Traci Brooks
Bakersfield,CA
Summary
Professional Service Supervisor adept at recruiting, interviewing and training new employees. Ambitious and ethical with outstanding organizational, communication and time management skills. Committed to developing a dynamic work area where each team member feels appreciated and valued. Specialties in customer service.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Service Supervisor
Cummins Sales and Service
Bakersfield, CA
06.2015 - 02.2024
- Developed and implemented departmental policies and procedures for efficient operations.
- Performed regular inspections of work areas to identify potential safety hazards.
- Analyzed customer feedback data to develop strategies for improving service levels.
- Conducted weekly meetings with team members to discuss goals and objectives.
- Maintained comprehensive records of employee attendance, performance reviews, and disciplinary actions taken.
- Resolved escalated customer issues in a timely manner while maintaining high satisfaction ratings.
- Identified training needs among staff members and provided appropriate coaching sessions.
- Provided guidance on best practices related to customer service processes.
- Recruited, interviewed, hired, evaluated, promoted, disciplined and terminated employees as needed.
- Built strong relationships with customers through effective communication skills.
- Established clear expectations for employees in terms of job duties and responsibilities.
- Reviewed financial statements regularly to ensure proper allocation of resources across the organization.
- Supervised team of 10 employees and delegated duties and responsibilities to each member.
- Aided onboarding team members with one-on-one training sessions.
- Addressed areas that needed improvement and observed team's performance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Reviewed and analyzed warranty claims to determine coverage eligibility.
Service Advisor
Valley Motor Cycle and Sports
Bakersfield, CA
05.2013 - 06.2015
- Greeted customers and addressed their needs in a professional manner.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Maintained records of customer interactions and transactions.
- Reviewed and processed customer warranty claims, ensuring accuracy of information and compliance with company policies.
- Verified customer eligibility for warranties through research and analysis of product purchase records.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
Purchase Agent/Back Counter Shipping and Receiving
Kern Machinery Inc.
Bakersfield, CA
06.2007 - 05.2013
- Reviewed purchase orders and identified discrepancies in quantities, prices, and shipping terms.
- Maintained relationships with existing suppliers to ensure continued business opportunities.
- Processed invoices for payment ensuring accuracy of information prior to submission for approval.
- Received incoming shipments, verifying quantity and quality of items against purchase orders.
- Maintained accurate records of all goods received and distributed in the warehouse.
- Ensured that stock was properly stored in designated areas according to safety regulations.
- Processed outbound shipments, including packing and labeling products for delivery.
- Prepared invoices for customers, ensuring accuracy prior to shipment.
Owner
Bakersfield Classic Truck Parts
Bakersfield, CA
06.2005 - 05.2007
- Managed daily operations of business, including hiring and training staff.
- Developed strategic plans to increase profitability and efficiency.
- Negotiated contracts with vendors and suppliers.
- Oversaw budgeting and financial management.
- Maintained relationships with existing clients by providing superior customer service.
- Organized events such as trade shows and conferences.
- Developed policies and procedures for the organization.
- Set pricing structures according to market analytics and emerging trends.
Line Supervisor
Home Depot
Bakersfield, CA
02.1996 - 06.2005
- Ensured all employees were trained in safety protocols and procedures.
- Monitored production flow for quality assurance purposes.
- Enforced company policies and procedures to maintain a safe working environment.
- Provided guidance, support, and direction to team members when needed.
- Organized workflow to meet daily production goals.
- Investigated customer complaints related to product quality or service delivery.
- Developed action plans for addressing any areas of concern or improvement opportunities.
- Communicated regularly with management regarding departmental needs or issues.
Assistant Manager
Burger King
Bakersfield, CA
03.1991 - 02.1996
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Developed a system for tracking inventory and ordering supplies as needed.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Delegated daily tasks to team members to optimize group productivity.
Education
High School Diploma -
Paso Robles High School
Paso Robles, CA06-1994
Skills
- Outstanding prioritization skills
- Service Order Flow
- Technical knowledge
- Management experience
- Supervisory role experience
- Employee engagement
- Complaint Handling
- Understanding of finances
- Emotional Intelligence
- Scheduling
- Product Knowledge
- Paperwork Processing
- Complaint resolution
- Information Security
- Conflict Resolution
- Active Listening
- Microsoft Office Suite
- Documentation
- Quality Control
- Client Relations
- Employee Relations
- Performance monitoring
- Talent management
Certification
- NFPA 70
- Leadership Conversations
- Protecting Employee Information
- Global Anti-Bribery
- Leading Customer Success
- Doing Business Ethically
- Careful Communication at work
- Classification and Protection of Data
- Live it. Lead it.
Languages
English
Professional
Timeline
Service Supervisor
Cummins Sales and Service
06.2015 - 02.2024
Service Advisor
Valley Motor Cycle and Sports
05.2013 - 06.2015
Purchase Agent/Back Counter Shipping and Receiving
Kern Machinery Inc.
06.2007 - 05.2013
Owner
Bakersfield Classic Truck Parts
06.2005 - 05.2007
Line Supervisor
Home Depot
02.1996 - 06.2005
Assistant Manager
Burger King
03.1991 - 02.1996
High School Diploma -
Paso Robles High School
Similar Profiles
Christopher ArchibaldChristopher Archibald
Health Safety and Environmental Technician at Cummins Sales and Service North AmericaHealth Safety and Environmental Technician at Cummins Sales and Service North America
Keith SimmsKeith Simms
Night shift team leader at Cummins Sales and ServiceNight shift team leader at Cummins Sales and Service
John HermanJohn Herman
Service Supervisor at Cummins Sales and ServiceService Supervisor at Cummins Sales and Service
Mitchell BorysMitchell Borys
In Shop Technician at Cummins Sales and ServiceIn Shop Technician at Cummins Sales and Service
Lyndsey BohmanLyndsey Bohman
Registered Veterinary Technician at VCA of BakersfieldRegistered Veterinary Technician at VCA of Bakersfield