Customer Service Manager

David T. Roy

** ******* ***** ****, *******, NH 03773 Telephone: 603-***-****

Email: ********@***.***

(Cell) 508-***-****

? Dedicated service manager / advisor with my 30+ years of experience

in the "Automotive" retail and service settings. Consistently achieve

record-high customer satisfaction rankings, improvements to the bottom

line and turnaround of underperforming operations.

? Respected builder and leader of customer-focused teams; instill a

shared, enthusiastic commitment to customer service as a key driver of

company goal attainment. Lead by example and ensure the execution of all

safety, security, quality and store operations policies.

Areas of Expertise

? Customer Service ? Customer Satisfaction ? Teambuilding &

Management Enhancement Training

? Complaint Handling & ? Front-End Supervision ? Cost-Reduction

Resolution ? Sales & Margin Improvement Strategies

? Retail Operations ? Order Fulfillment

Management

Professional Experience

ALLIED BARTON - Conshohocken, PA 7/08 to 7/10

Security Officer for Ruger Manufacturing

. Monitoring security in and out of the company

. Monitoring of vendors and visitors

. Manning the metal detector station

TIRE WAREHOUSE - Claremont, NH 10/05 to 3/08

Assistant Manager

. Managing Parts Department

. Assisting Manager in sales of tires

HOUSE OF WHEELS - Auburn, MA 3/99 to 7/05

General Manager

. Hiring, training and scheduling hours of employees

. Monitoring inventory

. Ordering of parts from suppliers

. Monitoring and returning warranty and obsolete parts

. Scheduling of installation for Service Department

. Outside sales (acquiring new customer business)

. Acquiring new merchandise from new suppliers

EDWARD BUICK - Worcester, MA 8/94 to 3/99

Service Advisor

. One of three Service Advisors in a very busy Buick/GMC truck

dealership

. Schedule of appointments

. Selling regular maintenance / additional service work when determined

WORCESTER JEEP/EAGLE (DANIELS BROS AUTO SALES) - Worcester, 9/88 to 8/94

MA

Service Manager

. Managed Parts and Service Departments

. Hiring, firing and scheduling of 12 employees

. All phases of warranty - including writing and submitting claims

. All phases of Chrysler Corp. DIAL computer system

Education and Training

ACADIA UNIVERSITY - Wolfville, Nova Scotia, Canada

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