Troy Wooten
Louisville
Summary
Results-driven service manager skilled in workflow optimization, customer relationship management, and budget management. Proven track record in enhancing service delivery and customer satisfaction.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Service Manager
Ascendance Truck Centers
Louisville
2025.10 - Current
- Managed daily operations and workflow of service department.
- Coordinated service schedules and technician assignments for efficiency.
- Oversaw customer service interactions, ensuring satisfaction and support.
- Implemented process improvements to enhance service delivery standards.
- Ensured proper maintenance of tools and equipment for safety compliance.
- Analyzed service reports to identify trends and areas for improvement.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Hired and trained service department staff to drive performance.
- Collaborated with customers to offer solutions to service needs.
- Created written estimates and obtained customer consent to proceed.
- Monitored employee performance through key metrics analysis.
- Ensured compliance with applicable laws and regulations related to services provided.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Coordinated with the warranty department to process claims and provide customer support.
- Analyzed competitive offerings to ensure the service department remained competitive.
- Prepared and managed the service department budget, optimizing expenses to increase profitability.
Service Advisor
Palmer Truck Centers
Louisville
2025.06 - 2025.10
- Guided customers through service inquiries and provided tailored vehicle maintenance recommendations.
- Coordinated service appointments and executed timely follow-up communications to enhance customer satisfaction.
- Resolved customer complaints effectively, ensuring positive experiences and retention.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Maintained accurate records of customer interactions and service history.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
Service Manager
Jack Cooper Transport Co
Louisville
2024.03 - 2025.01
- Directed daily operations of transportation services to enhance customer satisfaction.
- Coordinated scheduling and dispatching of drivers and vehicles to optimize service delivery.
- Coordinated maintenance and repairs to ensure fleet reliability.
- Addressed customer inquiries and resolved service-related issues promptly.
- Monitored compliance with industry regulations and company policies consistently.
- Led service staff to maintain high levels of customer satisfaction and adherence to company and union policies.
- Hired and trained service department staff to drive performance.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Prepared and managed the service department budget, optimizing expenses to increase profitability.
- Reviewed completed work to verify consistency, quality, and conformance.
Supervisor
Boyd Caterpillar
Louisville
2005.10 - 2024.03
- Supervised daily operations in heavy equipment service and maintenance.
- Trained and mentored staff on safety protocols and best practices.
- Coordinated workflow, ensuring timely completion of service requests to enhance operational effectiveness.
- Conducted regular equipment inspections to maintain safety standards.
- Implemented process improvements to enhance operational efficiency.
- Collaborated with management to align objectives with operational goals.
- Resolved customer complaints promptly, contributing to increased customer satisfaction and loyalty.
- Monitored employee productivity, delivering constructive feedback and coaching to improve performance.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
Education
High School Diploma -
Iroquois High School
Louisville, KY1982-06
Skills
- Service management
- Process improvement
- Customer relationship management
- Workflow optimization
- Budget management
- Fleet maintenance
Certification
- HVAC Certification
- Class A CDL
Timeline
Service Manager
Ascendance Truck Centers
2025.10 - Current
Service Advisor
Palmer Truck Centers
2025.06 - 2025.10
Service Manager
Jack Cooper Transport Co
2024.03 - 2025.01
Supervisor
Boyd Caterpillar
2005.10 - 2024.03
High School Diploma -
Iroquois High School