Customer Service Manager

Michael E. Faraone

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

Rochester, N.Y. 14623

(H) 585-***-****

(C) 585-***-****

OBJECTIVE

To be an integral component of the management team for a premier auto group, driven by and, focused upon customer service excellence. It is only by keeping the customer at the ‘apex’ of dealer-wide focus that growth expectations will be met and exceeded.

PROFESSIONAL SKILLS/QUALIFICATIONS

Outstanding organizational, interpersonal and communication skills, with an emphasis on customer service

Business acumen in balancing customer satisfaction with profitability, via a proven 20 year track record of professional service

Proven ability to work independently and in a team setting

Proven capability to master new programs and methodologies of productivity

Long-established record of superseding goals and objectives

ASE Certified with the ability to meet expectations of upper management, technicians, and exceed the expectations of our clients

PROFESSIONAL EXPERIENCE

LEN STOLER LEXUS Owings Mills, MD 2006 - 2008

Assistant Service Manager

Emphasis on building and establishing relationships

Averaging $150,000 monthly-gross; parts and labor

Maximizing the efficiency of 16 technicians while managing and satisfying 30 or more clients daily

3.0 + hours per RO average while maintaining an effective-labor rate within 10% of the advertised shop labor rate

Always “Elite” status CSI

V.O.B. BMW - NISSAN – SAAB Bethesda, MD 2003 - 2006

Service Manager

Increased ‘effective labor-rate’ to $74.00/hr

In the first year, increased CSI 30 points

Developed and instituted customer follow-up and service call-back system proving highly successful

Increased and maintained 74% department ‘gross’, holding 59%

Managed four Service Advisors, twelve technicians, and a shop Foreman

HEISCHMANN BMW Arlington, VA 2000 - 2003

Assistant Service Manager

Consistently achieve 70% profitability on franchise fixed costs.

Rated at over 90% approval in Customer Service Indices

MARTENS’ CARS OF WASHINGTON Washington, DC 1999 - 2000

Volkswagen Service Manager

LINDSAY CADILLAC CO Alexandria, VA 1990 - 1999

Master Service Advisor

Six-years’ Cadillac Technician’s Craftsman League Awards

Five-years’ Cadillac Master Service Advisor Awards

METROPOLITAN MOTORCARS, INC. Marlowe Heights, MD 1986 - 1990

Service Advisor: Mercedes Benz, Porsche + Audi & Saab

Mercedes Benz Road-Side Service Technician

Rated ‘No.1’ German import dealer for service and sales by Washingtonian and Check

Book magazines, 8 consecutive years

HAYWOOD-CLARKE PORSCHE-AUDI. Richmond, VA 1984 -1986

Shop Foreman : Factory- Certified Porsche Technician

Audi – Certified Technician

PIEHLER PONTIAC-JAGUAR Rochester, NY 1980 – 1984

Service Advisor: Jaguar and Rolls Royce

NASHVILLE AUTO-DIESEL COLLEGE, Nashville, TN. 1978 – 1979

Study of Automotive technology and fundamentals of diesel power-plants, both truck and industrial applications.

Graduated with Craftsmanship Honors

REFERENCES

Available upon request

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