Customer Service Manager

GARY PRESSMAN

**** **** ******* *****, ***********, MO 65810 * 417-***-****

SERVICE MANAGER. Extensive experience in materials management, customer

service, insurance, warranty, purchasing, sales/marketing, and shipping and

receiving.

SUMMARY OF QUALIFICATIONS

. Researching and developing potential suppliers for ready-made products

as well as developing specialty items.

. Vendor sourcing and negotiating, shipping and receiving.

. Customer satisfaction and conflict resolution.

. Extensive background in the diagnosis and estimation of automotive

problems thru satisfactory resolution.

. Overall strong technical background; experienced in Reynolds and

Reynolds, ADP, and Arkona.

SKILLS AND ACCOMPLISHMENTS

. Communicated courteously with customers, suppliers and departments as

needed;

. Investigating and solving customers' problems, some of which may have

been complex or long-standing problems that have been passed on by

customer service assistants;

. Handled customer complaints or any major incidents, such as a security

issues or a building maintenance issues;

. Issued refunds or compensation to customers;

. Kept records of discussions or correspondence with customers;

. Produced written information for customers;

. Visited with customers to provide a one-to-one service.

. Analyzed statistics or other data to determine the level of customer

service we were providing;

. Developed customer service procedures, policies and standards for the

company following the guidelines of corporate policy;

. Collaborated with other managers to coordinate improvements to

customer service;

. Involved in staff recruitment, appraisals and terminations as

necessary.

. Continued staying abreast of developments in customer service and my

industry by reading relevant journals, going to meetings and attending

courses.

EDUCATION AND TRAINING

Ozarks Technical College

Springfield, Missouri

A.A.S, Automotive Technology

1998

Minors in Business and Marketing

Received O.T.C. Presidential Scholarship

Nissan Service Way Part 1: Building Service Retention and Profits

2010

AutoZone Corporate Training

1994 - 1996

CEU's, Service Testing and Diagnostics

D.E.C.A. Award of Excellence, Vehicles and Petroleum

1994

(Distributive Education Clubs of America)

D.E.C.A. National Competition, Vehicles and Petroleum

1994

PROFESSIONAL EXPERIENCE

2010 - present American Lawn Care Ozark, Missouri

Groundskeeper, lawn care

Use of all power equipment as needed (mowers, clippers, edgers).

Distribute mulch, apply fertilizer. See that appropriate irrigation

is maintained. Operate mowers of different sizes.

2009 - 2010 Fletcher Nissan Joplin,

Missouri

Service Manager

Handled factory and extended service warranties for all makes and

models of vehicles, primarily Nissan. Documented customer concerns;

determined, informed and obtained permission for needed services and

repairs. Supervised five technicians, writing up and reviewing work

orders as necessary. Reported to the General Manager. I organized

the relocation of the parts department area to work more effectively

with the service department as part of a long-range strategy for

departmental planning. Coordinated requests from various locations.

Worked to promote customer service and satisfaction thru prompt and

effective service and repairs. Upselling through Reynolds and

Reynolds.

2006 - 2009 Motorcars International Springfield, Missouri

Service and Parts Manager

Documented customer concerns; determine and obtain permission as

required for needed services and repairs. Handled factory and

extended service warranties for all makes and models of vehicles,

including exotics. Controlled work flow through service area.

Promoted customer service and satisfaction while staying within the

parameters of organization. Negotiated prices from vendors.

Maintained parts department ensuring adequate supply.

2003 - 2006 Proformance, a Division of Aarons Automotive

Springfield, Missouri

Warranty Administrator

Received customer calls from individual customers as well as

dealerships and repair shops regarding warranty claims. Calls

required off-site diagnosis and an ability to answer questions

regarding parts and labor promptly. Process all necessary

documentation to substantiate determination.

2002 - 2003 O & S Trucking

Springfield, Missouri

Parts Manager

Maintained a balanced inventory consistent with the demands of

the service department; Monitory and adjusted inventory to avoid

duplication.

1997-2002 Marshfield Motors Marshfield, Missouri

Assistant Parts Manager

Customer service/sales in the automotive parts department.

Responsible for all phases of customer service including counter and

telephone sales, warrantees, refunds and exchanges, specialty orders

(including locating appropriate vendors) and inventory control.

Placed, tracked and monitored the delivery of purchase orders.

Expedited deliveries as needed. During the period of time that I had

been employed the company met or exceeded an unprecedented amount of

corporate objectives.

1994 - 1995, 1997 Montgomery Ward Automotive

Springfield, Missouri

Service Writer

Customer service/sales in the automotive parts department.

Responsible for all phases of customer service including counter and

telephone sales, warrantees, refunds and exchanges.

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate