FRED YOUNES

**** *** ******

Winthrop Harbor, IL 60096

acahwa@r.postjobfree.com

847-***-****

WORK EXPERIENCE:

*/**** – 10/2013 Service Adviser

D & R Autoworks, Highland Park, IL

Mitchell System

D&R is a low key/low pressure independent repair facility specializing in

European and Asian vehicles. My primary directive is to provide exemplary

service by focusing on the customer's needs and desires. We strive to greet

all customers immediately and answer the majority of phone calls within one

ring. My responsibilities include estimating repairs using and comparing

Mitchell and Alldata labor guides to ensure fair and competitive quotes are

consistently provided. By remaining proactive through timely customer

contact, we succeed in putting our customers at ease.

2/2012 – 5/2012 Service Adviser

Honda of Kenosha, Bristol, WI

ADP System

Responsibilities consisted of greeting guests promptly and enthusiastically,

determining service needs by asking open-ended questions, recommending all

necessary repairs and maintenance, keeping guest apprised via phone or email,

performing active delivery when guests returned for pick-up, follow-up via

phone or email to ensure customers’ complete satisfaction.

7/2011 – 11/2011 SEE: Lexus of Highland Park below

2/2011 - 5/2011 Service Manager

Lujack Lexus of the Quad Cities, Davenport, IA

ADP System

Supervised a staff in excess of 30 employees, including 14 technicians, 4

service advisors, 3 parts dept. personnel, 7 detailers & service assistants,

3 call center staff/cashiers and a greeter. I was hired with primary

objectives of increasing growth, profitability, customer satisfaction and

retention. My responsibilities included payroll and sales reports,

supervision of employee work habits, review and analyzing returned customer

surveys, making necessary adjustments to policies, procedures and follow-up

processes. Among my accomplishments were recognizing the capabilities of a

technician with exemplary communications skills and problem-solving expertise

and facilitating promotion first to dispatcher then to service consultant; I

also analyzed and streamlined customer check-in and service writing process;

initiated the position of a greeter to expedite client reception and increase

CSI; oversaw and revised direct mail advertising to more effectively

represent the Lexus brand; reached forecasted service sales goals; increased

technician satisfaction by restructuring delegation of dispatch

responsibilities; brought facility up to OSHA safety regulations and

standards; ensured technicians were up to date with Lexus required training;

made all necessary repairs and upgrades to facility, tools and equipment;

implemented and administered X-Time appointment software to allow customers

to book appointments online.

11/2002 – 11/2011 Assistant Service Manager/

Lexus Certified Service Consultant

Lexus of Highland Park, Highland Park, Il.

ADP System

My position as an Assistant Service Manager of a Lexus dealership required

patience, tenacity and calm, collected reasoning in the face of conflicting

requirements and customer expectations, with delegation of responsibilities

to achieve maximum productive potential of my team. My success was further

enhanced through efficient multi-tasking and allocation of resources. A

typical day entailed heavy customer contact, with a focus on assuring each

customer was met promptly, courteously and enthusiastically. I determined

their needs and conveyed to them any and all services required, at the same

time verified in detail any complaints they may have had and then recapped

the order to assure accuracy and completeness. Keeping customers apprised

and conveying supplemental repairs was critical. Follow up when vehicle was

completed was just as crucial with an active delivery when customers

returned. I had been successful in increasing clientele base through

demonstrating a personal interest in my customers' needs while remaining

congenial and confident throughout the process and consistent follow-up.

Increasing customer satisfaction was achieved through exceeding their

expectations, proving values of service, quality inspection and paying

attention to details. It was ultimately rewarding when customers acknowledged

my efforts with thank-yous, in person or by mail; when subordinates

appreciate my guidance and respect my judgment; and, finally, when superiors

recognize my achievements and follow my recommendations. I look forward to

applying these skills to my utmost potential in new applications.

2/1998 - 11/2002 Service Adviser

Highland Park Volvo, Highland Park, IL

ADP System

I applied my service writing experiences to achieve unprecedented sales and

CSI scores in an environment that did not easily sustain or nurture

philosophies of growth or expansion. I began to realize for the last two

years that the franchise would soon be sold, so I found a position in a high

line luxury dealership where my skills would be more mutually beneficial.

4/1993 - 2/1998 Assistant Service Manager/Dispatcher/Service Adviser/Quality

Control Inspector

Ridge Pontiac, Des Plaines, IL

ADP System

Originally hired on an entry level basis as a quality control inspector with

the notion of rapid advancement through dedication and perfection. I became

a service adviser within one year and demonstrated greater value to the

service director who realized my potential exceeded his expectations. My

next position would be dispatcher and assistant service manager after another

year. I was responsible for dispatching all work to technicians, closing all

of the repair orders and verifying accuracy of all associated documentation.

EDUCATION:

9/1983 - 11/1984 Lincoln Technical Institute, Norridge, IL

9/1979 - 5/1981 Oakton Community College, Des Plaines, IL

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