Nicole BROWN
Airdrie,Alberta
Summary
Goal-driven Service Manager offering over 13 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation. Personable Service Manager driving process optimization and business profitability on continuous basis. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with federal, state, and local regulations that affect service operations. Dependable K9 Handler trained in Bedbug scent detection and bringing 11 years of experience in related positions. Dedicated to arriving on-time, ready to work, and eager to contribute to team success. Well-versed in animal training procedures focused on scent tracking. Calmly approach every animal and situation with level-headed and experience-based strategies. Solid relationship-building and problem-solving abilities developed over 11 years of related experience.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Service Manager
Canex Pest Control Inc.
Calgary, Alberta
02.2011 - Current
- Followed all company protocols when applying pesticides on the inside and outside of structures.
- Mixed chemicals according to label directions in order to create effective solutions for treating pests.
- Completed detailed reports after each job detailing the work completed along with any recommendations made.
- Conducted interior and exterior applications of insecticides, herbicides, rodenticides, growth regulators and other products using hand or power sprayers, dusters and foggers.
- Diagnosed pest issues based on observed evidence such as droppings, tracks or nests.
- Set mechanical traps, baits, and glue boards to remove pests from interior areas.
- Communicated with customers regarding any safety concerns they may have prior to performing any treatments.
- Maintained knowledge and adhered to state rules and regulations.
- Monitored customer complaints regarding pest activity in order to identify problem areas requiring additional treatment.
- Maintained records of training sessions, certifications and medical visits for each K9 unit.
- Attended weekly meetings with supervisors to discuss progress of assigned projects related to the K9 unit program.
- Managed inventory of supplies needed for daily maintenance and upkeep of assigned K9 units.
- Developed individualized training plans based upon specific needs identified by each handler and K9 team pair.
- Responsible for providing daily care and training of K9 unit, including feeding, grooming, exercising and maintaining general health.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Hired and trained service department staff to drive performance.
- Created written estimates and obtained customer consent to proceed.
- Managed inventory levels of parts necessary for servicing customers' needs.
Assistant Manager
Tim Hortons
Calgary, Alberta
08.2010 - 06.2011
- Proposed or approved modifications to project plans.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Assigned work and monitored performance of project personnel.
- Recruited and trained new employees to meet job requirements.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Resolved conflicts between team members in an effective manner.
Education
Some College (No Degree) - Veterinary Medicine
NWCC
Prince Rupert, BCGED -
NW Regional Trades & Training Centre
Terrace, BCSkills
- Culture Development
- Inventory Management
- Budget Control
- Project Planning
- Schedule Management
- Customer Service Management
- Estimating and Quoting
- Shift Scheduling
- Conflict Resolution
- Employee Training and Development
- Goal Setting
- Workplace Safety
- Service Documentation
- Relationship Building
- Resource Allocation
- Proficient in Microsoft / Quickbooks / Jobber / Excel
- New Employee Hiring
- Policy and Procedure Enforcement
- Customer Service
- Multiple Priorities Management
- Staff Supervision
- Performance Evaluations
- Service Quality Management
- Service Scheduling
- Leadership Development
- Vendor Sourcing
- Quality Control
- Team Leadership
- Employee Relations
- Cost Estimates
- Staff Motivation
- Coaching and Mentorship
- Reliable and Responsible
Certification
- Certified with ACSA
- Held structural certificates in BC & Alberta
- P.O.ST.
Timeline
Service Manager
Canex Pest Control Inc.
02.2011 - Current
Assistant Manager
Tim Hortons
08.2010 - 06.2011
Some College (No Degree) - Veterinary Medicine
NWCC
GED -
NW Regional Trades & Training Centre
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