Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Nicole Mallahan

Raytown,MO

Summary

Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.

Overview

24
24
years of professional experience

Work History

Service Manager

Laird Noller Commercial Truck Center and Quick Lane
08.2019 - Current
  • Resolved customer complaints in professional and timely manner.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • 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.
  • Managed at least 36 employees a day
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • 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.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Implemented inventory management systems to reduce costs and increase efficiency in the service department.
  • Monitored service staff performance and provided feedback for improvement.
  • Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
  • Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
  • Negotiated with vendors to secure best prices for parts and supplies.
  • Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
  • Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
  • Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
  • Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
  • Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
  • Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
  • Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Increased overall company efficiency by streamlining operations and implementing innovative managerial strategies.
  • Analyzed market trends/data to identify potential opportunities for business growth within existing or emerging markets successfully.

Processor

Cornerstone Home Lending
06.2017 - 07.2019
  • Employment verification.
  • Income verification.
  • Building client portfolios for loan approvals.
  • Analyzing data for mortgage brokers.
  • Managed approximately 30 incoming calls, emails and faxes per day from clients.
  • Supported team members in their tasks, contributing to overall team success.
  • Increased productivity by effectively managing workload and prioritizing tasks.
  • Maintained accurate records and ensured timely completion of all necessary paperwork.
  • Enhanced team collaboration, sharing best practices for efficient processing techniques.
  • Participated in continuous training initiatives, staying up-to-date on relevant regulations, policies, and best practices within the processing field.
  • Received and reviewed incoming documents and materials.
  • Provided outstanding customer service by promptly addressing inquiries and resolving issues.
  • Adhered to strict deadlines for processing applications, ensuring timely approvals and client satisfaction.
  • Demonstrated flexibility when adapting to new processes or guidelines while maintaining consistently high levels of productivity.

Store Manager/District Manager in Training

Speedy Cash
01.2007 - 05.2017
  • Opened remote location and was responsible for training and development as well as my teams daily coaching, planning, conflict resolution (customer and employee), reinforcement of company processes and upholding of customer service and operational standards.
  • Perform monthly operational reviews and weekly audits for my store to ensure compliance with requirements at the Federal and State levels as well as meet and exceed company KPI's.
  • Monitor reports and trends to identify areas of opportunity in building store revenue and keeping focus on customer retention.
  • Assess store P&L's and created plans to impact areas of revenue, SPI and store controllable.
  • Store staffing oversight including 1st interviews of potential hires, annual performance reviews of staff members and provide coaching for team member reviews, team member conflict resolution and coaching of store employees/Assistant Managers in developing team members to a promotable status.
  • Successfully opened a remote location with minimal direct supervision from District Manager.
  • Daily oversight of day to day operations including management of a 20-person store location.
  • Upheld company service standards and employee culture.
  • Developed team members from Customer Advocate to eventual Store Managers.
  • Increased store customer loan count from 0 loans on hand to over 2900 loans on hand.
  • Provide employee performance management according to HR standards.
  • Train and develop store personnel in all areas of operation and to promotable status.
  • Managed collection issues within my store and arranged payment arrangements and payoffs.
  • Sales
  • Electronic sales and lease

Service Manager

Quick Lane
07.2003 - 01.2007
  • Sales
  • Provided finance options for repairs with Ford Credit.
  • Daily oversight of supply orders and inventory.
  • Trained and developed all personnel to uphold the standards of Ford Motor Company.
  • Balanced the books at the end of the night to ensure accuracy of daily sales as well as sales growth and P&L review.
  • Conducted MVI within states requirements
  • General mechanical repairs
  • Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • 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.
  • Analyzed service reports to identify areas of improvement.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Managed 20 employees daily.

Assistant Manager

Java Junction
11.2001 - 07.2003
  • Daily oversight of the operations of the coffee house.
  • Develop and implement strategies for customer growth and retention through creative marketing.
  • Booked live shows to promote business outside of our regular customer base.
  • Train and develop staff and provide direction for store level succession planning for independent owner.
  • Food prep and ordering.
  • Cash handling General mechanical repairs.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.

Education

High School Diploma - General

Lee’s Summit
Lee’s Summit, MO
05.2003

Skills

  • Positive attitude
  • Team leadership
  • Multitasking and organization
  • Problem-solving
  • Customer service
  • Reliable and responsible
  • Employee training and development
  • Customer service management
  • Critical thinking
  • Employee relations
  • KPI monitoring
  • Time management
  • Conflict resolution
  • Goal oriented

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Supervised team of 36 staff members.


Timeline

Service Manager

Laird Noller Commercial Truck Center and Quick Lane
08.2019 - Current

Processor

Cornerstone Home Lending
06.2017 - 07.2019

Store Manager/District Manager in Training

Speedy Cash
01.2007 - 05.2017

Service Manager

Quick Lane
07.2003 - 01.2007

Assistant Manager

Java Junction
11.2001 - 07.2003

High School Diploma - General

Lee’s Summit

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Nicole Mallahan