Customer Service Sales

JAMES E. DOER ING

**** ******* ******, **** ** the Hills, I L 60156

847-***-**** • j **********@*****.***

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SERV ICE MA NAGE ME N T

Self-motivated, dedicated and energetic professional, solid background in scheduling,

employee t raining, customer service and human relations supported by solid communication

and organizational capabilities.

Core Capabilities:

Customer service Identify, address, and resolve customer needs as a solution

resource.

Team leadership H i re, t rain, and evaluate the performance of service team

members.

Daily operations Manage and organize documents, sales receipts and service

t ickets.

Reliability Consistently achieve cost, quality, efficiency and productivity

goals.

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PROFESSIONAL EXPER I E NCE

McG rath Honda, 2011 – 2012

Service Advisor

Collaborate with management, sales and operations personnel to build strategies to build

effective service presentations and increase value-added sales.

Provided a high level of service delivery excellence to customers from a wide range of ages,

p rofessional, socioeconomic and cultural backgrounds.

Serve as an approachable resource for investigating and resolving customer service or

technical issues.

Recognized for exceeding goals and expectations; achieve a 95%+ CSI (customer service

i ndex) rating.

F i restone Complete Auto Care, McHenry, I llinois, 2006 - 2011

Service Manager

Managed a staff of 10, with skills including value-added sales, service, and technical

capabilities.

Scheduled, organized and prioritized workload, and served as a knowledgeable resource for

t roubleshooting and resolving service or technical issues.

Performed bank deposits and reconciliations, and assisted in overseeing accuracy of cash

management.

Established, developed and implemented goals for sales performance and service

p roductivity.

O rganized and led monthly meetings to discuss and improve service quality and efficiency.

Trained staff, developed their value-added sales skills, and monitored individual and team

performance.

W rote up service tickets and justified the quality, integrity and reliability of technical work

performed.

Received special recognition after t ransfer to new location for bringing new store from an

$80K loss to a $50K+ profit within the second year.

Successfully implemented new team concept, significantly improved service department

p roductivity.

H i red new staff and created a highly motivated team by encouraging development of

p resentation skills.

Pu rcell Brothers, Elgin, I l linois, 2002 – 2006

Service Advisor

Scheduled service appointments, and provided recommendations to customers along with

an emphasis on promoting value-added service features and benefits.

Purchased all parts, monitored and reviewed inventory for timely stock replenishment.

Evaluated sales of parts and service quality, provided recommendations for improvement

f rom initial customer presentation to service delivery capabili ties.

Prepared bank deposits and performed reconciliations in collaboration with bank

personnel.

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ED UCAT ION

College of DuPage, Glen Ellyn, I llinois

Completed two years of coursework toward Associate’s degree.

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M I L I TARY

United States Navy

Boatswain’s Ma te

Recognized as Master of Seamanship

Team leader responsible for t raining, directing and supervising personnel in ship’s

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maintenance.

Firefighter responsible for critical thinking and emergency response.

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Received several writ ten accommodations for exceptional team work.

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Honorably discharged.

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