Toby Marlow
Fort Worth,TX
Summary
Accomplished Office Manager with a proven track record at Servpro, enhancing operational efficiency and customer satisfaction. Expert in office administration and relationship building, successfully managed teams to exceed project completion goals. Demonstrated ability to maintain confidentiality and improve safety procedures, significantly boosting company morale and client retention.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Office Manager
Servpro
01.2021 - Current
- Managed office operations for a busy restoration company specializing in water and fire damage restoration.
- Handled scheduling, dispatching, and coordination of field technicians for timely project completion.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
- 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.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Service Manager
Terminix
01.2009 - 01.2021
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- 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.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
Education
No Degree - Business
Tarrant County College
Fort Worth, TXHigh School Diploma -
Glen Rose High School;
Glen Rose05.2005
Skills
- Customer Service
- Office Management
- Organizational Skills
- Office Administration
- Customer Relations
- Clear oral/written communication
- Scheduling and calendar management
- Relationship Building
- Scheduling Coordination
Certification
IICRC Water Restoration Technician
Timeline
Office Manager
Servpro
01.2021 - Current
Service Manager
Terminix
01.2009 - 01.2021
No Degree - Business
Tarrant County College
High School Diploma -
Glen Rose High School;
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