Michael Joye
Clover
Summary
Dynamic Service Manager with a proven track record at Teupen USA, enhancing customer satisfaction through effective problem-solving and team leadership. Skilled in service delivery optimization and employee training, I successfully reduced service downtime and increased repeat business by fostering strong client relationships and implementing streamlined processes.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Service Manager
Teupen Usa
01.2023 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- 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.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- 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 repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Over the Road Truck Driver
West Transportation
10.2021 - 12.2022
- Ensured timely deliveries by maintaining consistent communication with dispatchers and customers.
- Maintained clean driving records by consistently obeying traffic laws, staying alert at all times, and prioritizing safe driving practices throughout every trip.
- Facilitated successful deliveries under challenging weather conditions using defensive driving skills honed over years of experience navigating diverse terrains nationwide.
- Contributed to accident-free driving records by exercising caution in high-traffic areas and following all safety regulations during road transports.
- Demonstrated professionalism with accurate logbook entries, meeting all reporting requirements for hours of service and equipment conditions.
- Expedited shipping processes by utilizing advanced GPS systems for efficient navigation along complex routes.
- Managed paperwork accurately and efficiently, including bills of lading, driver manifests, and expense reports.
- Guaranteed customer satisfaction by delivering shipments in excellent condition and promptly addressing any concerns or issues.
- Minimized downtime due to unforeseen circumstances by effectively adapting plans as needed during long-haul trips.
- Decreased time spent at weigh stations through meticulous attention to weight distribution guidelines during the loading process.
- Enhanced efficiency by planning optimal routes and adhering to strict delivery schedules.
- Enhanced company''s public image by maintaining a clean and professional appearance both personally and with equipment while on the job.
- Increased fuel efficiency through proper gear utilization and adherence to speed limits.
- Reduced cargo damage incidents through secure load placement and proper tie-down techniques.
- Maximized vehicle performance with regular maintenance checks, identifying and resolving potential issues before they escalated.
Service Manager
Vermeer AllRoads
12.2019 - 09.2021
- Negotiated with vendors to secure best prices for parts and supplies.
- Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Developed and maintained positive relationships with customers to build rapport and trust.
Service Technician
Pro Dyno
03.2017 - 12.2019
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Increased customer satisfaction by providing timely and efficient service for various technical issues.
- Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
- Trained junior technicians in proper techniques and safety protocols, fostering a culture of continuous improvement within the team.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
- Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.
- Collaborated with team members to complete complex installations, ensuring seamless integration of new systems.
- Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
- Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
- Optimized performance of equipment through expert calibration processes tailored according to specific client requirements.
- Enhanced client retention through exceptional communication skills and a commitment to addressing concerns promptly.
- Streamlined processes for troubleshooting, resulting in faster resolution times and improved customer experiences.
- Upgraded systems to latest technologies, ensuring clients' equipment operated at peak efficiency.
- Boosted customer satisfaction with prompt and efficient troubleshooting of equipment issues.
Plant Supervisor
Valley Proteins
07.2011 - 02.2016
- Supervised day-to-day functions of plant.
- Coached employees on company standards and efficiency.
- Led safety meetings and promoted adherence to company policies for a safer working environment for all employees involved in the plant operation activities.
- Reduced downtime through proactive maintenance scheduling and timely repairs on machinery.
- Enhanced safety standards by conducting regular inspections, enforcing strict compliance with regulations, and providing ongoing training to staff.
- Implemented organizational systems to maximize plant efficiency.
- Continuously updated knowledge of industry best practices, trends, and technologies to keep the plant operating at peak performance and maintain a competitive edge in the market.
- Monitored safety practices and made changes or recommendations.
- Increased production output by closely monitoring operations, identifying bottlenecks, and making necessary adjustments to workflow.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall plant performance.
- Scheduled deliveries, employee shifts and equipment maintenance.
- Coordinated with vendors for timely delivery of raw materials, ensuring the smooth functioning of production processes.
- Optimized resource allocation across various departments to maximize overall operational efficiency within budget constraints.
- Resolved personnel issues quickly through active listening skills combined with fair decision-making practices that resulted in improved workforce satisfaction.
- Improved plant efficiency by implementing streamlined processes and optimizing equipment usage.
- Boosted employee morale with open communication, recognition of achievements, and opportunities for professional development.
- Developed comprehensive preventive maintenance programs that significantly extended the life of critical machinery components while minimizing repair expenses.
- Facilitated the successful completion of several major capital projects aimed at increasing plant capacity and upgrading equipment technology.
- Liaised effectively with regulatory agencies, ensuring compliance with all relevant environmental and safety regulations without incurring any penalties or fines.
- Conducted root cause analyses to identify areas of potential improvement in plant operations, leading to increased productivity.
- Supervised a team of technicians, fostering a positive work environment that encouraged collaboration and continuous improvement.
- Spearheaded energy conservation initiatives, resulting in reduced environmental impact and lower operating costs.
- Managed inventory levels and controlled costs by implementing effective procurement strategies.
- Negotiated contracts with suppliers which led to substantial savings without compromising on quality or timelines required for production.
- Supervised ongoing daily production phases.
- Troubleshot equipment to reduce service calls and downtime.
- Implemented policies and standard operating procedures for continuous improvement.
- Managed staff hiring, training and supervision.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
- Kept accurate and detailed records of personnel progress and productivity.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Collaborated with other leaders and executives to direct workflow and support operations.
- Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Cultivated professional working relationships with peers and supervisors.
- Located and resolved problems with team production and performance to maintain consistent quality levels.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Collaborated with internal teams to streamline operations across materials handling, production, and shipping.
- Enhanced processes by pinpointing bottlenecks and working with supervisor to resolve.
- Oversaw loading and unloading of packages in warehouse.
- Interpreted work order information and specifications to plan, schedule and complete jobs precisely.
Sales Manager
B&B Distribution
10.2006 - 07.2011
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.q
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Attended industry events and conventions to expain sales opportunities.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
Education
Clover High School
Clover, SCSkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Maintenance and repair
- Compliance enforcement
- Maintenance planning
- Heavy equipment operation
- Sales support
- Schedule management
- Service order flow
- Mechanical diagnostics
- Staff training and development
- Preventive Maintenance
- Technical support
- Service and parts teams management
- Technical troubleshooting
- Service quality management
- Staff management
- Service documentation
Accomplishments
Class A CDL with Tanker Endorsement
Certification
- Licensed
Timeline
Service Manager
Teupen Usa
01.2023 - Current
Over the Road Truck Driver
West Transportation
10.2021 - 12.2022
Service Manager
Vermeer AllRoads
12.2019 - 09.2021
Service Technician
Pro Dyno
03.2017 - 12.2019
Plant Supervisor
Valley Proteins
07.2011 - 02.2016
Sales Manager
B&B Distribution
10.2006 - 07.2011
Clover High School
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