Kelly Strickland
Lowell
Summary
Results-oriented Service Manager with a proven track record in fostering strong customer relationships to enhance retention and generate referrals. Expertise in delivering high-quality service repairs while minimizing comebacks. Skilled in coaching and delegating tasks within a team environment, committed to continuous learning and contributing to overall team success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Manager
Sciens Building Solutions
Lowell
03.2024 - Current
- Managed service operations and coordinated team schedules for efficient workflows.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Provided technical support for hardware and software issues experienced by customers.
- Monitored inventory levels and placed orders for necessary supplies and equipment.
- Created written estimates and obtained customer consent to proceed.
- Assisted team with various tasks during busy periods and employee shortages.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Service Manager
BEF Enterprises
05.2011 - 03.2024
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Analyzed service reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved customer complaints in professional and timely manner.
- Negotiated with vendors to secure best prices for parts and supplies.
- Monitored service staff performance and provided feedback for improvement.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
Schooling For Low Voltage -
Mass System Contractors
06-2021
High School Diploma -
Colonial High School
06-1989
Skills
- Service operations
- Client relationship management
- Technical support
- Workflow optimization
- Compliance monitoring
- Problem solving
- Customer service
- Time management
- Maintenance and repair
- Relationship building
- Conflict resolution
- Trustworthy and honest
Certification
- fire equipment certificate of competency
Education and Training
other,other
Timeline
Service Manager
Sciens Building Solutions
03.2024 - Current
Service Manager
BEF Enterprises
05.2011 - 03.2024
Schooling For Low Voltage -
Mass System Contractors
High School Diploma -
Colonial High School