Operational Management: • Oversee the service department, including shop, road service operations, rental department, and transportation. • Lead a team of 20+, ensuring departmental efficiency and high performance. • Manage rental, dispatch, and invoicing processes to enhance efficiency. Financial Oversight: • Monitor profit and loss, budget, and financial performance, consistently achieving revenue and profitability goals. Human Resources: • Onboard and train new employees, conduct performance evaluations, and manage HR responsibilities. • Handle personnel responsibilities, including hiring, discipline, and conflict resolution. Customer Relations: • Address customer complaints and follow up with customers, ensuring high engagement and satisfaction. • Serve as the primary point of contact for customers, improving relationship management and communication. • Ensure timely delivery of service estimates and maintain proactive communication until repair completion. Process Improvement: • Implement process improvements, including warranty claim processing and invoice validation. • Develop cross-team processing and reporting structures for process improvement and cohesion.Technology and Tools: • Utilize business software for quotes, purchase orders, work orders, customer portals, and order management. • Manage product updates and recalls for Toyota, ensuring accurate information dissemination.

Service Order Management: • Managed all aspects of service order processing, optimizing parts tracking and financial reconciliations. • Developed a warranty documentation system, maximizing manufacturer reimbursements. Operational Oversight: • Supervised daily operations in a maintenance shop, ensuring efficient workflow. • Coordinated schedules for road technicians, enhancing service efficiency. • Managed dispatch and invoicing processes, ensuring accurate billing and timely job completion. Customer Relations: • Handled customer complaints, resolving issues to maintain high satisfaction ratings. • Acted as the primary point of contact for customers, improving relationship management and communication. Technology and Tools: • Proficient in business software for quotes, purchase orders, work orders, and customer management. • Managed product updates and recalls for appliances, ensuring compliance with manufacturer guidelines.

Management: • Directed employment services, leading to a 90% success rate for client employment outcomes. • Managed comprehensive program services, ensuring meticulous record-keeping and adherence to regulations. Community Engagement: • Built strong relationships with the business community, facilitating successful employment placements.

Dispatch and Scheduling: • Orchestrated the dispatch of field service technicians and scheduled service calls, prioritizing urgent maintenance and repairs. • Assisted in the dispatch and scheduling of service technicians, optimizing route planning and technician utilization. Logistics Management: • Managed logistical aspects of service vans, including inventory management and coordination with external vendors, ensuring uninterrupted service operations. Service Order Management: • Coordinated dispatch and invoicing processes, ensuring accurate billing and timely completion of service jobs. • Utilized business software for quotes, purchase orders, work orders, customer management, and order processing through customer portals. Customer Relations: • Acted as a key point of contact for customers, providing accurate information and updates on service schedules and job progress. • Handled customer complaints and inquiries promptly and professionally, resolving issues to maintain high levels of customer satisfaction. Process Improvement: • Assisted in managing product updates and recalls, ensuring timely updates and compliance with manufacturer guidelines. • Supported process evaluation and improvement, providing feedback on service operations to enhance efficiency and customer satisfaction.

Customer Communication: • Managed high-volume communication channels, including phone and email, ensuring prompt and professional responses to customer inquiries and concerns. • Acted as the primary point of contact for customers, providing accurate information and updates on service schedules and job progress.Dispatch and Logistics: • Skillfully coordinated bid boards and logistics for load dispatching, optimizing load allocations, and enhancing driver satisfaction. • Contributed to efficient dispatch and scheduling of service tasks, optimizing technician routes and service efficiency. Customer Relations: • Addressed customer complaints and inquiries promptly and effectively, ensuring high levels of customer satisfaction and retention. • Maintained strong customer engagement by following up on service outcomes and addressing any issues. Process Improvement: • Provided valuable feedback on service operations to support continuous evaluation and improvement initiatives. • Assisted in process improvement initiatives, identifying inefficiencies and implementing enhancements to streamline operations. Technology and Tools: • Utilized business software proficiently for managing quotes, purchase orders (POs), work orders, and customer interactions through portals.