Luca Pinna

• 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.

Professional Experience

Service Manager/Supervisor

**[Blakehurst Marina/Lewis boatyard]**, [Blakehurst]

**[July, 2022] – Present**

- **Customer Care:** Consistently provide exceptional customer service, addressing client needs and resolving issues promptly to maintain high levels of satisfaction.

- **Quality Assurance:** Conduct thorough inspections of boats to ensure all maintenance and repair work meets quality standards.

- **Logistics Coordination:** Efficiently organize the movement of boats in and out of the marina, ensuring smooth operations and minimal delays.

- **Work Organization:** Plan and delegate tasks to team members, ensuring all work is completed on schedule and to the highest standard.

- **Team Leadership:** Supervise a team of technicians and support staff, providing guidance, training, and performance evaluations.

**Key Achievements:**

- Implemented a new scheduling system that increased operational efficiency by 20%.

- Developed a customer feedback program that improved service ratings by 15%.

- Reduced maintenance turnaround time by 10% through process optimization.

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• Analyzed service reports to identify areas of improvement.
• Monitored inventory levels and placed orders to replenish stock.
• 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.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Implemented strategies to increase customer service satisfaction ratings.
• Increased overall revenue by upselling additional services and products during routine maintenance visits.

• Assisted with training new employees on proper boat detailing techniques to maintain company standards of excellence.
• Maintained and enhanced appearance of boats by applying cleaning, restorative and protective agents.
• Adapted quickly to new products, equipment, and techniques in the ever-evolving marine industry to stay ahead of competitors and provide top-quality service.
• Collaborated with team members to complete large-scale yacht detailing projects on schedule and within budget constraints.
• Improved the visual appeal of boats through meticulous waxing, polishing, and buffing of surfaces.

• Assisted in successful drilling operations by handling drill rods, casings, and other necessary materials.
• Aided in incident prevention with vigilant observation of surroundings and quick response to potential hazards.
• Facilitated optimal drilling performance by preparing and maintaining mud systems according to specifications.
• Provided essential support during rig moves, ensuring a seamless transition from one location to another.