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Summary
Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing 44 years of experience in automotive field. Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. Hardworking fixed ops specialist accustomed to fast-paced call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in automotive standards and best practices.
Skills
Debugging
Application installations
Troubleshooting and diagnostics
Technical background
Recordkeeping skills
Failure resolution
Activity planning
Experience
01/2013 to CurrentFixed Ops Support SpecialistFleetpride | Birmingham, AL,
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Documented repair processes and helped streamline procedures for future technical support actions.
Solved diverse routine and complex problems independently by applying on hand processes.
Consistently responded to customer service emails within standard response window.
Administered product training to dealership parts and service employees on installs.
Provided diverse assistance to incoming calls from dealers with parts and service concerns. Service managers, advisers, part department personnel and cashiers.
Assessed Parts and Service issues to determine appropriate troubleshooting methods for remediation.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
02/2011 to 02/2012Assistant Service ManagerJevs Human Services | New Castle, DE,
Collaborated with customers to offer solutions to service needs.
Defined department objectives and monitored performance to facilitate operations.
Adhered to customer service standards to foster satisfaction and retention.
Researched and provided timely resolution to service discrepancies.
Monitored employee performance through effective analysis of key metrics.
Created employee work schedules to keep shifts properly staffed.
Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
Created written estimates and obtained customer consent to proceed.
Delivered positive reinforcement and constructive criticism for employee work efforts.
Motivated, led and supported employees to maintain low turnover.
Informed and educated department employees on changes from management.
Forecasted department goals and objectives and enforced deadlines to encourage task progression.
Inspected completed work to assess quality and identify skill or ability issues.
04/2009 to 02/2011AdvisorFleetpride | Bowling Green, KY,
Assisted with development of best-in-class solutions for internal and external customers.
Applied exceptional skills in communication and conflict-resolution to improve decision-making process.
Helped service manager resolve problems by addressing problems analytically and with real-world data.
Counseled clients on service matters and provided recommendations on their vehicles. Explore for opportunities, products and services based on client needs and asset availability.
Developed and deepened relationships with new and existing clients to advance progress and improve business.
Leveraged customer service and consultative sales techniques to exceed sales benchmarks, resulting in increase over expected sales targets.
04/2004 to 04/2009Assistant Service ManagerNemith Motors | City, STATE,
Collaborated with customers to offer solutions to service needs.
Defined department objectives and monitored performance to facilitate operations.
Adhered to customer service standards to foster satisfaction and retention.
Researched and provided timely resolution to service discrepancies.
Monitored employee performance through effective analysis of key metrics.
Created employee work schedules to keep shifts properly staffed.
Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
Created written estimates and obtained customer consent to proceed.
Delivered positive reinforcement and constructive criticism for employee work efforts.
Managed service department budget and investigated and resolved discrepancies.
Motivated, led and supported employees to maintain low turnover.
Informed and educated department employees on changes from management.
Forecasted department goals and objectives and enforced deadlines to encourage task progression.
Prioritized and delegated daily work tasks to meet anticipated project goals.
Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
Determined schedules, sequences and assignments for work activities, based on priority, quantity of equipment and personnel skill.
Coordinated efficient maintenance schedules to keep systems running at peak levels.
Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.
Education and Training
Expected in 06/1973High School Diploma | Aviation High School, Long Island City, NY, GPA:
Major in Powerplant Technician.
Expected in 06/1977Certificate | Roberts Automotive Technology, New York, NY, GPA:
Major in Automotive Technology
Accomplishments
I started in as a technician in 1977 and worked my way up throughout the years. After eight years as a technician I became a service advisor at one of the GM dealer's that I was working at. The dealer sent me to a one week GM College in Miami, Florida. As a service advisor in a Toyota dealership years later, I was given the opportunity to become a service manager at one of the dealerships that my service director at the time was working.
Atcon service training for several dealerships that I have worked at.
Ran an Auto/Nation service department from the ground up in Pembroke Pines, Fl.
In my spare time I took a course in Solar Energy, just to learn about it.
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