Shane Holcek
St. Albert,AB
Summary
An innovative and results-driven team player with exceptional leadership, interpersonal, communication, organizational and problem-solving skills. Comfortable working in dynamic, fast-paced, demanding and changing environments. Seasoned Service Manager bringing 15 years of experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. 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.
Overview
22
22
years of professional experience
Work History
Service Manager
Global Interior Inc. General Contracting
08.2023 - 02.2024
- 6-month contract to drive service improvements, increase market penetration and sales revenue.
- Increased sales penetration in Edmonton market by 15% and sales revenue by 150k.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Managed team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Maintained safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
Field Services Territory Manager (Installed and Pro Services)
LOWES CANADA
04.2016 - 06.2023
- Managed Installed and Pro Services for Edmonton, Saskatchewan and Manitoba markets.
- Implemented successful sales strategies to drive revenue growth and exceed quarterly quotas consistently.
- Developed strong relationships with key decision-makers, fostering trust and loyalty in assigned territory.
- Expanded territory coverage by strategically identifying and targeting high-potential accounts.
- Improved customer satisfaction and retention through frequent visits, timely response to inquiries, and effective problem resolution.
- Managed over 23 contractors throughout assigned provinces, ensuring that standards of operations and best practices were followed when completing install projects.
- Increased sales in Manitoba market by 300k within first year of assignment. Awarded winning together recognition, 5 years consecutively for exceeding yearly sales projections.
Assistant Store Manager
Lowe's Home Improvement
10.2015 - 04.2016
- Directed and coordinated production, pricing, sales and distribution activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Increase customer satisfaction results by 13% storewide by implementing additional questioning strategies upon ringing customer through final purchases.
- Received top tier winning together annual sales bonus, based on overall sales, customer service, pro and installed results.
Department Manager, Installed Sales
Lowe's Home Improvement
03.2014 - 10.2015
- Oversaw employee activities related to sales, inventory counts, cash reconciliations and customer service to ensure quality products and customer satisfaction.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Achieved stores first million dollars in installed sales, increasing sales year over year by 250k. Consistently exceeded weekly, monthly and yearly sales targets.
Installed Sales Coordinator
Lowe's Home Improvement
06.2013 - 03.2014
- Greeted and assisted customers with merchandise selection and responded to inquiries.
- Provided exceptional customer service, promptly addressing concerns and resolving issues to maintain client satisfaction.
- Increased sales revenues by effectively upselling additional services and products during consultation process.
- Liaised with warehouse personnel regularly to ensure adequate inventory levels were maintained in preparation for upcoming projects.
- Enhanced customer satisfaction by efficiently managing and coordinating installation process for various products.
- Streamlined communication between clients, vendors, and internal departments to ensure timely project completion.
- Improved project timelines by consistently monitoring progress and addressing potential delays proactively.
Plumbing Pro
Lowe's Home Improvement
02.2013 - 06.2013
- Assisted customers in product selection for home improvement projects.
- Offered guidance and training to junior team members.
- Increased client satisfaction by providing efficient and accurate plumbing services.
- Troubleshot plumbing issues quickly, resulting in minimized downtime for customers.
- Improved customer service ratings by addressing concerns promptly and professionally.
- Streamlined workflow processes, ensuring timely completion of tasks and high-quality results
Technical Support Representative Supervisor
SHAW COMMUNICATIONS
08.2010 - 12.2012
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Documented customer interactions in detail within case management system, ensuring comprehensive records were maintained for future reference.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Manager Financial Services
TD Bank Financial Group
03.2002 - 07.2010
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Mentored junior team members for career advancement, fostering pipeline of future leaders within organization.
Education
Diploma - Marketing
Northern Alberta Institute of Technology
Edmonton, AB04.2002
Business Adminstration Diploma - Business Management
N.A.I.T
Edmonton, AB04.2002
Skills
- Microsoft Office Applications
- Recruiting
- Training & Development
- Sales Management
- Marketing
- Performance Management
- Policy and Procedure Enforcement
- Culture Development
- Customer Service Management
- Conflict Resolution
- After-Sales Support
- Service Quality Management
- Work Planning and Prioritization
- Multitasking and Organization
- Operational Efficiency
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Service Manager
Global Interior Inc. General Contracting
08.2023 - 02.2024
Field Services Territory Manager (Installed and Pro Services)
LOWES CANADA
04.2016 - 06.2023
Assistant Store Manager
Lowe's Home Improvement
10.2015 - 04.2016
Department Manager, Installed Sales
Lowe's Home Improvement
03.2014 - 10.2015
Installed Sales Coordinator
Lowe's Home Improvement
06.2013 - 03.2014
Plumbing Pro
Lowe's Home Improvement
02.2013 - 06.2013
Technical Support Representative Supervisor
SHAW COMMUNICATIONS
08.2010 - 12.2012
Manager Financial Services
TD Bank Financial Group
03.2002 - 07.2010
Diploma - Marketing
Northern Alberta Institute of Technology
Business Adminstration Diploma - Business Management
N.A.I.T
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