Customer Service Manager
Resume:
C A R L W. A S H E R
- New Braunfels, TX ***** - 210-***-**** - ****.*.*****@*****.***
Over 30 years of extensive background in automotive industry, including experience in
parts distribution, body production management, technician dispatcher management, and
service consultant management.
Demonstrated success in negotiating win-win compromises, involving the ability to assess
customer service automotive needs to obtain problematic descriptions of vehicle issues, and
to discuss work to be performed and future repair requirements
Texas Department of Insurance – Certified Adjuster (License # 1637665 ) Adjuster
Training Solutions - All Lines Adjuster Pre Licensing Training (TDI course #24083)
Summary of Skills
Multi-Level Management Employee Relations Training & Development
Customer Service [SME] Conflict Resolution Performance Management
Automotive Industry [SME] Program/Project Management Organizational Development
Professional Experience
Wal-mart – NEW BRAUFELS, TX
Customer Service Manager, 2009 to 2011
Recruited to partner with the Store Manager, the Assistant Store Managers and Department
Managers as a part of the overall management team, which required the ability to successfully
complete the day-to-day management responsibilities of the front end, overseeing the functions
of the cash registers and supporting equipment, and all duties of the cashiers.
Key Results:
Responsible for successfully managing six overnight cashiers, oversee front end
stocking and display
Successfully implemented staffing, training, scheduling, inventory control,
equipment maintenance, and loss prevention management strategies in order achieve
higher levels of customer retention
Manage schedule for myself cashier staff and one customer service manager
Manager customer conflict resolutions, including employee complaints or concerns
and forwarding to management those above my authority
SKIDMORE & COMPANY – NEW BRAUFELS, TX
Caretaker/Mechanic/Handyman June 2008 to
August 2009
Recruited to take care of owners properties and personal and company vehicles
Key Results:
Performed general maintenance on seven properties and fifteen vehicles both personal
and company owned
Performed minor mechanical errands while moving large scale trailers and peripheral
equipment
TURKEY COVE AUTOMOTIVE – NEW BRAUFELS, TX
Mechanic / Service Writer, June 2006 to
June2008
Recruited [contract labor] to assess and promote the initial concerns of new and existing customers and to assign
automotive repair work to specific teams of automotive technicians, helping to arrange a loaner or rental car for the
customer, keeping the customer informed of the status of the vehicle's repair and providing the final estimate for
repairs and/or maintenance.
Key Results:
Proven track record of customer automotive needs assessment in order to obtain problematic descriptions of
vehicle issues, and to discuss work to be performed and future repair requirements
Successfully planned work procedures, using charts, technical manuals, and subject
matter expert experience
The ability to effectively communicate with service technicians prior to customer automotive project repairs
Experienced in attracting quality technicians in order to build high caliber repair teams so as to achieve
customer retention
MISSION CHRYSLER/JEEP - SAN ANTONIO, TX
Lead Service Consultant January 2006 – May
2006
Recruited to assess and promote the initial concerns of new and existing customers and to assign automotive repair
work to specific teams of automotive technicians, helping to arrange a loaner or rental car for the customer, keeping
the customer informed of the status of the vehicle's repair and providing the final estimate for repairs and/or
maintenance.
Key Results:
Responsible for greeting customers in a courteous and professional demeanor
Responsible for implementing conflict resolution skills in order to manage daily
customers complaints
Responsible for writing service orders, review technician findings weather warranty
or customer pay, advise customer of findings, get authorization for any customer pay
work or needed maintenances, keep customer advised through entire repair process in
order to maintain excellent customer relations
Designated as a mentor for two younger-aged consultants
CECIL ATKINS PONTIAC / GMC - SAN MARCOS, TX
Parts & Service Director, June 2005 – January
2006
Recruited to assess and promote the initial concerns of new and existing customers and to assign automotive repair
work to specific teams of automotive technicians, helping to arrange a loaner or rental car for the customer, keeping
the customer informed of the status of the vehicle's repair and providing the final estimate for repairs and/or
maintenance.
Key Results:
Proven track record of customer automotive needs assessment in order to obtain problematic descriptions of
vehicle issues, and to discuss work to be performed and future repair requirements
Successfully planned work procedures, using charts, technical manuals, and subject
matter expert experience
Proven ability to effectively communicate with all service technicians prior to customer automotive project
repairs
Experienced in attracting quality technicians in order to build high caliber repair teams so as to achieve
customer retention
GUNN CHEVROLET - SAN ANTONIO, TX
Team Service Manager, April 2004 – June 2005
CAVENDER CADILLAC - NEW BRAUNFELS, TEXAS
Service Consultant, October 2003 to April 2004
DON MAXWELL CHEVROLET – NEW BRAUNFELS, TX
Service Consultant, December 2000 to October 2003
WALLACE LUNDFREN CHEVROLET-SEGUIN,TX
Service Manager, August 1998-December 2000
DON MAXWELL CHEVROLET – NEW BRAUNFELS,
Tx
Service Consultant, October 1995 to August 1998
TOM BENSON CHEVROLET-SAN ANTONIO,TX
Dispatcher, October 1992 to September 1995
Education & Certifications
DEL MAR COLLEGE CORPUS CHRISTI, TX
GRADUATED FALL 1982
ASSOCIATE OF APPLIED SCIENCE: AUTOMOTIVE TECHNOLOGY & OCCUPATIONAL ED.
TEXAS DEPARTMENT OF INSURANCE
INDIVIDUAL AGENT LICENSE - Certified Adjuster (License # 1637665)
Adjuster Training Solutions - All Lines Adjuster Pre Licensing Training (TDI course #24083)
Also "The Fundamentals of Adjusting" and "Introduction to Xactimate" San Antonio, TX
Completed June 2010
Texas Department of Insurance – Certified Adjuster (License # 1637665 ) Adjuster
Training Solutions - All Lines Adjuster Pre Licensing Training (TDI course #24083)
Contact this candidate