William Futrell
Cayuga,NY
Summary
Dedicated professional with extensive experience in service management. Known for strong problem-solving and time management skills, contributing to enhanced customer experiences and operational efficiency.
Overview
8
8
years of professional experience
Work History
Service Manager
Performance Harley Davidson
Syracuse, NY
06.2023 - Current
- Oversaw service department operations, ensuring high-quality customer experiences and satisfaction.
- Managed scheduling and workflow for technicians, optimizing service delivery and efficiency.
- Developed training programs for new staff, enhancing team capabilities and service standards.
- Implemented inventory management practices, reducing downtime and improving parts availability.
- Analyzed customer feedback to identify improvement areas, leading to enhanced service protocols.
- Led initiatives to streamline repair processes, resulting in faster turnaround times for customers.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
Owner
Futrell Firearms
Cayuga, NY
10.2021 - Current
- Managed daily operations and inventory control for firearms retail and gunsmithing services.
- Developed and implemented marketing strategies to enhance brand visibility and customer engagement.
- Oversaw compliance with federal, state, and local firearm regulations to ensure lawful business practices.
- Trained and mentored staff on customer service excellence and product knowledge.
Building Maintenance Technician
CNY CENTRO
Syracuse, NY
02.2018 - 06.2023
- Conducted routine inspections of building systems to identify maintenance needs and ensure operational efficiency.
- Performed repairs on HVAC, plumbing, and electrical systems to maintain safety standards and functionality.
- Collaborated with team members to prioritize maintenance tasks, enhancing workflow and minimizing downtime.
- Trained new technicians on equipment operation and safety protocols, fostering a culture of compliance and teamwork.
- Oversaw inventory management for maintenance supplies, ensuring availability of tools and materials for timely repairs.
- Inspected buildings, grounds, and equipment for unsafe or malfunctioning conditions.
Education
High School Diploma -
Marcellus Sr. High School
Marcellus, NYSkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Critical thinking
- Time management
- Workflow management
Accomplishments
- Achieved increased labor sales by utilizing proper workflow dispatching with accuracy and efficiency.
- Supervised a staff of 12 including technicians, parts to service liaison, service writers and detailers.
- Increased monthly average number of workorders and average sales per workorder by ensuring billing accuracy and consistancy.
- Increased customer retention by building great rapport with new and old customers by providing a welcoming environment.
Timeline
Service Manager
Performance Harley Davidson
06.2023 - Current
Owner
Futrell Firearms
10.2021 - Current
Building Maintenance Technician
CNY CENTRO
02.2018 - 06.2023
High School Diploma -
Marcellus Sr. High School