Customer Service Manager

Douglas Steen

*** ******** **. ********, ** *****

****.*****@*********.*** 815-***-****

Dynamic service manager professional with 16 years’ experience in the automotive industry boosting organizational

profitability and performance through high-impact relationship management, dedication to customer service, sound

leadership ability and extensive product knowledge with proven success in analyzing customer needs and overcoming

challenging obstacles

• •

Customer Service Index (CSI) Management Perfect Attendance Award Achievement

• •

Highly Effective Communication Customer Service Award Achievements

• •

Cross Functional Work Management Manager's Leadership Awards Achievement

• •

Team Building & Leadership General Motors Mark of Excellent Award

• •

Complex Problem Resolution Contribution to CSI Bonus Achievements

• •

Reynolds & Reynolds and ADP Systems Regularly Exceeds Sales Quotas

Professional Experience

Advantage Chevrolet: Service Consultant 2010 - 2014

• Enforced policy and procedures, managed employee schedules and duties and provided employee training

• Handled daily internal and external service issues while providing excellent customer service

• Collaborated with vendors and various departments such as sales, parts and service to resolve issues

• Facilitated and organized product knowledge clinics to demonstrate and interpret new technology to customers

creating additional revenues

Bill Jacobs Chevrolet: Service Consultant-company was sold

2007-2010

• Greeted customers, acquired and assessed customer service needs and managed customer information

• Provided recommended service information to customers

All Night Auto: Service Manager-company closed

2005 - 2007

• Managed profitability for 12 service bays and 3 quick lube bays

• Enforced policy and procedures, managed employee schedules and work duties

• Oversaw payroll, hiring, vendor management and purchasing approvals

• Facility was constantly ranked in the top 3 of 13, receiving outstanding service awards

Bill Jacobs Chevrolet-Joliet: Service Consultant 2000 -

2005

• Greeted customers, acquired and assessed customer service needs and managed customer information

• Provided recommended service information to customer

Rizza Chevrolet: Service Consultant/manager 1996 - 2000

• Managed profitability of the service department which held the #1 spot for CSI consecutively 4 years in a row

Roy Houff Inc.: Dispatcher/route delivery driver 1992 - 1996

General Motors Corp: Skilled Tradesman-company closed 1975 - 1991

EDUCATION:

Moraine Valley Community College: General Education 1982 - 1985

Military U.S. Army: Communication Specialist; Honorable Discharge 1972 - 1975

Contact this candidate