Summary
Overview
Work History
Education
Skills
Timeline
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Thomas Shrawder

California,MD

Summary

Dynamic Sales & Service Supervisor with a proven track record at RE Graves, enhancing customer satisfaction and loyalty. Expert in refrigeration/HVAC, with a knack for mentoring teams toward peak performance. Skilled in resolving complaints and leveraging sales experience to drive service excellence. Achieved significant process efficiency improvements through targeted training.

Overview

18
18
years of professional experience

Work History

Sales & Service Supervisor

RE Graves
03.2021 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Sales & Service Supervisor

Bennett Mechanical
01.2013 - 03.2021
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Kept accurate records to document customer service actions and discussions.
  • Took ownership of customer issues and followed problems through to resolution.

Sales & Service

Continental Services
04.2007 - 01.2013
  • Maintained up-to-date knowledge of products and services offered.
  • Evaluated departments to identify strengths and weaknesses in operations and service.
  • Troubleshot sales and service operations to increase profitability and bring positive organizational change.
  • Stayed current on company offerings and industry trends.
  • Contributed to event marketing, sales and brand promotion.

Education

Certificate of Technical Studies - HVAC

Lincoln Technical Institute
Capitol Heights
01-1988

Skills

  • Refrigeration/HVAC Licensed
  • Fitters Licensed
  • Geothermal Training/Experience
  • NATE Certified
  • Water Source Heat Pump Training/Experience
  • Service and Installation Experience Water Cooling Towers
  • Sales Experience/Training

Timeline

Sales & Service Supervisor

RE Graves
03.2021 - Current

Sales & Service Supervisor

Bennett Mechanical
01.2013 - 03.2021

Sales & Service

Continental Services
04.2007 - 01.2013

Certificate of Technical Studies - HVAC

Lincoln Technical Institute

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Thomas Shrawder