- Martial Arts
- Gardening
- Video Gaming
Troy Caster
Tualatin,OR
Summary
Results-driven Service Director offering proven history of achievement during 15-year career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Director
River City Boat Sales and Marine Service
04.2009 - 11.2024
- Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
- Implemented training programs for staff development, enhancing skills and knowledge for improved overall performance.
- Improved customer satisfaction by implementing efficient service processes and streamlining communication channels.
- Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and a fast-paced environment.
- Organized and detail-oriented with a strong work ethic.
- Spearheaded initiatives to increase customer loyalty through exceptional service experiences, driving repeat business and positive word-of-mouth referrals.
- Ensured compliance with industry regulations and standards, maintaining a safe working environment for staff and customers alike.
- Resolved escalated client issues promptly and effectively by leveraging strong interpersonal skills and sound judgment in decision making processes.
- Forged strong partnerships with external stakeholders as well as maintained healthy relations with clients.
- Provided leadership, guidance and support to staff members.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
Service Manager
Freeman Motor Company
11.2004 - 04.2009
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Established team priorities, maintained schedules and monitored performance.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
Education
General Studies
Portland Community College
Portland, ORSkills
- Team leadership
- Training and mentoring
- Operations management
- Strategic planning
- Customer relationship management
- Appointment coordination
- Staff supervision
- Problem-solving abilities
- Multitasking
- Reliability
- Troubleshooting
Certification
- First Aid Certification
- Forklift Certification
- Oregon marine board certified
Interests
Timeline
Service Director
River City Boat Sales and Marine Service
04.2009 - 11.2024
Service Manager
Freeman Motor Company
11.2004 - 04.2009
- First Aid Certification
- Forklift Certification
- Oregon marine board certified
General Studies
Portland Community College
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