• Profile
  • CUSTOMER SERVICE & HVAC MANAGEMENT
  • College of the Air Force
  • Springfield, Massachusetts
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  • Biography

    OBJECTIVE
    A challenging position with a comprehensive Firm servicing Federal, State, Industrial and Residential Clients
    * 21 years experience in Heating, Ventilation, Air Conditioning Controls and Refrigeration (HVAC/R)
    * Service...
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  • Professional Experience

    2006 - 2009
    Responsible for the Customer Service functions and Parts Department operations and revenue for 2 companies consisting of OEM, Trade and Intercompany sales for the USA, Canada and International Market totaling $3.2M annually. Primary duties included the management of 7 customer service personnel in the functions of product identification, quoting, order entry, shipping, warranty claims, returns, credits, invoicing, pricing considerations and customer complaint resolution. Effectively managed the operations of 2 separate Customer Service functions and maintained the Parts Department revenue for both companies by streamlining workflow practices in spite of losing 4 staff members. Systematically worked seamlessly with Engineering and Service in matters regarding equipment opportunities and warranty related issues.
    2006 - 2009
    Customer Service functions and Parts Department operations and revenue for 2 companies consisting of OEM, Trade and Intercompany sales for the USA, Canada and International Market totaling $3.2M annually. Primary duties included the management of 7 customer service personnel in the functions of product identification, quoting, order entry, shipping, warranty claims, returns, credits, invoicing, pricing considerations and customer complaint resolution. Effectively managed the operations of 2 separate Customer Service functions and maintained the Parts Department revenue for both companies by streamlining workflow practices in spite of losing 4 staff members. Systematically worked seamlessly with Engineering and Service in matters regarding equipment opportunities and warranty related issues.
    2006 - 2006
    Responsible for customer satisfaction of 350 accounts located throughout Connecticut and Massachusetts. Primary duties included the evaluation of customer accounts via personal interviews and the creation of corrective actions to provide complete customer satisfaction with the mechanical services received. Interviews provided an immediate impact in customer satisfaction and loyalty by 40%.
    2005 - 2006
    Responsible for planning, organizing and managing the wireless account for cellular plans located throughout Connecticut, Massachusetts and New Hampshire. Primary duties included managing the account for eight divisions with an annual expenditure of $155K. Attention to detail led to a cost savings of $21K in one year. Responsible for providing general oversight for the operational end of the service business. Planned, developed, organized and coordinated the work assignments of 13 HVAC technicians and 2 office assistants. Prepared and maintained a variety of records and reports. Monitored and evaluated work force productivity to achieve goals and objectives. Provided coaching to address performance related deficiencies.
    2002 - 2005
    Responsible for planning, coordinating, scheduling and dispatching 44 HVAC technicians using CF Data accounting system. Interpreted, explained and applied strategies using concise records with tact, patience and understanding in dealing with customers. Balanced technician assignments to maximize productivity to ensure quality customer service standards were achieved. Responsible for planning, organizing and managing a fleet of over 200 vehicles located throughout Connecticut, Massachusetts and New Hampshire. Primary duties included sourcing, procuring, up-fitting, lettering, maintenance, repair, insurance, registration, property taxes, titles, accident mitigations and disposition of vehicles. Monitored performance against the $1.5M annual budget and developed procedures to achieve objectives. Efficiently and effectively relocated a complete service division. Included but not limited to planning, organizing, directing, controlling and monitoring objectives focused on achieving the relocation within a predetermined time without any lapse in service capabilities.
    2001 - 2002
    Responsible for the program management and administrative office support services for 350 contracts valued at $1.7 million dollars. Monitored and ensured compliance with the terms, conditions and cost provisions of maintenance contracts consisting of full service, full labor and preventive maintenance for federal and state government, commercial and industrial clients, located throughout Connecticut and Massachusetts.
    1996 - 1997
    Responsible for the leadership and management of 588 HVAC/R technicians at 20 installations within 11 European countries. Managed the operations, maintenance and repair programs for all HVAC/R systems. Developed and updated headquarters policies and provided technical guidance on all mechanical programs and systems. Repaired and optimized a mechanical system in a nuclear, biological and chemical hardened communications facility – first time in years equipment cooling temperatures met requirements. Responsible for the leadership of 14 electrical and mechanical engineers and management of an $80M energy program located at 20 installations with 11 European countries. Managed the DoD Energy Conservation Investment construction and Federal Energy Management program. Responsible for the energy report to Congress.
    1994 - 1996
    Responsible of 10 departments and 635 personnel into the concept of quality methods and principles. Manager of all quality programs; organizational operational plans, business plans, and improvement initiatives. Coordinated all operations for the organization in response to a short notice Western Division Headquarters inspection and it resulted in receiving “highest rating ever earned”.
    1994 - 1996
    Responsible for leading the mechanical maintenance engineering department in support of all company facilities in the upgrade, maintenance and repair of mechanical systems. Developed mechanical system design specifications and reviews work requests for clarification. Division refrigerant manager for over 20 subsidiaries. Responsible for the performance of all in-house maintenance, repair, minor construction on all company facilities. Planned, scheduled and prioritized all project requirements for structural, painting, plumbing sheet metal, HVAC/R, interior electric and production control personnel.
    1991 - 1993
    Responsible for the leadership and management of 19 military and 7 civilian employees and planned, organized and ordered materials for mechanical, electrical and structural systems. Inspected HVAC/R systems and performed site investigations of proposed maintenance actions or alterations and suggested improvements. Implemented performance standards and monitored work force practices emphasizing quality safety and supply discipline. Department educator for 500 employees in Total Quality Awareness.
    1990 - 1991
    Responsible for the repair, installation and maintenance of HVAC/R systems and related equipment consisting of direct and in-direct expansion systems, air and water cooled condensers and evaporators, cooling towers, absorption machines, heat pumps, pneumatic, electric and electronic control systems, air compressors and mechanical ventilation systems such as single duct, dual duct, multi-zone and variable air volume.
    Show All Professional Experiences (9)
  • Professional Skills

    administration, budgeting, business plans, coaching, concept development, contract management, customer relations, customer service, decision making, directing, dispatching, education, hvac, invoicing, leadership, management, materials management, mechanical, microsoft office, order entry, organizational skills, personnel, policy analysis, pricing, program management, quality, sales, scheduling, system architecture, technician, workflow analysis,
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