Customer Service Manager

Seth Lawrence

**** ***** **** ***** *****, Florida 33647

Tel: 516-***-****

Email:****@*********.***

MISSION STATEMENT

Highly motivated, results-oriented Sales and Operations Management professional with broad experience and leadership in areas including hospitality, Business Development Initiatives, Process Improvement and Detail-oriented with excellent interpersonal, and verbal and written communication skills; ability to build rapport with clients and colleagues

Strengthened customer service in relaying difficult information to clients, introducing them to their options, and assisting them in assessing the relative advantages of various plans, effectively achieving and cultivating client satisfaction and devotion.

Accomplished monthly equipment reconstitution, maintenance, and inspection objectives.

Recruited and trained staff members to ensure all assigned employees were aware of and complied with company, government, and customer policies, procedures, and regulations.

Facilitated consistent business and maintained gross profit over 90% per month

Increased Customer Service Index to 95% (top in the district) and won President’s Award by spending more time with clients to explain service repairs and costs.

PROFESSIONAL EXPERIENCE 2004 - PRESENT

Brandon Honda – Tampa Florida 2013 – 2015

Assistant Service Manager- Lane Manger

Top Service Advisor for the last 9 out of 12 months produces over 80,000 gross

Produced over 1.4 million in total sales

Train the customer on proper maintenance using maintenance menus

Collaborated with colleagues to effectively develop service and product strategies

President Award 2013

Created new meus systems to increase Gross profit, dollars per repair order

Manage 14 Service Advisor

Dale Carnegie Sales Training, Grant Cardone Training

Kuhn Honda – Tampa Florida 2012 – 2013

Service Advisor Manager

Obtaining customers' approvals of estimates, providing contact information

Verified warranty and service contract coverage by examining records and explaining provisions and exclusions to clients

Collaborated with colleagues to effectively develop service and product strategies

Communicate effectively with the customer by giving feature/benefit presentations

Created and designed client service menus that contributed to increased growth

Implemented new procedures and guidelines for Special Order Parts

Crown Honda of Charlotte, Charlotte, NC 2011 – 2012

Service Consultant

Encouraged technicians to keep their skills up-to-date through periodic technical training on new systems

Highly proficient in recognizing opportunity, extracting the essential, and determining a direction toward long-term profitability

Build customer relationships through a proper meet-and-greet

Provided quality service, employing a high degree of customer service

AAA Carolinas, North Carolina 2010 – 2011

Operations Manager

Improved operating and production standards, including sales, repair, inventory, and quality control

Enhanced organization’s reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments

Spearheaded the development lifecycle to enforce standards that represented best practices, which included vendor management

Millennium Toyota, Hempstead, NY 2009 - 2010

Assistant Service Manager

Penn Toyota, Glen Cove. NY 2006 - 2009

Assistant Service Manager

Babylon Honda, Babylon, NY 2004 - 2006

Assistant Service Manager / Service Consultant

EDUCATION

Master of Business Degree - Summa Cum Laude Jones International University

Bachelor of Science Degree in Business Long Island University, Brookville, NY

COMMUNITY INVOLVEMENT

Former Vice President of the Islip Terrace Co-Op Association, Islip, NY

Charity work includes top drives and 5k marathons for breast cancer, leukemia, and underprivileged children

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