Yesenia Luna
Medford,NY
Summary
Results-driven professional skilled in multitasking and critical thinking. Expertise in managing service operations, ensuring timely completion of work orders, and resolving customer issues to enhance overall satisfaction.
Overview
15
15
years of professional experience
Work History
Service Manager
Americold Refrigeration
Farmingdale, NY
11.2010 - Current
- Manage service technician schedules by assigning and balancing , workloads to maintain efficiency. Adjusted schedules as needed meet deadlines accommodate priority tasks, and ensure timely completion of all work orders.
- Processed payroll for employees, ensuring accuracy and timely submission
- Invoice work orders and process credit card payments
- Maintained inventory levels, and ordered parts.
- Provided high-level customer service, resolving issues and improving satisfaction
- Provided high-level customer service, resolving issues and improving satisfaction
- Trained and supervised staff to ensure efficient service delivery
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Managed budgetary constraints while maintaining high service levels and operational integrity.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
Education
Associate of Science - Marketing
New York City College of Technology
Brooklyn, NY06.1996
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Critical thinking
- Reliable and responsible
- Time management
- Conflict resolution
Languages
Spanish
Timeline
Service Manager
Americold Refrigeration
11.2010 - Current
Associate of Science - Marketing
New York City College of Technology