Customer Service Manager

SILBURN ALLEN

647-***-**** **** Kipling Ave, Etobicoke, Toronto, M9B 3P1 *******@*******.***

HVAC SERVICE OPERATION MANAGER

Motivated and results-focused Service Manager with more than 20 years of experience spearheading complex and effective projects. Possess a combination of project management, team leadership, and technician skills. Demonstrated ability to catalyze lucrative results while complying with budget and time constraints. Seek to benefit an organization by improving performance, return on investment, and quality.

Areas of Expertise & Technical Skills

Six Sigma Green Belt

Account Leadership

Motivational Leadership

Team Productivity

Full Lifecycle Management

Budgeting & Cost Reduction

Stakeholder Communication

Forecasting & Planning

Customer Service

Lean Processes

Trade Negotiation

Employee Development

Cost Control

Contract Renewals

Estimate & Risk Reviews

Resource Planning

Health & Safety Compliance

Performance Management

Education & Training

Bachelor of Business Management, Nene College, Northampton University UK, 2007

HNC Mechanical Engineering, National Tool and Engineering Institute, Kingston Jamaica, 1988

CORGI/GAS SAFE Registration ID 2502129

Professional Experience

HONEYWELL LTD, Calgary, Alberta, Canada 2013-Present

Field Service Manager

Maintained exceptional working relationships with the company's main clients. Manage the district P&L for the service team for the southern Alberta district Calgary branch and 2 satellite Branch. Meet and exceed financial goals on a monthly basis, continuously focusing on improving service operational metrics. Motivational leadership of 38 service technician and 4 admin staff, with dotted line reporting of the 2 sales and 4 account manager. Proactively develop and retain key customer accounts ensuring exceptional customer support. Assisted in the development of a customer service policy and guideline for the company. Maintain customer satisfaction metrics at and above prescribed levels, and resolve customer satisfaction issues in a timely and effective manner driving profitability. Ensure delivery of agreed services with customers in a timely manner, within scope, and within budget.

PACE HEATING AND PLUMBING, LTD, London, UK 2002-2012

Operation Manager (2005-2012)

Managed service operations, leading a team of 4 district service managers, and 47 field service technicians, ensuring field service support and quality service delivery. Directed and monitored budgets, goals, performance standards and workflow. Researched, recommended and implemented changes to improve efficiency, productivity, customer satisfaction, and reduce costs. Administered and prepared monthly and annual budget reports, and productivity reports for the VP of Operations. Interacted with customers, dealers, and authorized service centers to resolve service issues while maintaining positive communication with the customer. Assisted in the repositioning of the company commercial HVAC installation division, outsourcing 85% of the division function resulting in year over year profit. Built a dedicated robust support team for key accounts, leveraging existing company resources to enhance Marketing, Finance, and Forecasting. Hired and recruited personnel, conducted on-the-job training, and ensured staff completed all training requirements. Maintained compliance with all Gas Safe and HSE Regulations Guidance and Regulations requirements.

Field Service Manager (2002-2005)

Managed a geographical region covering SS, RM, E. and SE post code in London and the greater London area. Scheduled, coordinated, and managed installation of heating systems and services to residences and commercial businesses. Ensured compliance with company policy and procedures. Conducted safety inspections and meetings, focusing on corporate safety policies and procedures, and monitoring driving and pole I ladder work. Audit and manage sub - contract trade personnel’s compliance with all statutory and company policy/requirements with respect to health, safety, customer service levels, and housekeeping while at the customer’s premises. Managed each installation, ensured all products were installed on time and to the defined specifications as well as health and safety, quality, contractual and cost standards. Conducted pre and post installation inspections of all installations with the customer, reviewing any issues highlighted

GW TECHNOLOGY LTD., London, UK 1997-2002

Service Supervisor

Managed technicians providing oversight of daily, weekly and monthly activities. Ensured quality service was provided to all customers. Conducted performance reviews monitoring performance against established business objectives and provided real time response to employees focusing on areas of improvement and praise. Leadership and operational management focusing on policies, procedures and quality objectives. Provided superior customer service at all times, achieved and exceeded company standards for customer service. Processed service requests, orders and invoicing.

BRITISH GAS, London, UK 1993-1997

Service Engineer

Service and repair HVAC equipment in customer’s property. Conduct periodic service calls, respond to emergency breakdowns, equipment upgrades and conditioning, installation and commission of new equipment.

DIVERSEY WYANDOTTE, Kingston, Jamaica 1988-1993

Service/Installation Technician, Caribbean/Central America

Serviced heat exchangers, steam, hot water boilers and accompanying equipment through preventative maintenance and regular site visits. Emergency response for breakdowns, equipment upgrades and conditioning, installing and commissioning of new equipment. Conducted water testing ensuring chemical application rates were within guidelines and reported on system deficiencies.

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