Manager Customer Service

Vincent J. Caruso

*** ******* ****** ? Tarpon Springs, Florida 34689

Phone: 716-***-****

E-Mail: *********@*****.***

SUMMARY: An experienced Service Manager/Advisor/Warranty Administrator

seeks employment with a progressive retail automotive presence whose goals

and aspirations revolve around customer service, growth and profits.

AWARDS AND ACCOMPLISHMENTS

. Employee of the Year 1995 (Bill Brown Mazda-Audi Volkswagen)

. Customer Satisfaction Award 1995 (Bill Brown Mazda-Audi Volkswagen)

. Sparkle Award Runner-up (Wendy's)

. P&L Achievement Award (Wendy's)

SERVICE MANAGER/ADVISOR QUALIFICATIONS

. Acted as a go-between customers and service staff

. Oversaw employees to make sure they meet the dealership's quality

standards

. Train and evaluate service staff

. Set business plan into place and met predetermined goals

. Accountable for department budget ensuring labor and inventory costs

are kept in check and balanced

. Responsible for marketing campaign plan to gain new customers, as well

as keep the old - through coupons, merchandising and staffing needs

. Stayed current with the industry changes by attending classes,

seminars, and reading literature

. Implemented policy changes within the dealership, and offered

suggestions for change to make the department run smoother

. Scheduled manufacturer sponsored classes for other employees and

themselves so everyone gets the most current information

. Kept up with manufacturer warranties and recalls

. Liaison between the factory representative and the dealership;

attended meetings and conferences to further this relationship

. Handled customer complaints quickly and efficiently; maintained

customer service standards

. Created plans to keep the customers coming back

. Instituted acceptable compromises to ensure customer satisfaction

. Attracted new customers and ensured the service department will turn

them into repeat customers

ADVISOR QUALIFICATIONS

. Set, confirmed and prepared for appointments to expedite service

requests

. Captured customer contact information, including email and their

preferred method of contact

. Acquired vehicle information and reported it accurately on the repair

order; confirm warranty coverage's

. Identify primary reason for the visit

. Reviewed repair orders with the customer and provided estimates of

cost and completion time Escorted customer to waiting area and/or

arrange alternate transportation if needed

. Performed a walk-around with customer reviewing tires, exterior,

interior, and engine

. Used wiADVISOR multi-point inspection form or the MOPAR multi-point

inspection form to document finding and recommendations

. Explained multi-point inspection process to customer

. Worked closely with Technicians to ensure that every vehicle gets a

multi-point inspection and share the results with the customer by

phone (or preferred method of contact) during the status update

. Communicated frequently with Technicians and Parts personnel to ensure

timely completion of repairs

WARRANTY ADMINISTRATION QUALIFICATIONS

. Reviewed and completed warranty claims: preparing, recording,

reconciling warranty claims and submitting them to appropriate parties

. Interacted daily with Customers, Technicians, Service Associates,

Parts Associates, Parts and Service Managers, Cashiers, Sales

Associates, and others

. Processed all claims by next business day following RO close date

. Handled and resolved all claim corrections and charge-backs

. Established and maintained relationships with the manufacturer's

designated warranty representatives

. Reviewed every warranty repair order written for proper completion,

accuracy and legibility according to the policies and procedures

. Analyzed problems, identified trends and developed strategies for

maximizing claim process

. Flagged technicians for the hours earned on the service they performed

. Checked each repair order against the vehicles service history to

avoid duplicate claims

. Provided weekly reports to the service manager regarding claim status

. Reported fraudulent manipulation of warranty claims

. Provided parts manager with updated parts listing on a weekly basis

. Conducted weekly audits of warranty and schedules, reviewing all old

claims, and address any adjustments or write-offs

. Assisted service consultants in closing all open warranty RO's and

answered warranty questions for service consultants and technicians

. Assisted with special projects, audits and reports as requested

. Reviewed and managed all aging schedules and reports

. Understand and complied with federal, state and local regulations,

such as safety requirements, hazardous waste disposal, OSHA right-to-

know, etc.

. Attended warranty training courses as needed

COMPUTER SKILLS

. Employer related software

. MS Word, Excel, Outlook, E-Mail

EMPLOYMENT

Complete AC Auto and Truck Repair - Largo, FL

Jan 2014 - Present

Managing Partner/Service Manager

Wal-Mart - Oldsmar, FL May

2013 - Dee 2014

Sales Associate

Arctic Freeze - Largo, FL Sept

2011 - May 2013

Service Manager

Wendy's International May 2006 -

Sep 2011

Co-Manager/Roving Restaurant Manager - Longwood, FL

Courtesy Pontiac GMC Buick - Longwood, FL Jul

2005 - May 2006

Sales/Service Consultant

RTM Electric, Inc. - Falconer, NY

Dec 2000 - Jun 2005

Warehouse Supervisor/Logistics

Bill Brown Mazda-Audi Volkswagen - Orlando, FL

Apr 1994 - Dec 2000

Service Manager-Advisor/Warrantee Administrator

Wendy's International Aug 1990 -

Apr 1994

Co-Manager - Leesburg, FL Apr 1993 - Apr 1994

Co-Manager - Westminster, MD Aug 1990 - Apr 1993

EDUCATION

Jamestown Community College

Business and Liberal Arts

Contact this candidate