Summary
Overview
Work History
Skills
Accomplishments
Certification
Timeline
Generic

Alan Johnson

Medina,TN

Summary

Results-driven service management professional with proven ability to drive operational success and foster client relationships. Known for collaborative approach and results-oriented mindset. Skilled in strategic planning and team leadership, consistently adapting to changing business needs and ensuring reliable service delivery.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Sr. Service Manager

Trugreen LLC
10.2018 - Current
  • Oversee all aspects of branch operations, including a team of 7-10 cross-functional lawn care specialists, ensuring the timely and high-quality delivery of services that consistently exceed customer expectations.
  • Mentor and provide leadership within the team of service managers, fostering a collaborative environment to achieve branch goals and improve overall performance.
  • Leads daily morning meetings, communicating critical metrics, route challenges, and daily priorities to the service team.
  • Drive a culture of safety by monitoring all safety training programs, conducting monthly safety discussions, and ensuring strict compliance with company policies and state/federal regulations.
  • Manages and assists in every part of the Talent Life Cycle for associates located within the branch including recruiting, selection, training, coaching, performance management, retention, and separation.
  • Collaborates with the Market General Manager to develop monthly production plans and prepare weekly and annual financial projections to meet operational targets.
  • Acts as the primary point of contact for multiple departments, including Sales, HR, and Safety, to ensure seamless branch operations.
  • Develops and implements procedures to evaluate service quality, resulting in a significant reduction in customer complaints and improved retention.
  • Ensures all Department of Transportation (DOT) compliance standards are met, including vehicle inspections, driver qualifications, and fleet maintenance.
  • Maintain accurate chemical and inventory reports, implementing strict controls to prevent waste and theft.
  • Coordinates information sharing between customers, field technicians, and management to resolve service issues promptly.
  • Monitors and reviews associate work for accuracy and efficiency, providing coaching and feedback to improve performance.
  • Ensure all operational equipment is properly maintained and in good working order.

Service Manager

Trugreen LLC
04.2014 - 09.2018
  • Managed and developed a team of 35-45 service specialists and trainees, implementing effective coaching strategies that improved performance and reduced customer cancellations.
  • Spearheaded the recruitment, interviewing, and selection process for service personnel, building a high-performing team that consistently met and exceeded production and sales goals.
  • Evaluated the quality of service provided to customers, developing and enforcing new procedures that significantly minimized customer complaints and improved overall satisfaction.
  • Planned and conducted comprehensive training programs for new hires and existing staff on customer service skills, technical procedures, and safety policies.
  • Supervised a team of technicians, ensuring a positive and collaborative work environment that promoted teamwork and maintained high morale.
  • Examined associate work for accuracy and adherence to company best practices, providing constructive feedback to improve quality and efficiency.
  • Determined work procedures and created efficient work schedules, expediting workflow by coordinating communication between customers and field technicians.
  • Prepared and presented composite reports from subordinate data, leading daily and weekly management meetings to review performance and strategize for future success.
  • Ensured a safe working environment for all associates through ongoing safety training and strict adherence to company and DOT policies.
  • Maintained all Department of Transportation (DOT) Pre/Post Trip Inspection and Driver Qualification files, verifying that all associates held current and required licensing.

Commercial Specialist/Residential Lawn Specialist

Trugreen LLC
06.2010 - 03.2014
  • Applied fertilizers and other products to lawns according to customer program, safety procedures, and label instructions. Cares for sod plants grass seeds as needed.
  • Evaluated and diagnosed lawn problems. Resolved service issues accordingly.
  • Efficiently managed schedule (by keeping “In-Branch” time to 30 minutes or less in the morning and 45 minutes or less in the afternoon, by working within route analysis specifications, by timely responses to customer instructions and requests for telephone and in-person service calls, etc.).
  • Sold, cross-sold, or up-sold Full Program Equivalent services or otherwise generates sales to current customers through contact on route.
  • Effectively communicated via handwritten customer notes, Tru-Trak, production reports, new sales and customer invoice forms, daily vehicle inspection report, and cancel/skip notices daily as required.
  • Performed a daily three-minute, 360-degree inspection of truck and equipment before taking the vehicle out on the road and upon return. Maintains vehicle and equipment through cleanliness, safety, and general maintenance.
  • Measured the lawn of potential customers to provide them with an accurate cost of TruGreen’s lawn care service.
  • Drove company vehicle to commercial customer location.
  • Assisted in maintaining facility cleanliness. filled vehicle tanks with TruGreen product. operated heavy equipment in the aeration, seeding, fertilizing, etc. of lawns.

Skills

  • Customer service excellence
  • Operational efficiency management
  • Risk mitigation strategies
  • Incident management
  • Service delivery management
  • Employee engagement
  • Multitasking and organization
  • Goal oriented
  • Workplace safety
  • Team leadership
  • Coaching and mentoring

Accomplishments

    2019 Service Manager Steering Committee

    2017-2023 Club Safe

    Grown our Google Star rating to a 4.8

    Lead the South Central Region in NPS

    Maintain a top 5 Service Rate in the Region

Certification

TN- HLT and WEC License, C03, C06, and C08

MS- HCPL, HCWL, and MBFL

AR- Commercial applicator -License oprerator Cat 4

CPR/AED Trained

OSHA 10 hr Certified

Timeline

Sr. Service Manager

Trugreen LLC
10.2018 - Current

Service Manager

Trugreen LLC
04.2014 - 09.2018

Commercial Specialist/Residential Lawn Specialist

Trugreen LLC
06.2010 - 03.2014

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Alan Johnson