Terri Kurtiak
Altamonte Springs,FL
Summary
Highly motivated Service Manager with more than 5 years of experience in leading service teams and delivering exceptional customer care. Strong leadership and problem-solving skills have resulted in improved customer satisfaction, reduced complaints, and increased revenue. Authorized to work in the US for any employer
Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Track record of problem-solving and effective communication in high-pressure environments.
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
19
19
years of professional experience
Work History
HVAC Service Manager
ARS/Rescue Rooter
09.2024 - Current
- Create and manage budgets for service operations.
- Monitor expenses and check profitability.
- Develop and implement service standards and procedures.
- Confirm that materials and equipment are ordered for approved jobs.
- Manage and track service records, ensuring accurate documentation.
- Manage a team of both service technicians and service coordinators.
- Create service and maintenance schedules
- Review, edit and price service reports
- Review and approve weekly time cards
- Prepare new or renewal of maintenance agreements
- Comply with service standards, work instructions, and customers’ requirements.
Service Sales Executive
Stark Tech
11.2021 - 09.2024
- Managed a portfolio of key accounts, consistently achieving and surpassing quarterly and annual sales quotas by 20% on average.
- Led product presentations and demonstrations to potential clients, effectively showcasing features and benefits to drive conversions
- Traveled locally and across the country to present partnership opportunities, resulting in a 30% conversion rate for new partnerships.
- Persuaded multiple highly dissatisfied customers to re-evaluate company offerings, salvaged the relationships, and renewed contracts.
- Reviewed leads, networked, participated in planning and implementation, managed forecasts for national territory, supported field sales network
Service Manager
DynaFire
10.2017 - 11.2021
- Oversaw the development, implementation, and maintenance of policies and procedures within the department.
- Implemented a streamlined scheduling system, coordinating tasks and allocating resources efficiently.
- Implemented a maintenance program to identify and address potential service issues before they impacted clients.
- Encouraged team collaboration through various initiatives such as group meetings and brainstorming sessions.
- Resolved 90% of customer complaints within the first call, improving first-call resolution rates.
- Reduced down time on life safety systems.
Service Manager
Commercial Systems Group
10.2006 - 10.2017
- Led a team of twelve service technicians, coordinating their schedules and ensuring timely response to customer service requests.
- Increased sales to 1.6 million increasing annually.
- Sold, managed and executed all fire alarm repairs and replacements.
- Managed and scheduled all fire, security and access control work which includes service, inspections, new construction and renovation.
- Generated inside sales proposals from deficiencies which lead to increased billable sales year over year.
- Managed and serviced diverse customer base which included education, large healthcare facilities and government entities.
Education
Associate of Science - Business Administration And Management
Seminole State College of Florida
Sanford, FLSkills
- Construction management (4 years)
- Client relationship management
- Portfolio Management
- Industry-specific expertise
- Effective organizational skills
- Prioritization and scheduling
- Proficient in sales forecasting techniques
- Building control technologies
- Communication skills
- Sales experience
- Client account management
- Salesforce proficiency
- Effective presentation skills
- Technical service expertise
- Effective negotiation
- HVAC maintenance proficiency
- Construction documents (4 years)
- Budget management
- Understanding of mechanical systems
Timeline
HVAC Service Manager
ARS/Rescue Rooter
09.2024 - Current
Service Sales Executive
Stark Tech
11.2021 - 09.2024
Service Manager
DynaFire
10.2017 - 11.2021
Service Manager
Commercial Systems Group
10.2006 - 10.2017
Associate of Science - Business Administration And Management
Seminole State College of Florida
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