Antonio Coelho

Service Manager

MC Medical - A Werfen Company

04.2008 - 07.2023

Implemented strategies to increase customer service satisfaction ratings.
Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Resolved customer complaints in professional and timely manner.
Improved customer satisfaction by implementing streamlined service processes and staff training programs.
Met with customers to discuss service needs and develop effective and practical solutions.
Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
Monitored service staff performance and provided feedback for improvement.
Managed a team of more than 35 technicians, ensuring timely completion of projects and high-quality workmanship.
Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
Hired, trained and supervised team of service staff members to meet business goals.
Met with customers to discuss service needs and offer available solutions.
Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
Increased overall revenue by upselling additional services and products during routine maintenance visits.
Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
Negotiated with vendors to secure best prices for parts and supplies.
Monitored inventory levels and placed orders to replenish stock.
Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Successfully managed budgets and allocated resources to maximize productivity and profitability.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

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