THOMAS HAYES
Easley,SC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Seasoned Service Manager bringing 33 years of Copier experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Trained on all models including the 15000c, as well as all apps available on Kyocera models.
Overview
36
36
years of professional experience
Work History
Service Manager
Major Business Machines
03.1990 - Current
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed customer loyalty programs to increase customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
Infantryman (11B), Radio Communications 31C
US Army Reserve
02.1987 - 02.1997
- Responded to emergencies with speed, efficiency, and knowledgeable assistance.
- Performed as fire team member during situational training exercises and infantry dismounted battle drills.
- Trained in use of tear gas, passive ordnance, and explosives.
- Led fire team during infantry dismounted battle drills and situational training exercises.
- Patrolled designated coverage areas and evaluated terrain for defensive use.
- Led basic reconnaissance operations and reported enemy movements to commanding officers.
- Constructed and camouflaged infantry positions and equipment to prevent detection.
- Utilized advanced tactics to engage and neutralize enemy combatants.
- Established defensive positions to protect against enemy forces.
- Maintained accurate documentation of messages transmitted and received.
- Identified and obtained bearings of signal sources through use of direction-finding procedures.
Education
Associate of Arts - Theology
Lee Uniersity
Cleveland TNSkills
- Job Assignments
- Staff Management
- Service and Parts Teams Management
- Technical Troubleshooting
- Overseeing Technicians
- Project Management
- Preventive Maintenance
- Quality Assurance
- Branch Management
- Verbal and Written Communication
- Task Delegation
- Maintenance Planning
- Technical Support
- Team Scheduling
- Critical Thinking
- Waste Control
- Time Management
- Office Administration
- Cost Estimates
- Customer Service Management
Timeline
Service Manager
Major Business Machines
03.1990 - Current
Infantryman (11B), Radio Communications 31C
US Army Reserve
02.1987 - 02.1997
Associate of Arts - Theology
Lee Uniersity
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