Montgomery Street, San Francisco, CA9XXX5609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary
Service Manager with 40+ years of experience ensuring efficient and timely services to customers for vehicle repair and maintenance. Demonstrated ability to manage the administration of a full-service service department. Outstanding communication and organizational skills. Highly adept in managing and motivating a culturally-diverse workforce.
Skills
Strong work ethic
Change management
Customer retention
Profit and loss accountability
Staff supervision
Performance improvements
Experience
08/2018 to Current
Service ManagerHughes Exterminators – Saint Petersburg, FL,
Oversaw service department budget and informed management of discrepancies.
Enforced adherence to customer service standards to foster satisfaction and retention.
Facilitated inter-departmental communication to effectively provide customer support.
Gathered and reviewed customer feedback to improve operations.
Hired, trained, developed and monitored performance of service department staff.
Resolved order discrepancies in a timely manner.
Collaborated with customers to discuss service needs and offer available solutions.
Developed and monitored budgets for the service department and informed dealership management of variances.
Defined department objectives and monitored performance.
Created written plans and obtained customer consent to proceed.
Resolved customers issues by providing timely and effective solutions.
Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
Effectively communicated and analyzed issues with customers to provide satisfactory solutions.
Strong leader of customer support staff.
09/2016 to 08/2018
Service ManagerHughes Exterminators – Brandon, FL,
Resolved order discrepancies in a timely manner.
Oversaw service department budget and informed management of discrepancies.
Worked with all departments to ensure 100% customer satisfaction
Recruited, hired and mentored service department personnel.
Model expected customer service standards to promote customer satisfaction, loyalty and retention.
Maintained extremely low employee turnover through motivating leadership and employee support.
Helped earn the company 100% customer satisfaction ratings with Kia and GMC by implementing processes to improve customer relations.
Addressed order discrepancies and provided timely resolution.
Resolved customers issues by providing timely and effective solutions.
Collaborated with customers to discuss service needs and offer available solutions.
Created written plans and obtained customer consent to proceed.
Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
Forecasted goals and objectives for the department and ensured adherence.
Wrote reports and gave oral presentations to keep employees up-to-date on company goals and achievements..
04/2013 to 08/2017
Assistant Service Manager/Shop Foreman/DispatcherJohnson Truck Center – City, STATE,
Recruited, hired and mentored service department personnel.
Enforced adherence to customer service standards to foster satisfaction and retention.
Collaborated with customers to discuss service needs and offer available solutions.
Defined department objectives and monitored performance.
Resolved customers issues by providing timely and effective solutions.
Developed and monitored budgets for the service department and informed dealership management of variances.
Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
Set schedules, implemented new policies and worked with managers to optimize operational procedures and establish clear objectives.
Scheduled and dispatched over 15 daily roadside assistance calls based on caller locations and available employees.
Answered customer requests with information about product availability, shipping information and status updates.
Tracked all changes in computer system.
Responsible for promoting safe and clean working environment.
Maintained record accuracy by using work order reporting system.
Directed team of 30 skilled workers to ensure quality, compliance and safety.
Managed work with little supervision.
Responded to service requests and maintained on-call status for emergency service needs.
Reviewed work orders and communicated with prior shift to assess work needs for the day.
08/2000 to 04/2013
Lead Tech/Shop ForemanLustine Chevrolet – City, STATE,
Troubleshot, diagnosed and repaired General Motors cars and trucks
Led team of 25
ASE certified master technician with 32 years automotive experience.
Processed work orders and prioritized jobs.
Responsible for promoting safe and clean working environment.
Kept supervisor informed of job progress
Reviewed work orders and communicated with prior shift to assess work needs for the day.
Maintained record accuracy by using work order reporting system.
Managed work with little supervision.
Completed all repairs and maintenance work to company standards.
Liaised with customers to explain repairs and present estimates.
Ensured customer satisfaction by providing highest quality of repairs by ensuring all equipment was properly installed and working correctly.
Education and Training
Expected in 1980
High School Diploma: Landsdowne High School - Baltimore, MD GPA:
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