
- Reliable, detail-oriented, and extremely hard-working person-one who will demonstrate a high standard of professionalism in a busy office
Certification
Various Certifications in dealing with conflict and complaints
Various Certifications in Service, Customer Service and Management
Timeline
Service Manager
Majestic Pools and Spas
06.2025 - Current
Service Manager
Cypress Pools and Spas
06.2023 - 06.2025
Dispatcher-Plumbing Dept
Crisafulli
09.2022 - 06.2023
Customer Account Administrator
Suburban Propane
12.2019 - 09.2022
Assistant Manager
Extra Space Storage
06.2018 - 02.2019
Armed Turret Guard
Loomis Armored Car Company
04.2018 - 06.2018
Office Manager
Combined Energy Services
02.1994 - 03.2018
Regents Diploma - undefined
Tri-Valley High School
Associate degree -
Sullivan County Community College