Tommy Bass
FORSYTH,GA
Summary
Customer-oriented, strategic-thinking Service Sales Professional with over 20 years of experience in building relationships, negotiating customer contracts, retaining top accounts and growing profits. Multi-tasking and self-motivated leader with expertise on hiring and developing talent, persuasively introducing products, inventory control, exceptional customer relations, retention, and territory development. Looking for a new sales-oriented role where hard work and dedication will be highly valued.
Overview
31
31
years of professional experience
Work History
Service Manager
Cintas Corporation
Macon, GA
12.2014 - Current
- Developed strong customer relationships to drive customer satisfaction and revenue growth through customer goodwill visits.
- Assumed ownership of customers issues and followed problems through to resolution with competitive urgency.
- Assumed ownership over team productivity and manage work flow to meet or exceed quality service goals.
- Helped devise measures to maintain and increase Cintas' success in delivering world class customer service.
- Responsible for hiring, training, developing, and managing the overall performance of a 21 member team including Service Supervisors, Service Sales Reps, Loaders, Check-in Partners, and Safety Partners.
- Conducted performance reviews and provided constructive feedback to staff members.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Mentored and trained team members to be successful and develop the skills necessary for advancement.
- Developed schedules and routes to maximize customer service, improve service, and reduce labor cost.
- Defined department objectives and monitored performance.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Maintained current knowledge of product and service changes.
- Helped increase existing customer base through add ons.
- Maintained fleet
- Negotiated service prices
Service Supervisor
Cintas Corporation
Macon, GA
12.2012 - 12.2014
- Led team of S.S.R.'s and kept them positive and motivated.
- Investigated and resolved customer inquiries and complaints in an empathetic and timely manner.
- Met all customer call guidelines including service levels, handle time, and productivity.
- Managed work flow to exceed quality service goals.
- Effective liaison between S.S.R.'s and management departments.
- Rode with S.S.R. team to build rapport and help train on safety procedures and company policies.
- Represented Cintas in a courteous and professional manner.
Service Sales Representative
Cintas Corporation
Macon, GA
06.2002 - 12.2014
- Loaded truck with all product going out on daily route.
- Delivered uniforms, towels, and other goods to designated stores.
- Processed catalog sales and any additional orders obtained from route.
- Handled all size changes or upgrades to customer orders.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Handled customer contract renewals and solicitations of new customers.
- Topped rating lists in Southeast for direct sales and least delinquent renewals.
Service Manager
Pioneer Machinery
Macon, GA
11.2000 - 06.2002
- Investigated and resolved customer inquiries and complaints in an empathetic and timely manner.
- Met all customer call guidelines including service levels, handle time, and productivity.
- Solved unresolved customer issues.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Trained staff on safety procedures and company services.
- Routed field mechanics to customer locations for repairs on machinery.
- Assigned work orders for shop mechanics and kept up with labor hours and parts used for designated jobs.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Warranty Administrator
Pioneer Machinery
Macon, GA
11.1993 - 12.2000
- Investigated and resolved customer inquiries and complaints in an empathetic and timely manner.
- Adhered to all confidentiality requirements at all times.
- Effective liaison between customers and internal departments.
- Filed warranty and service work bills for various vendors.
- Shipped faulty warranty parts back to vendors for proof of repairs.
- Cataloged sale dates of all equipment for warranty coverage.
- Negotiated warranty coverage with vendors for faulty equipment.
Education
Pioneer Machinery
Cintas
Skills
- Excellent communication skills
- Strong work ethic and dependability
- Adherence to a strong competitive urgency
- Service-driven sales
- Persuasive negotiations
- Inventory management
- Rapport and relationship building
- Product knowledge
- Established track record of exceptional sales results
- Effective problem solver
Accomplishments
- Successfully planned and executed location meetings, lunches, and special events for over 20 employees.
- Maintained extremely low employee turnover through motivation, leadership, and employee support.
- Improved customer retention by 10% from previous leadership. Maintains lowest loss business percentage in the Southeast Group.
- Successfully integrated new Legacy G&K partners. Researched, calmed, and rapidly resolved client conflicts to prevent loss of key accounts.
- Provided thousands of sold sale leads to sales partners.
- Scored 94.6% on Annual Fleet Audit (Highest percent in Southeast Group for FY' 2024).
- Top 5 Peak Performer in Southeast Group FY'16-18, Top 10 consistently.
- Increased volume by 110% from FY'14.
- Location received OAA for consecutive years
- First in Southeast Group in multiple Add contests.
- Scored 98% on most recent Safety Audit.
- Maintained lowest 12 month out contact percent in Southeast Group.
- Took on a struggling team and cut renewals in half within the first year.
References
- Tom Cato- General Manager at Cintas- Vidalia, GA- 912-537-9500
- Rusty Mosley- Cintas-Vidalia, GA-912-537-9500
- Josh Hicks- Cintas-Vidalia/Albany, GA-314-479-8725
Timeline
Service Manager
Cintas Corporation
12.2014 - Current
Service Supervisor
Cintas Corporation
12.2012 - 12.2014
Service Sales Representative
Cintas Corporation
06.2002 - 12.2014
Service Manager
Pioneer Machinery
11.2000 - 06.2002
Warranty Administrator
Pioneer Machinery
11.1993 - 12.2000
Pioneer Machinery
Cintas
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