Michael Chapman
Richmond
Summary
Dynamic Service Manager with a proven track record at Rugged Marine Supplies, excelling in customer service management and team leadership. Spearheaded process improvements that enhanced operational efficiency and resolved customer complaints effectively. Skilled in critical thinking and problem-solving, fostering a positive work environment while driving service excellence.
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.
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Service Manager
Rugged Marine Supplies
08.2002 - 12.2025
- Oversaw daily operations to ensure optimal service delivery and customer satisfaction.
- Developed training programs for staff to enhance product knowledge and service skills.
- Implemented process improvements that increased efficiency in inventory management systems.
- Collaborated with cross-functional teams to streamline service protocols and workflows.
- Analyzed customer feedback to drive service quality enhancements and operational adjustments.
Service Manager
R&L Carriers
05.2000 - 08.2002
- Managed vendor relationships to negotiate favorable terms and secure timely supply deliveries.
- Led performance evaluations, providing mentorship and guidance to team members for professional growth.
- Established key performance indicators to measure service effectiveness and identify improvement areas.
- Resolved customer complaints in professional and timely manner.
Service Technician
R&L Carriers
06.1998 - 05.2000
- Diagnosed and repaired mechanical issues on a variety of equipment and vehicles.
- Conducted routine maintenance checks to ensure operational efficiency and safety compliance.
- Collaborated with team members to improve service protocols and enhance customer satisfaction.
- Trained junior technicians on repair techniques and safety practices to foster skill development.
Education
Bachelor - Diesel Machinic
North Western Tech. School
Lima, OH08-1998
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Customer service management
Certification
- Yamaha Marine Certified
- BRP Marine Certified
- Mercury Marine Certified
- Suzuki Marine Certified - [Timeframe]
Timeline
Service Manager
Rugged Marine Supplies
08.2002 - 12.2025
Service Manager
R&L Carriers
05.2000 - 08.2002
Service Technician
R&L Carriers
06.1998 - 05.2000
Bachelor - Diesel Machinic
North Western Tech. School