Customer Service Manager

***** * ****** ***** **. Scottsdale, AZ *****

515-***-**** **********@*****.***

LOWELL DUDZINSKI

SKILLS

Proven leadership skills in a fast-paced customer service environment

Excellent process improvement capabilities

Financial analysis and business acumen

Team building, recruiting, hiring, training, and coaching abilities

Customer service and concern resolution skills

Keen eye for detail

Excellent verbal and written communication skills

Product and services selling capabilities

EXPERIENCE

SERVICE MANAGER APRIL 1995 – JUNE 2015

CHARLES GABUS FORD, 4545 MERLE HAY ROAD, DES MOINES, IA 50310 515-***-****

Operate an efficient and profitable Service operation, increased sales 132% and net profit 235% in 15 years.

Recruit, hire, train, and motivate 42 employees. Develop and maintain a safe working environment for staff.

Trained employees on dealer management systems and usually 2 software changes per year.

Planned and executed advertising and promotional activities for department, increasing sales by 132%.

Analyze performance of employees, develop and review compensation plans. Plan, formulate, and submit forecasts to the dealer monthly and annually. Cut fixed expenses by 15%.

Emphasis on customer satisfaction. 7-time winner of Ford Motor Co. President’s Award (highly coveted award among Ford Dealers to acknowledge excellence in customer satisfaction and sales). Review satisfaction results with employees and dealer Principal. Implemented successful launch of the Blue Oval Certification (a Ford mandated program for dealers to create and identify every process used in the dealership).

Master Certified Service and Parts Manager. Ford Certified Pre-owned Master Service Manager (Elite training program for advanced management skills). Ranked in top 20% of Service Manager Certification.

SERVICE ADVISOR/ASSISTANT SERVICE MANAGER 1994 - 1995

TIM O’NEILL CHEVROLET, 1010 34TH AVE., COUNCIL BLUFFS, IA 51501 712-***-****

Complete work orders, noting customer concerns, averaging 20 repair orders per day.

Consult customers on repairs and maintenance needs, with a 2.0 hour average per repair order.

Maintain 90% Customer satisfaction.

Implemented and managed 2nd shift to increase service hours by 50%.

SERVICE ADVISOR 1993 - 1994

SCHRIER FORD, 9203 S 145TH ST., OMAHA, NE 68138 402-***-****

Advise customers of needed repairs to their vehicles, with a 1.5 labor hour per repair order average.

Facilitate alternate transportation needs of customers, increasing customer satisfaction by 10%.

Act as liaison between customers and Technicians, held a 85% CSI rating.

Responsible for multi-vehicle line knowledge (Ford, Mazda, Subaru, VW) for warranty and customer pay operations.

TECHNICIAN/SERVICE ADVISOR 1987-1993

ATCHLEY FORD, 3633 N. 72ND ST., OMAHA, NE 68134 (402) 571-883

Joined Atchley Ford as a student in the Ford ASSET Program.

Worked as a Certified Line Technician after graduation. Completed vehicle maintenance and repairs.

Was promoted to Service Advisor by Service Manager and filled a need for the department.

Wrote and completed repair orders to facilitate work flow to Technicians, average labor hours, 1.4 per.

EDUCATION

METRO COMMUNITY COLLEGE, OMAHA, NE – Associate Degre in Automotive Technology

COMMUNITY SERVICE

Des Moines Metro Community College-ASSET Advisory and Career and Technical Dept. Board member.

Co-Chair, Des Moines Public Schools Career and Technical facility site planning committee

Past President of Ford Parts and Service Club

Past President of Des Moines Enduro Riders

Established and sat on the board of the Des Moines Metro High School Hockey League

Youth and High School hockey coach

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