Bradley Coons
Service / Operations Manager
Jackson
Summary
Dynamic Service Manager with a proven track record throughout an expanding career excelling in customer service management and conflict resolution. Achieved significant improvements in customer satisfaction through innovative training programs and effective team leadership, driving conversion rates and enhancing operational efficiency. Committed to continuous improvement and staff motivation. Analytical problem-solver with talents for team building, 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.
Overview
22
22
years of professional experience
4
4
Certifications
Work History
Service Manager / Service Operations
Parham Heating , Cooling , Plumbing , Electric
06.2024 - Current
- Instruct and continue teaching the Nexstar service system to technicians.
- Drive and Coach conversion rate, average ticket, and tech generated leads to achieve and exceed budget.
- 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.
- Design and conduct weekly trainings and meetings for HVAC , Plumbing , and electrical.
- Monitored service staff performance and provided feedback for improvement. Conduct individual weekly 1 : 1 meetings and coaching based on KPI goals.
- Perform ride alongs with technicians to improve in the field performance and customer relations.
- Yearly Budget planning workshops for goals and company trajectory for the upcoming year.
HVAC Service Manager
Crisafulli Bros.
07.2013 - 06.2024
- Instruct and continue teaching the Nexstar service system.
- Drive and coach conversion rate , average ticket, and tech generated leads to achieve and exceed budget
- Implemented strategies to increase customer service satisfaction ratings.
- 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.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Design and conduct weekly service meetings for HVAC and HVAC maintenance teams.
- Monitored HVAC service staff performance and provided feedback for improvement. Conducted weekly 1 on 1 meetings and coaching based on KPI goals.
- Perform ride alongs with technicians to improve in the field performance and customer relations.
- Yearly budget planning workshops for goals and company trajectory for upcoming year.
HVAC Lead Technician
Mohawk Heating and Cooling
08.2006 - 07.2013
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Tested components and systems to evaluate performance and identify concerns.
- Implemented safety protocols to minimize workplace accidents and ensure adherence to industry regulations.
- Managed daily activities, assigned tasks to specific staff members and utilized proven management techniques to cut work flow downtime and maximize revenues.
- Conducted quality inspections of completed work, ensuring compliance with established standards and specifications.
- Improved equipment efficiency by conducting regular maintenance and implementing upgrades.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Provided tech support and leadership to other technicians in the field.
- Ran Emergency on call providing top tier service for residential and commercial customers.
- Trained technicians on technical ability.
- Turned over tech generated leads to feed sales members and drive installation revenue.
HVAC Technician
Sunset Service Experts
06.2003 - 08.2006
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Tested components and systems to evaluate performance and identify concerns.
- Implemented safety protocols to minimize workplace accidents and ensure adherence to industry regulations.
- Managed daily activities, assigned tasks to specific staff members and utilized proven management techniques to cut work flow downtime and maximize revenues.
- Conducted quality inspections of completed work, ensuring compliance with established standards and specifications.
- Improved equipment efficiency by conducting regular maintenance and implementing upgrades.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Ran Emergency on call providing top tier service for residential and commercial customers.
- Turned over tech generated leads to feed sales members and drive installation revenue.
Education
No Degree - Automotive Technology
Universal Technical Institute
Orlando FL 05.2001 -
GED -
FFCS
Fonda , NY 05.2001 -
Skills
Customer service management
Conflict resolution
Problem-solving
Completed Training Mastery
Completed Service System
Completed Service Management
Completed Service Management Forum
Team Leadership and collaboration
Multitasking and organization
Continuous improvement
Critical thinking
Staff motivation
Certification
EPA Certification
Timeline
Service Manager / Service Operations
Parham Heating , Cooling , Plumbing , Electric
06.2024 - Current
HVAC Service Manager
Crisafulli Bros.
07.2013 - 06.2024
HVAC Lead Technician
Mohawk Heating and Cooling
08.2006 - 07.2013
EPA Certification
08-2003
HVAC Technician
Sunset Service Experts
06.2003 - 08.2006
No Degree - Automotive Technology
Universal Technical Institute
05.2001 -
GED -
FFCS
05.2001 -
Similar Profiles
Karlee HannaKarlee Hanna
Customer Service Representative at Parham Heating Cooling Plumbing And ElectricCustomer Service Representative at Parham Heating Cooling Plumbing And Electric
Danielle AkarsoyDanielle Akarsoy
Appointment Setter at Elvis Electric Heating Cooling & PlumbingAppointment Setter at Elvis Electric Heating Cooling & Plumbing
Kyle HarrisKyle Harris
HVAC Technician at Anthony Plumbing, Heating, Cooling, and ElectricHVAC Technician at Anthony Plumbing, Heating, Cooling, and Electric
Francesca MauroFrancesca Mauro
Server at Rue 561 BistroServer at Rue 561 Bistro
John TurnerJohn Turner
Producer at HUB International Mtn States LtdProducer at HUB International Mtn States Ltd