Customer Service Operations Manager
Resume:
PHILLIP
PRITCHETT
****************@*******.***
Hampton, GA 30228
SKILLS
Regulatory Compliance
Departmental Operations
Overseeing Employees
Quality Standards
Business Operations
Overseeing Logistics
Training Programs
Cost Control
Strategic Vision
Delivery Schedules
Process Evaluations
Incident Response
Reporting Tools
Tracking Metrics
Customer Satisfaction
Root Cause Analysis
Safety Regulations
Safety Awareness
Operational Efficiency
Employee Evaluation
Quality Assurance
Operational Standards
Capital Expenditures Oversight
Operations Oversight
Desktops, Laptops and Mobile Devices
Natural Leadership
Inventory Tracking and Management
Improve Performance
Equipment Repairs
Records Organization and Management
Manage Operations
EDUCATION
Louisville High School
Louisville, MS • 05/1978
GED
PROFESSIONAL SUMMARY
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.
WORK HISTORY
Psa Inc. - Manager of Operations
Hampton, GA • 01/2000 - 12/2022
Interacted well with customers to build connections and nurture relationships.
Developed and implemented strategies to maximize customer satisfaction.
Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Directed initiatives to improve work environment, company culture or overall business strategy.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Implemented business strategies, increasing revenue and effectively targeting new markets.
Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Developed and maintained relationships with external vendors and suppliers.
Supervised operations staff and kept employees compliant with company policies and procedures.
Identified and resolved unauthorized, unsafe, or ineffective practices.
Reported issues to higher management with great detail.
Led hiring, onboarding and training of new hires to fulfill business requirements.
Trained and guided team members to maintain high productivity and performance metrics.
Trained new employees on proper protocols and customer service standards.
Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Developed systems and procedures to improve operational quality and team efficiency.
Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Increased profit by streamlining operations.
Analyzed and reported on key performance metrics to senior management.
USNR - Feild Service Technician
Woodland, WA • 03/1997 - 09/1998
Discussed and recommended service options with customers and explained costs involved.
Maintained company field response vehicle stocked with repair and replacement parts valued over $[Amount].
Researched and implemented new technologies and equipment.
Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
Interpreted equipment diagrams and blueprints to fully understand mechanical and electrical systems in need of service.
Wrote and revised maintenance procedures.
Diagnosed and repaired problems with electrical and mechanical systems.
Reviewed technical documentation to complete equipment maintenance and repair.
Managed maintenance activities, supervised staff and inspected equipment.
Demonstrated to customers proper methods for operating equipment after it had been installed.
Responded quickly to emergency maintenance requests for timely on-call support.
Developed and implemented customized service plans to meet customer needs.
Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
Worked with diverse types of weather and ground conditions.
Established positive customer relationships by providing punctual, cost-effective solutions.
Installed new equipment and explained operation and routine maintenance protocols to customers.
Followed safety procedures to avoid injuries in field.
Operated hand tools and power equipment according to company safety procedures.
Tested systems, noting issues and completing preventive maintenance.
Inspected, evaluated and calibrated electrical and mechanical systems and components.
Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks.
Managed on-site and off-site installation, repair, maintenance, and test tasks.
Key Knife Inc - Serevice Technician
Portland, OR • 03/1993 - 05/1996
Worked with diverse types of weather and ground conditions.
Maintained quality assurance and customer satisfaction objectives.
Wrote and revised maintenance procedures.
Researched and implemented new technologies and equipment.
Managed maintenance activities, supervised staff and inspected equipment.
Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
Drafted preventive maintenance schedule to support equipment longevity.
Performed troubleshooting and diagnosis on malfunctioning equipment.
Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
Observed equipment operation to diagnose and troubleshoot reported issues.
Inspected equipment to identify areas of wear or causes of malfunctions.
Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
Tested systems, noting issues and completing preventive maintenance.
Tested components and systems to evaluate performance and identify concerns.
Organized work to meet demanding production goals.
Scheduled maintenance and repair tasks in alignment with production deadlines to reduce bottlenecks.
Supported design tasks with 3D modeling and drawings of facilities, infrastructure and systems.
Mentored junior technicians in maintenance, repair and reporting duties.
Suggested specialized fixtures, test equipment and procedures for failure analysis.
Tracked and recorded parts and labor costs related to each service call.
Completed job reports and logs immediately following service calls.
Addressed routine equipment maintenance according to established schedule.
Demonstrated to customers proper methods for operating equipment after it had been installed.
Performed complex mechanical alignments and equipment calibration to meet quality standards.
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