Customer Service Manager

Thomas Loiacono **** Bali Hai Drive Boynton Beach FL

33434

[pic]Phone: 954-***-**** Email:

********.***@*****.***

Summary of qualifications

A highly efficient, focused, resourceful and energetic professional with

over 12 years experience managing automotive facilities who takes pride in

a job well done and will work tirelessly to insure all goals are met. An

innovative, forward-thinking problem solver dedicated to establishing the

perfect balance of corporate growth and profitability, as well as the

highest standard of customer service. A results-driven, effective team

player/builder who relates well with co-workers and all levels of

management to forge a cooperative and well organized workplace environment;

a loyal and disciplined self-starter who possesses a strong work ethic and

the following specific set of skills:

. New Business Development

. Highly Efficient, Organized and Detail Oriented

. Superior Customer Service and Claims Resolution

. Excellent Communications and Interpersonal Skills

. Increase Sales and Profit Margin

. Large Staff Supervision: Training, Scheduling, Motivation, Evaluation and

Development

. Profit and Loss Statements

. Revenue Tracking and Control

. Create Service Estimates/Invoices/Contracts

Employment history

PARKSMAN PARKING, Aventura, FL

3/2013 - present

Project Manager

. Brought into company for the largest project to date, single handedly

responsible for 14 Miami Beach hotel valet locations, self parking

operations and 200 employees.

. Responsible for all aspects of project including hiring, firing,

training, safety procedures, client relations, customer relations,

revenue control, scheduling, payroll, data reporting and claims handling.

. Maximize business efficiency model with direst focus on profitability

. Research and consult on all new potential projects in South Beach area

. Coordinate the use of different parking lots and establishments for ever

changing volume and the methods of parking for each area

AMERIPARK, Nationwide, USA

7/2009 - 3/2012

Accounts Manager/Accounts Consultant

. "Face of" one of the largest parking chains in the retail industry and

responsible for managing parking facilities, both outdoor lots and indoor

garages, in various locations nationwide

. Hand picked as the main coordinating team member out of over 800

employees to hire and train for nationwide grand openings after only 3

months of employment

. Oversee all activities directly related to providing services and

upholding company image

. Responsible for staff hiring/firing, training, scheduling, supervision

and motivation of 65 employees

. Audited expense accounts and conducted field auditing/quality control

THOMAS LOIACONO

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. Personally responsible for saving company account grossing over $1.2

million annually connected to one of the companies most profitable

clients

. Oversaw all logistical aspects and worked with management team to

source/set-up four new locations, including Santa Monica Place and the

West Side Pavilion, in Los Angeles, CA

. Solely created standard operations manual for new high tech garage

facility to insure smooth and efficient delivery of service

. Consulted nationwide on under performing projects and presented

rejuvenation strategies

. Developed strong working relationships with key personnel of ongoing

business accounts, to ensure customer satisfaction

. Worked with subcontractors to service equipment; designed and installed

new signage

. Created a workplace of open communication and teamwork with the emphasis

on superior customer service

. Maintained consistent communication with senior management regarding all

structural, employee, vehicular and financial issues

. Performed inventory checks, purchasing and other duties as necessary,

including cashier and valet

. Served as troubleshooter to resourcefully resolve problems, complaints

and all other customer-related issues

. Responsible for large amounts of cash, upwards of $50,000 weekly, and

performing all banking functions.

. Prepared daily sales and activity reports

. Reconciled daily cash receipts and disbursed tips to employees

AMERICAN VALET, Phoenix, AZ

5/2008 - 7/2009 Account Manager

. Responsible for managing parking facilities in multiple Phoenix, AZ

locations

. Promoted to account manager of companies 2nd largest account in charge of

3 phase operation grossing $500,000 annually after first month of

employment

. Responsible for hiring/firing, training, scheduling, supervision and

motivation of all employees

. Modified business models to suit circumstances at individual locations

. Streamlined operations, achieving highest employee efficiency ratio

companywide and maximizing profits

. Developed strong working relationships with key personnel of ongoing

business accounts, to ensure complete customer satisfaction

. Created a workplace of open communication and teamwork with the emphasis

on superior customer service

. Maintained consistent communication with senior management regarding all

structural, employee, vehicular and financial issues

. Performed inventory checks, purchasing and other duties as necessary,

including cashier and valet

. Served as troubleshooter to resourcefully resolve problems, complaints

and all other customer-related issues

. Audited expense accounts and conducted field auditing/quality control

. Prepared weekly profit and loss statements

. Reconciled daily cash receipts and disbursed tips to employees

BRENNAN'S AUTO REPAIR, INC., Pottstown, PA

12/2001 - 4/2008

Shop Manager/Technician

. Manager of a 4 bay independently owned complete auto repair service

facility annually grossing $500,000 by focusing on complete customer

service and thorough repair work

. Responsible for all aspects of operation, including staff, creating

estimates, sales, parts purchasing, inventory control and scheduling

appointments for operational efficiency, as well as all business

transactions and customer financial arrangements

. General proficiency with motors, transmissions, suspension, drive lines,

electrical systems as well as heating, cooling, brakes, tires and exhaust

for all makes of vehicles, including high-end vehicles

THOMAS LOIACONO Page

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. Monitor tool and part inventories and the condition and maintenance of

shop to ensure adequate working conditions

. Maintained 85% or higher customer retention ratio from year to year

. Handled high-volume activity on a timely basis

SOVEREIGN YACHT SALES, Palm Beach Gardens, FL

7/2000 - 12/2001

Service Manager

. Responsible for maintenance of 23ft. - 72ft. yachts, performing complete

detailing, minor mechanical repairs of all yacht systems and preventative

maintenance

. Oversaw outsource companies for major overhaul and repairs

. Increased profit margin by developing close customer relationships

. Created service contracts

. Hired/fired, supervised staff of ten (10) employees

BEST BUY, Wyomissing, PA

6/1998 - 7/2000

Sales Senior

. Responsible for personal sales production, as well as supervision of

seven (7) sales associates

. Advanced to senior sales position, after establishing successful

production record, consistently overachieving all sales objectives and

quotas

. Rotated among several departments, supervised personnel, assisted with

merchandise displays and stock replenishment

. Assisted with product information and selection of merchandise

. Outsold all full time employees in my department during first month as a

part time employee

. Recipient of numerous sales awards and commendations

Education

ALLENTOWN BUSINESS SCHOOL, Allentown, PA

Associate of Science Degree

PC NET, Computer Networking

. Troubleshooting and Problem Solving

. Enforces Standardized Operating Procedures

. Safety and Security

. Multi-Tasking

. Payroll Processing

. Computer proficient: MS Office

. An Affinity for Anything Auto-Related

. Will Transfer Wherever Needed

. General Working Knowledge of Complete Auto Repair

Contact this candidate