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Skills

  • Regulatory compliance
  • Digital service check-in implementation
  • Performance metrics analysis
  • Automated Scheduling Tools
  • Customer Satisfaction Index (CSI) improvement
  • Conflict resolution with escalated issues
  • Incentive program design
  • Customer feedback loop creation
  • Automated service tracking software
  • Operational Performance Benchmarking

Work Experiences

  • Evaluated operating conditions and made adjustments to improve performance and extend the life of the equipment.
  • Kept track of safety compliance in order to maintain high standards and keep team members safe.
  • Analyzed and restructured the service drive layout.
  • Helped with maintenance program development, implementation, and execution.
  • Boosted repeat service engagements.
  • Collaborated with other dealerships in the area to share best practices, helping our location maintain its position in the top 6 for service turnaround times.
  • Cultivated a strong customer relationship management system, resulting in a 56% increase in positive online reviews.
  • Collaborated with the dealership's sales department to offer integrated service packages during vehicle sales, enhancing service/sales alignment and increasing overall revenue by $12.
  • Analyzed the final results to determine quality levels and isolate the root causes of any flaws that were discovered.
  • Awarded in 2024.

Summaries

  • Hardworking and conscientious when it comes to developing and enforcing maintenance schedules.
  • Maintenance Supervisor with 9 years of experience supervising janitorial and maintenance tasks.
  • Analytical Service Drive Manager skilled in performance tracking and improvement, leading to a 29% reduction in repair cycle time by optimizing service workflows. Renowned for delivering high-impact operational changes.
  • Adept in building long-term customer relationships.
  • Awarded for top service performance in the Midwest.
  • Maintain and repair system and program equipment efficiently.
  • Adept at fostering collaboration.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Strengths in data analysis and team leadership backed up by Miscellaneous training.
  • Achieved growth within 16 months.

Accomplishments

  • Achieved a 34% growth in monthly service drive revenue by focusing on high-margin services and mechanical recommendations during customer visits.
  • Worked closely with the marketing team to create targeted follow-up campaigns for missed appointments, converting 78% of lost customers back to the service department.
  • Revamped the customer feedback collection process, improving response rates by 47% and generating actionable insights for service improvements.
  • Lead the introduction of mobile check-in technology, increasing customer convenience and reducing driveway congestion by 59%.
  • Designed and managed incentive programs that aligned with company objectives, boosting service drive upsell by 41% month-over-month.
  • Steered efforts in restructuring workflow processes that reduced costs by $2 over 14 months through labor optimization and operation efficiency.
  • Worked with IT teams to integrate service department software with parts ordering platforms, reducing transaction lead times by 15 days.
  • Led efforts to reduce service department expenses by 71% through renegotiated supplier contracts and implementing cost-control measures.
  • Utilized QuickBooks to map out the service drive customer journey, identifying key pain points and implementing fixes that led to a 20% improvement in customer satisfaction.
  • Documented and resolved system which led to standard.

Affiliations

  • American Association of Dealer Service Managers (AASDM) - Engaged in advanced customer service techniques
  • International Carwash Association (ICA) - Affiliate contributing to cross-department process flow improvements
  • National Service Advisor Association (NSAA) - Engaged in discussions on service advisor and customer relations
  • National Institute for Service Excellence (NISE) - Attended workshops on improving Customer Satisfaction Index (CSI) scores
  • Association for Supply Chain Management (APICS)
  • Certified Automotive Fleet Manager (CAFM) - Certification in fleet maintenance management processes
  • National Independent Automobile Dealers Association (NIADA) - Collaboration in service and parts efficiency programs
  • Project Management Institute
  • Society of Automotive Engineers (SAE) - Affiliate focusing on new service technologies adoption
  • Customer Service Institute of America (CSIA) - Certificate in customer experience optimization

Certifications

  • Lean Six Sigma Green Belt Certification
  • First Aid/CPR Certified
  • Automotive Service Excellence (ASE) Certification
  • Certified Commercial Fleet Manager (CCFM) from framework
  • Certified Parts Specialist (CPS) from system
  • ServSafe
  • Certified Operations Manager (COM) from standard
  • Continuous Improvement Leadership Certification from program
  • Microsoft Certified Systems Engineer (MCSE)
  • Cisco Certified Internetwork Expert (CCIE)

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