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Service Manager Resume Example

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SERVICE MANAGER
Summary

Mazda Service Manager with 10 years of experience in dealership business offering efficient and timely repair and maintenance service to customers. Monitors and controls performance of department using appropriate reports, tracking systems and surveys. Highly skilled in managing and motivating a diverse workforce. successful at handling customer issues quickly and effectively. Able to successfully establish and maintain good working relationships with customers to encourage customer retention and referrals.

Skills
  • Data analytics
  • Customer service
  • Task delegation
  • Reporting and documentation
  • Process optimization
  • Relationship development
  • Planning and coordination
  • Organization
  • Administrative support
Experience
Service ManagerThompson Automotive Group | Baltimore, MD | November 2018 - Current
  • Defined department objectives and monitored performance to facilitate operations.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Collaborated with customers to offer solutions to service needs.
  • Informed and educated department employees on changes from management.
  • Reviewed inventory levels and ordered supplies to keep products in stock.
  • Created employee work schedules to keep shifts properly staffed.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Created written estimates and obtained customer consent to proceed.
  • Hired, trained and developed service department staff to drive performance.
  • Delivered positive reinforcement and constructive criticism for employee work efforts.
  • Researched and provided timely resolution to service discrepancies.
  • Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
  • Forecasted department goals and objectives and enforced deadlines to encourage task progression.
  • Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
Service AdvisorThompson Automotive Group | Baltimore, MD | April 2016 - November 2018
  • Welcomed incoming individuals and ascertained needs by asking open-ended questions.
  • Recommended additional, useful services to customers, which helped to increase overall sales.
  • Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
  • Documented and scoped actions taken to resolve issues after service calls.
  • Explained amount for expected services and provided detailed answers to customer questions.
  • Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
  • Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Documented conversations with customers to track requests, problems and solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Answered inbound calls and directed to designated individuals or departments.
  • Oversaw warranty counseling process to manage expense controls.
  • Determined accurate prices for customer services, consistently searching for deals and best prices for customers.
Service AdvisorMileOne Automotive Group | Parkville, MD | June 2014 - June 2016
  • Welcomed incoming individuals and ascertained needs by asking open-ended questions.
  • Supervised monetary transactions and changes while coordinating logistics to verify service dates.
  • Recommended additional, useful services to customers, which helped to increase overall sales.
  • Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
  • Explained amount for expected services and provided detailed answers to customer questions.
  • Contributed to business growth by confirming customer satisfaction with service and quality.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Documented conversations with customers to track requests, problems and solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Education and Training
Certified Nursing Assistant : Nursing AssistanceBaltimore County of Nursing Assistance | | Baltimore, MD | October 2014
High School DiplomaC Milton Wright High School | | Bel Air Md | June 2012
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Resume Overview

Companies Worked For:

  • Thompson Automotive Group
  • MileOne Automotive Group

School Attended

  • Baltimore County of Nursing Assistance
  • C Milton Wright High School

Job Titles Held:

  • Service Manager
  • Service Advisor

Degrees

  • Certified Nursing Assistant : Nursing Assistance
    High School Diploma

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