Humberto Valero
Acworth
Summary
Dynamic Service Operations Manager with a proven track record at Assured Comfort Heating & Cooling, driving operational efficiency and enhancing customer satisfaction. Expert in strategic planning and team management, I successfully implemented process improvements that elevated service quality and productivity, achieving a 15% increase in new customer acquisition. Bilingual and skilled in conflict resolution. Multi-talented service manager successful at handling customer issues quickly. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing several years of progressive experience.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Service Operations Manager
Assured Comfort Heating & Cooling
Douglasville
01.2025 - Current
- Managed daily operations to ensure efficient service delivery and customer satisfaction.
- Oversaw team performance, providing training to enhance skills and productivity.
- Implemented process improvements for service efficiency and quality.
- Coordinated scheduling of service technicians to optimize resource allocation.
- Maintained accurate inventory management systems for equipment and supplies.
- Collaborated with sales teams to align service offerings with customer needs.
- Conducted regular team meetings to communicate goals and address challenges.
- Resolved escalated customer issues promptly, maintaining high satisfaction levels.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Hired and trained service department staff to drive performance.
Director of Operations
Timo's HVAC
Thousand Palms
07.2023 - 12.2024
- Oversaw effective operating procedures to enhance organizational performance.
- Reviewed company documents to assess communication and productivity factors.
- Collaborated with HR to implement hiring procedures and evaluate staff performance.
- Defined and revised operational policies and guidelines for the organization.
- Developed and executed growth directives to drive business expansion.
- Managed procurement, resource allocation, and budget reviews to maximize profits.
- Coached service technicians to optimize performance opportunities in the field.
- Liaised with departmental heads to ensure compliance with financial plans.
- Managed scheduling and logistics for service technicians across multiple service areas.
- Developed and implemented operational policies to streamline workflow efficiency.
- Worked with management team to develop operational goals aligned with business strategy.
Operations Manager HVAC
Dr fix it hvac
Denver
12.2019 - 05.2023
- Directed overall operations of Branch, ensuring alignment with business goals.
- Accountable for KPIs including safety, labor productivity, and customer satisfaction.
- Evaluated service and installation department strengths, maintaining appropriate staffing levels.
- Executed Area training plan utilizing NATE certification to enhance service quality.
- Tracked NATE and professional training certifications for all technicians.
- Coordinated all service work and installation projects to optimize efficiency.
- Addressed customer service complaints professionally to achieve high satisfaction levels.
- Supported sales department by answering technical questions and optimizing Sales Lead Program.
- Managed scheduling and dispatching of service technicians for timely customer support.
- Coordinated training programs to enhance team skills and operational efficiency.
- Developed standard operating procedures for improved workflow and safety compliance.
- Analyzed operational data to identify areas for process improvements and cost reduction.
Branch Manager
Peachtree Service Experts
Duluth
11.2017 - 12.2019
- Directed overall operations of branch, achieving revenue of approximately $20M with 68 employees.
- Accountable for KPIs including safety, labor productivity, efficiency, employee retention, and budget management.
- Supported sales department in maximizing effectiveness of Sales Lead Program through collaboration.
- Recruited, hired, and trained branch employees, including technicians and supervisors, to optimize performance.
- Managed daily operations to ensure seamless customer experience and high service standards.
- Implemented safety protocols for compliance with company policies and regulations.
- Analyzed customer feedback to enhance service offerings and promptly address concerns.
- Coordinated inventory management to optimize stock levels and reduce waste.
Service Manager II
ARS/Rescue Rooter
Atlanta
01.2016 - 01.2017
- Lead staff members who install, repair and maintain heating and air conditioning systems in both residential and commercial buildings.
- Routinely worked directly with service and install technicians, dispatch personnel and other managers to ensure customer satisfaction while meeting department goals and objectives.
- Communicated directly with customers, vendors, and suppliers to ensure accurate communication of job or project status and requirements.
FIELD SUPERVISOR
ESTES SERVICES
Atlanta
01.2009 - 01.2016
- Achieve and exceed revenue per ticket every month for 2 years.
- Grew new customer by 15% by sales of maintenance agreement.
- Highest revenue per ticket for 2 years.
- Sales of $2Min 2 years.
- Customer satisfaction reviews always 100% positive.
- Top lead generator for 2 years.
- Recognized for ability to quickly establish rapport with customers, upsell products and build loyal clientele.
TECHNICIAN
SERVICE EXPERTS
Gwinnett County
01.2000 - 01.2009
- Sales of $500.000 per yr.
- Customer service satisfaction reviews 100%.
- Top lead generator for sales.
- Growth new customers by 12 % for 3 years and 18% by 4 years.
- Top highest revenue per ticket for 7 years.
- Manage and supervised employees on the field to help them solve issues with customers.
- Deliver weekly reports of revenues, sales and sales lead in time.
- Increased territory sales by 11% within 3 years, exceeding yearly quota by 12%.
Education
High school or equivalent -
Skills
- Word
- Budget
- training
- Strategic planning
- Recruiting
- Project coordination
- Sales support
- Profit and loss
- Upselling
- Sales management
- Pricing
- HVAC
- Customer service
- Sales
- Team management
- Logistics
- Business development
- Inventory control
- Project management
- Budgeting
- Research
- Event planning
- Process improvement
- Purchasing
- Forecasting
- Spanish
- Bilingual
- Employment & labor law
- Microsoft Project
- Operations management
- Construction
- Conflict management
- Analysis skills
- Presentation skills
- Leadership
- Plumbing
- Account management
- Negotiation
- Mentoring
- Outside sales
- Supervising experience
- Technical support
- Training and development
- Property management
- Service operations management
- Team performance oversight
- Quality assurance
- Scheduling optimization
- Employee training
- Effective communication
- Conflict resolution
- Cross-functional coordination
- Operational efficiency
Certification
- CPR Certification
- Driver's License
Languages
Spanish, Expert
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Service Operations Manager
Assured Comfort Heating & Cooling
01.2025 - Current
Director of Operations
Timo's HVAC
07.2023 - 12.2024
Operations Manager HVAC
Dr fix it hvac
12.2019 - 05.2023
Branch Manager
Peachtree Service Experts
11.2017 - 12.2019
Service Manager II
ARS/Rescue Rooter
01.2016 - 01.2017
FIELD SUPERVISOR
ESTES SERVICES
01.2009 - 01.2016
TECHNICIAN
SERVICE EXPERTS
01.2000 - 01.2009