Craig Newlyn
Birkenhead,SA
Summary
Seasoned Service Manager bringing 33 years of experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
25
25
years of professional experience
Work History
State Service Manager SA/NT
Dormakaba
04.1998 - 08.2023
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Defined clear targets and objectives and communicated to other team members.
- Developed detailed plans based on broad guidance and direction.
Education
High School Diploma -
Ocean View P-12 College
Taperoo, SASkills
- Financial Management
- Business Development
- Set Organizational Policies
- Regulatory Compliance
- Employee Supervision
- Train Employees
- Risk Management
- Sales Activities
- Sales Strategies
- Corporate Social Responsibility
- Time Management
- Task Delegation
- Financial Forecasting
- Customer Service
- Critical Thinking
- Manage Contracts
- Employee Relations
- Manage Budgets
- Cost Management
- Control of Expenses
- KPI Monitoring
- Financial Statements
- Staff Management
- Revenue Generation
- Health and Safety Regulations
- Technical Support
- Coaching and Mentorship
- Honest and Trustworthy
- Maintenance and Repair
- Service and Parts Teams Management
- Cost Estimates
- Multitasking and Organization
- MS Office
- Analytical Thinking
- Managing Operations and Efficiency
- Business Intelligence
- Negotiation and Conflict Resolution
- Project Planning
- Project Management
- Forecasting
- Communication
Timeline
State Service Manager SA/NT
Dormakaba
04.1998 - 08.2023
High School Diploma -
Ocean View P-12 College
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