Joel Da Ros
Drouin
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. 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.
Experienced with overseeing complex service operations and ensuring exceptional service delivery. Utilizes analytical skills to identify areas for improvement and implement effective solutions. Track record of enhancing team performance and driving operational success through innovative strategies.
Overview
14
14
years of professional experience
Work History
Service Operations Manager
Ellis Air
02.2024 - Current
- Improved service operations efficiency by implementing standardized processes and procedures.
- Built a culture of continuous improvement by encouraging innovation from team members at all levels of the organization.
- Developed a high-performing team by providing ongoing training, coaching, and performance evaluations.
- Increased employee retention by fostering a positive work environment with open communication channels and opportunities for growth.
- Hired, trained and supervised team of service staff members to meet business goals.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Trained and guided team members to maintain high productivity and performance metrics.
- Lead recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced operational risks while organizing data to forecast performance trends.
Field Operations Manager
A.G. Coombs Servicing
08.2022 - 02.2024
- Implemented and maintained high standards of quality in all areas
- Monitored team performance to assess training requirements and areas in need of improvement
- Oversaw work of 150 personnel, with 150 direct reports
- Managed operations labor budget and launched monthly communications processes to enable best practices implementation
- Performed daily inspections, charted readings, documented equipment downtime and oversaw maintenance for equipment
- Created, spearheaded and supervised employee recognition programs
- Reduced duplicate work and budget issues by organizing processes for division between technology and purchasing
- Trained and guided team members to maintain high productivity and performance metrics
- Trained new employees on proper protocols and customer service standards
- Assisted in recruiting, hiring and training of team members
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
- Scheduled employees for shifts, taking into account customer traffic and strengths and managing works in progress
- Reduced operational risks while organizing data to forecast performance trends
- Reported issues to higher management
- Implemented innovative programs to increase employee loyalty and reduce turnover
- Mitigated business risks by working closely with staff members and assessing performance
Contract Manager
A.G. Coombs Servicing
01.2020 - 08.2022
- Tracked contracts for management and issued regular reports covering current status and upcoming milestones of maintenance schedule
- Compiled required documentation to keep contracts compliant with compliance requirements
- Interpreted contact terms and coordinated solutions to resolve disputes between clients and service providers
- Managed, supervised and controlled service contracts and projects ranging from $5000 to $600,000
- Worked closely with finance team to identify areas to improve cash flow and debt consolidation to improve cash flow from contracts
- Monitored contracts' performance to detect non-compliance with terms and deficient returns and organize proactive resolutions
- Arranged service delivery to multiple local and national active contracts by overseeing workers, coordinating resources and setting schedules
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships
- Created reports, presentations and other materials for clients
- Implemented project management techniques to overcome obstacles and increase team productivity
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel
Field Service Technician
A.G. Coombs Servicing
07.2018 - 01.2020
- Managed on-site and off-site installation, repair, maintenance, and test tasks
- 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
- Responded quickly to emergency maintenance requests for timely on-call support
- Reviewed technical documentation to complete equipment maintenance and repair
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems
- Established positive customer relationships by providing punctual, cost-effective solutions
- Discussed and recommended service options with customers and explained costs involved
- Reviewed aspects of job upon completion to alleviate equipment failure and prevent callbacks
- Interpreted equipment diagrams and blueprints to fully understand mechanical and electrical systems in need of service
- Developed and implemented customized service plans to meet customer needs
- Diagnosed and repaired problems with electrical and mechanical systems
- Tested systems, noting issues and completing preventive maintenance
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained
- Worked with diverse types of weather and ground conditions
- Demonstrated to customers proper methods for operating equipment after it had been installed
- Inspected, evaluated and calibrated electrical and mechanical systems and components
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs
- Followed established procedures for inspection of belts, drives and motors, performing needed maintenance
- Liaised with internal departments to optimize productivity and efficiency
- Managed maintenance activities, supervised staff and inspected equipment
- Wrote and revised maintenance procedures
Senior Field Service Technician
Marshall Air Conditioning
08.2015 - 07.2018
Field Service Technician
F&M Commercial Maintenance
01.2011 - 08.2015
Education
Certificate III - Electrotechnology - Refrigeration
RMIT University
Leading With Emotional Intelligence -
Australian Institute Management
Negotiating Skills -
Australian Institute Management
HR Essentials -
Australian Institute Management
Certificate IV - Project Management
AMCA
Finance For Non- Finance Managers -
Australian Institute Management
Contract Management -
Australian Institute Management
Skills
- Training and Mentoring
- Contractor Management
- Program Leadership
- Workflow Planning
- Sales Support
- Service Delivery Management
- KPI Tracking
- Administrative Oversight
- Staff Oversight
- Inventory Tracking
- Operational Planning
- Program Management
- Team Supervision
- Staff Recruitment
- Schedule Oversight
- Resource Allocation
- Employee Development
- Schedule Management
- Customer Service Management
- Contract Administration
- Operations Oversight
- Effective Leader
- Scheduling
- Performance Evaluation and Monitoring
- Decision-Making
- Training Management
- Operational efficiency
- Employee Relations
- Team leadership
- Logistics
- Recruitment
- Employee Motivation
- Staff Management
- Human Resources
- Relationship Building
Timeline
Service Operations Manager
Ellis Air
02.2024 - Current
Field Operations Manager
A.G. Coombs Servicing
08.2022 - 02.2024
Contract Manager
A.G. Coombs Servicing
01.2020 - 08.2022
Field Service Technician
A.G. Coombs Servicing
07.2018 - 01.2020
Senior Field Service Technician
Marshall Air Conditioning
08.2015 - 07.2018
Field Service Technician
F&M Commercial Maintenance
01.2011 - 08.2015
Leading With Emotional Intelligence -
Australian Institute Management
Negotiating Skills -
Australian Institute Management
HR Essentials -
Australian Institute Management
Finance For Non- Finance Managers -
Australian Institute Management
Contract Management -
Australian Institute Management
Certificate III - Electrotechnology - Refrigeration
RMIT University
Certificate IV - Project Management
AMCA
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