Customer Service Manager

Raymond T. Brown

***** ********** ***** *********, ** 60423

779-***-**** 630-***-**** *********@***.***

PROFESSIONAL SUMMARY

A highly skilled and dedicated automotive parts manager with more than 15 years’ experience, exceeding established goals and objectives to increase productivity and company profitability. Extensive experience in quality control, inventory, ADP and Reynolds and Reynolds systems, and customer service. Proven ability to build a strong rapport with co-workers, customers, and management.

PROFESSIONAL EXPERIENCE

General Manager

Goodyear Commercial Tire Joliet, Illinois 2014 – present

Manages all location staff functions in order to provide exceptional customer service while maintaining the financial integrity of the location.

Administers company policies/processes/programs through leadership and written and verbal communication.

Practices good customer relations and promoting "Service Excellence - Always".

Obtains annual/monthly sales objectives to insure operating profit

Supervises and train personnel to develop their maximum potential in productivity and upward mobility.

Ensures compliance with all federal, state and local laws and regulations.

Protects all company assets within area of responsibility, to include but not limited to inventory, accounts receivables, trucks, and equipment with the ultimate goal of reducing operating costs.

Manages all safety, health and environmental processes.

Parts Manager

Volkswagen of Orland Park, Illinois 2012 – 2014

Recognized nationally as a top achieving parts department for two consecutive years.

Monitored, adjusted and oversaw the parts inventory to minimize obsolescence

Established and enforced a pricing policy that balances volume, customer loyalty, and the cost of doing business

Developed, enforced and monitored guidelines for working with customers to insure maximum customer satisfaction

Conducted meetings with parts department employees to discuss activities and problems of mutual interest and to develop strategies for a more efficient operation

Monitored parts department employees' payroll records

Kept abreast of and complied with federal, state, and local regulations that may affect parts sales

Hired, trained, motivated, counseled, and monitored the performance of all parts department staff

Directed and scheduled the activities of all parts department employees

Determined appropriate inventory levels while ensuring periodic parts turnover

Worked collaboratively with the management team to ensure profitability

Reviewed sales figures, costs and stock monthly to ensure budget benchmarks are met

Worked with the Service Manager to insure a timely turnaround of parts needed for internal jobs

Handled customer complaints immediately and according to the dealership's guidelines.

Assistant Parts Manager

Lombard Toyota Lombard, Illinois 1994 - 1995 and 2002 - 2012

Supervised parts department employees, inventory, and various duties

Ordered parts to maintain a sufficient inventory for service and customer satisfaction

Adjusted stock to curtail accumulation of unused or old parts

Provided quality customer service to a diverse cliental

Updated inventory reports on a regular basis to ensure optimal company productivity

Maintained a strong rapport with all co-workers, management, and customers

Responded to a high volume of requests from other departments

Generated reports to guarantee efficiency

Provided technical assistance to parts department employees.

Parts Professional

Elmhurst Toyota Elmhurst, Illinois 1995 - 1997 and 2001 - 2002

Cultivated positive relationships with customers

Delivered and arranged deliveries of parts to other dealerships

Handled telephone parts orders for mechanics and customers

Maintained a systematic parts inventory

Promoted additional parts sales by suggesting related items

Assisted mechanics and customers in purchasing needed parts and supplies

Tracked incoming and outgoing parts for the dealership

Located available parts when the dealership is out of stock.

Ensured all parts were billed correctly through the service department

Packaged and shipped parts back to the manufacturer when necessary, and completed the appropriate record keeping

Referred to parts manuals (both hard copy and electronic format) to identify exactly the right part(s) for the make, model and year of vehicles being serviced.

MILITARY BACKGROUND

Aircraft Mechanic, EA-6 Level 3

United States Marine Corps Cherry Point, NC 1997 - 2001

Operated and Maintained the EA-6B Prowler

EDUCATION

Joliet Junior College Joliet, IL 2007 - 2009

York Community High School Elmhurst, IL 1990 – 1994

PROFESSIONAL STRENGTHS

Highly self-motivated, energetic and assertive

Posses strong written and verbal communication skills

Familiar with operating systems such as ADP, Reynolds and Reynolds, and Microcat

Posses excellent negotiation and organizational skills

Ability to handle multiple tasks and make sound decisions

In-depth knowledge of major automobile parts

Posses excellent management and supervisory skills

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