Customer Service Manager

Steven DiLiddo

***** ** ******* **, *******, ****0

(Cell) 352-***-**** Email, ********@*******.***

Store/Area Manager Under Car – Tire Store – Auto Centers

20+ years distinguished business experience including Quick Lane, Midas, Monro Muffler

Brake. Skilled in quickly assimilating best practices, sales goals, business benchmarks, data

metrics and surpassing expectations. Seasoned in recruiting and developing top talent, providing

the right tools/opportunities and creating a culture of performance. Expertise in troubleshooting

root cause analysis, effective and efficient business turn-around even in dire economic times.

Sales Versatile leader, operations developer, sales manager and automotive services professional

with /Service Upgrading – Recruitment – Training – Advanced Business Management Skills

Operations Development – ELR Improvement – SOP Development – Strategic Partnerships

Business/Branch Start-Up – Budgeting – Cost Cutting – Business Strategy – Corporate Growth

Dollars – Hours Per RO – Territory Development – Competition Reduction – Pricing –

Competitive Research 3rd Party Vendor Development – HR Functions – Financial Duties –

Administrative Skills – P&L – ROI

PROFESSIONAL EXPERIENCE

AAMCO Transmissions – Port Richey FL. 2012-2013

Center Service Manager

Shop operations, maintained techs work schedules and estimating jobs and presenting estimates

to the customers, doing payroll and outside sales, in charge of maintaining shop equipment and

shop cleanliness. Had to learn quickly the transmission part of the business while leveraging my

20 + years in the automotive industry Key accomplishments, Customer Service, Sales, staff

management.

Tasca Automotive Group – Seekonk, Ma 2010-2011

Quick Lane Service Manager

Leveraged 20 + years in the automotive industry, client services, staff management and

operations streamlining to launch a new Quick Lane Tire and Auto Service Location. Authored

the business plan to detail short/long term strategies, goals and path to viability. Budgeted

resources to reduce overhead maximize business resources and optimize P&L. learned quickly

ADP to monitor payroll and schedule staff to cover high traffic times while minimizing

downtime. Collaborated with Service Director to establish aggressive yet realistic

weekly/monthly sales goals.

Marcotte Ford – Holyoke, Ma 2008-2009

Quick Lane Manager

Recruited to re-engineer an underperforming store that had recently opened. Supervised 10 staff

including sales, customer service and techs. Brought in tried and tested SOPs, sales techniques, staff

training strategies and improved organization to reduce payroll and eventually ZERO overtime

Monro Muffler Brake, Inc – Various Locations 2006-2008 and 1998-2003

Automotive Store Manager

Utilized previous business leadership and operations improvement to learn on – the – job best

practices and proper store operations including inventory management ordering procurements,

business benchmarks, sales, customer service and continuous improvement. Requested by Area

Manager to travel to various branch locations, analyze underperforming operations, identify

root cause and re-structure the business. Used current software to garner relevant data and

produce P&L, payroll and daily/weekly/monthly expense reports.

Entered into stores where previous managers had developed a poor community reputation. Off-

boarded ineffective personnel, recruited, interviewed, hired and trained new employees

dedicated to high levels of customer service, willing to learn and focused on performance.

Personally called previous clients to inform them of management transition, resulting in an

eventual return to previous levels. Muti - tasked to supervise several locations simultaneously.

Midas Auto Service - Acton, Ma 2003 – 2007

Automotive Store Manager

Supervised 8 sales and tech associates. Spearheaded expert inventory management, taking into

account budget, popular items, logistical functions and order time to ensure stock is on hand.

Overcame numerous challenges to not only meet but exceed Owner-set goals including sales of

$32K/week, 50-55 cars per day, 15 of which are brake jobs and avg. brake job $250.

Career Note: Additional excellent experience includes Store Manager, Southbridge Radiator

Company. Generator Mechanic, Weld Power Inc, Fleet Supervisor, United Parcel Service

PROFESSIONAL DEVELOPMENT

Ford Management, Service Advisor and Quick Lane Manager Certification. Accomplished

Courses include: OSHA – Labor Relations – Sales Training – Fleet Automotive Management

TECHNICAL SNAPSHOT

VAST Shop Management System, MS Office Suite, ADP, Focus System.

Contact this candidate