Customer Service Manager

Owen Sweeney

*** ** **** ****** #*,

Oakland Park, FL.

Home 954-***-**** Cell 954-***-****

*********@*****.***

OBJECTIVE

A challenging & rewarding position where I can most effectively employ my extensive Automotive Service Department management experience & skills.

SKILLS PROFILE

Excellent customer service understanding & ability to effectively communicate technical concepts

Proficient with technical computer software systems

Manage, schedule, motivate & communicate with large technician staff.

Exceed all sales goals for automotive services and products

Train staff to successfully sell automotive service and meet customer expectations.

Proficient with Word, Excel, Outlook and HR personnel tracking software

EMPLOYMENT HISTORY

Service Manager 05/11-10/15

Sears Auto Center - Boca Raton, Fl.(original) & Pompano Beach Fl

Supervise the Service Shop of one of the largest & busiest Sears Auto Centers in the country with 25-30 techs & averaging over 75 work orders per day.

Developed a system to efficiently greet & process customers in a drive-in basis & also dispatch work to available techs of different skill levels to meet the standards of customer service in a very fast paced environment.

Assumed Manager role in underachieving store and restored employee and customer confidence resulting in Service Sales increases and 90% Customer Satisfaction rating.

Service Manager / Shop Foreman 05/07-04/11 11/02-05/07

Peterson’s Harley-Davidson of Miami

Responsible for all aspects of Service Department with 10-12 techs, 4 service writers, 4 wash bay personnel, administrative assistant, shop foreman, warranty manager & driver.

Served as primary liaison with insurance claims adjusters to insure customers motorcycles damaged in traffic accidents were properly repaired on schedule and with minimal supplements.

Developed many procedures & processes for the smooth operation of a service department opening over 500 work orders & completing between $200,000 & $400,000 per month in gross parts & labor sales.

Service Writer 11/98 – 11/02

Fort Lauderdale Harley-Davidson / West Palm Beach Harley-Davidson

Primary contact for Service Department customers. Opened & closed all work orders.

Quoted all maintenance, repair or accessory jobs.

Scheduled all customer appointments & walk-in work.

Assisted Service Manager with parts department needs, insurance adjuster contact & contract work for custom painters.

Assistant Store Manager 04/94 -09/94

Goodyear Tire & Rubber (Wagner Tire Co – retail store franchise)

Primary contact for tire or service customers entering store.

Employed the “Five Steps to a Tire Sale” to quote & close tire sales.

Determine parts & labor costs for service work needed & contact customer to explain repair needs & secure an approval.

Look up & obtain all necessary parts.

Dispatch all Work to technicians.

Managed store in the absence of Store Manager

EDUCATION AND TRAINING -AUTO MECHANIC 1974 - 1985

Certificated - Auto Mechanics- Northeast High School diploma; vocational school certificate

Training at several area repair facilities specializing in steering/alignment, tires & brake service.

Extensive continuing education in automotive systems, technical training, industry advancements

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