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Skills

  • Cost Reduction in Parts and Inventory
  • Oil Change Service
  • Client relationship management
  • Mitigating Downtime in Service Shop
  • Emissions and Fuel Efficiency Testing
  • Customer service
  • Organization
  • Advanced Knowledge of category
  • Professional communication
  • Framework equipment

Work Experiences

  • Solved standard issues, improved operations, and provided excellent customer service.
  • Took incoming calls and used the PA system to page individuals and departments.
  • Put callers in touch with the appropriate professional, department, or company.
  • Boosted technician morale and efficiency during high-demand periods by coordinating with team leads and establishing clear daily objectives.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Achieved zero workplace accidents in 2024.
  • Oversaw a busy Brightline's 7-line switchboard system.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Addressed over 13 customer service requests daily.
  • Assisted customers by efficiently managing 15 calls per day while maintaining professionalism and a positive tone.

Summaries

  • Achieved a 66% reduction in troubleshooting times.
  • Achieved zero workplace accidents in 2019.
  • Award-winning Express Technician.
  • Achieved 19% reduction in repair times by collaborating effectively with senior technicians to troubleshoot and resolve complex mechanical issues.
  • Contributed to repeat business.
  • Consistently reduced repair time by 40%.
  • Contributed to a reduction in repair times by 35%.
  • Express Technician is a multi-talented Express Technician who is consistently rewarded for planning and operational improvements.
  • A charismatic individual with exceptional customer service skills.
  • Achieved results through clear communication and rapid service.

Accomplishments

  • Identified recurring failure patterns in process vehicles and worked with team to proactively replace components, cutting warranty repairs by 31%
  • Collaborated with team of 18 in the development of process.
  • Reduced shop expenses by 46% annually by managing an optimized procurement and inventory control plan for frequently used parts.
  • Received consistently high customer satisfaction feedback, with a personal rating of 69% in post-service surveys for 2015.
  • Created and led a cross-functional feedback initiative with team members resulting in 16% improvement in first-time repair success rates.
  • Collaborated with a team of 7 express technicians, contributing to the shop's highest efficiency score in 2018.
  • Used HubSpot to conduct diagnostics, reducing troubleshooting time by 70% and increasing throughput by 9 vehicles per day.
  • Partnered with parts suppliers to implement discounts, saving the shop approximately 4 per year.
  • Helped reduce customer complaints by 19% by consistently applying proper procedural and diagnostic checks before releasing vehicles.
  • Trained 3 new hires on workshop protocol and safety standards, cutting onboarding time in half and increasing team productivity.

Affiliations

  • Advanced Service Technician Alumni — Boston
  • Automotive Service Association (ASA) Affiliated Technician
  • American Society of Safety Professionals
  • Sustainable Automotive Technicians Association (SATA) Member
  • National Association of Social Workers
  • American Marketing Association
  • Certified Technician in category Maintenance
  • Project Management Institute
  • National Institute for Technicians and Mechanical Education (NITME) Graduate
  • Technician of the Year Nominee – Portland

Certifications

  • Manufacturer-Specific Certification (e.g., Toyota, Honda, Ford Certifications)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Michigan State Auto Mechanic Certification framework
  • ASE G1 – Maintenance and Light Repair Certification
  • ICAR Automotive Technician Training Certification
  • Customer Service Excellence Certificate – 2021, Ironclad Systems
  • Certified Onboard Diagnostics (OBD-II) Technician
  • Automotive Service Excellence (ASE) Certified
  • Certified Diagnostic Technician for Hybrid and Electric Vehicles

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