Customer Service Manager
Resume:
Joseph L. Anderson, Jr.
Raleigh, North Carolina 27615
EDUCATION: Mazda of America, 2002 Mazda Master Certification
Program. April 4, 2002. Master Service Consultant for 2002.
Mazda of America, Charlotte, North Carolina. Certificate for
Service Advisor School. October 2001. Training for Service
Advisors to develop skills for customer service. Emphasis
on communication strategies and product knowledge.
Mitsubishi Motor Sales of America, Charlotte, North Carolina.
Certificate of Achievement. November 1997. Customer
management training for service department professional.
Emphasis on service development and management training.
Michelin Training School, Greenville, South Carolina. Diploma,
April 26, 1989. Seminar on Passenger & Light Truck Tire Sales.
Western Auto Management School, Fort Mill, South Carolina.
Diploma, September 19, 1986. Emphasis on store standards,
customer satisfaction, inventory control, scheduling, personnel
management, security, and profitability.
North Carolina State University, Raleigh, North Carolina.
B.A., Business Management, May 1981.
B.A., Economics, May 1981.
Business Concentration: Managerial Economics, Marketing
Methods, and Personnel Management. Relevant course work
in Sociology, Psychology, and Economics.
EXPERIENCE:
May 2012 A & J Automotive, Raleigh, NC. Service Manager responsible for
to managing a domestic and import shop. Involved in all phases of customer
March 2015 service. Managed a team of technicians. Monitored parts percentage profit
as well as assuring overall profitability of the business.
March 2012 Black Forest Industries, Cary, NC. Service Advisor responsible for
to managing a VW and import specialty shop selling parts, service and
April 2012 computer chip updates.
March 2004 First Class Automotive, Raleigh, North Carolina. Service Advisor
to responsible for managing a successful automotive repair shop for
March 2012 luxury import cars. Involved in all phases of customer service.
Managed a team of technicians. Monitored parts percentage profit
as well as assuring overall profitability of the business.
December 2000 Al Smith Buick-Mazda, Raleigh, North Carolina. Service Advisor
to greeting and assisting customers with their concerns. Skills include
March 2004 the use of ADP computer system, scheduling appointments, and
up-selling services. Monitored profit % of completed work.
August 2000 Capital Lincoln Mercury, Cary, North Carolina. Service Advisor
to handling customer concerns about their vehicles. Skills include
December 2000 use of Reynolds and Reynolds computer system, scheduling and selling.
Attention to customer service and CSI.
June 2000 Thompson Cadillac-Olds, Raleigh, North Carolina. Service
to Advisor aiding customers in car repairs and warranty work.
August 2000 Skills include use of Reynolds and Reynolds computer system,
scheduling appointments, and selling services. Special attention
given to customer service and CSI.
December 1999 Colony Tire, Raleigh, North Carolina. Assistant Manager
to responsible for customer service, overseeing 7 technicians
June 2000 and mechanics in aiding customers in repairs of their cars
as well as the duties of running a retail store. Scheduling, ordering,
and profit %.
August 1994 Leith, Inc., Raleigh, North Carolina. Service Advisor aiding
to customers in car repairs and warranty work. Skills include
December 1999 use of ADP system on computer, scheduling appointments,
and dispatching work to technicians. Special attention given
to customer service and CSI. Assuring profit %.
August 1990 Pep Boys, Raleigh, North Carolina. First Assistant Manager
to responsible for the operation of a retail auto store. Scheduling,
August 1994 ordering, inventory control, personnel decisions, monitored
profit %.
February 1990 Jiffy Lube, Durham, North Carolina. Manager in training,
to learning the operations of a fast lube business.
June 1990
January 1990 Auto Zone,Raleigh, North Carolina. Assistant Manager in training
to to be a manager of an automotive parts store.
February 1990
September 1985 Western Auto Supply Company, Raleigh, North Carolina. Manager
to in charge of all duties of an operating automotive retail store.
January 1990 Scheduling, ordering, inventory control, personnel decisions,
monitored profitability.
June 1985 Shoneys South Incorporated, Raleigh, North Carolina. Manager
to Trainee learning the operation of a full service restaurant.
September 1985
November 1982 Wenco Management Corporation, Raleigh, North Carolina.
to Manager in charge of all phases of the operation of Wendy’s
May 1985 restaurant. Emphasis on customer service, personnel decisions,
ordering, inventory control, profitability, and training
January 1982 Sun America Financial Institution, Rocky Mount, North Carolina.
to Customer Service Representative involved in all areas of
November 1982 processing loans and collection work.
June 1981 Carolina Production Credit Association, Nashville, North Carolina.
to Management Trainee in loans with emphasis on appraisals and
November 1981 title searches.
Summer of General Electric Incorporated, Research Triangle Park, North
1980 Carolina. Employed through a Manpower Agency.
Summer of International Business Machines, Research Triangle Park, North
1979 Carolina. Worked in the shipping department.
INTERESTS: Active golfer, cycling (road and mountain), enjoys football,
basketball, fishing, reading and collecting books.
REFERENCES: Furnished upon request.
SKILLS: Computer, register, typing, calculator, proficient in RO Writer
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