Customer Service Manager

Vincent Galarza

** ** ****** • Toms River, NJ ***53 • 732-***-**** • ***************@*****.***

EXPERIENCE

Garden State Bobcat

Service Manager November 2014 - Present

Responsible for managing the dispatch of all work orders to technicians and overseeing all repair orders completed in a timely manner; assisted with initial diagnostics and supervised construction machinery work

Managed service requests and prepared a database listing such requests

Prepared client estimates and able to identify opportunities to upgrade work orders, assisting in maximizing company profits. Ensured warranty specifications were upheld when work was performed.

Supervised the handling of all office billing, deliveries, maintenance of property perimeter and all machinery

Maintained inventory of replacement parts and prepared purchase orders Staten Island Toyota

Senior Service Advisor February 2006 – October 2014

Ensure a high level of customer service responsiveness by communicating professionally, ability to identify and anticipate service needs, proactive in addressing their inquiries, resolving customer grievances with compassion and efficiency.

Extensive knowledge of warranty and service contract coverage; able to articulate this knowledge to all levels of the public, educating customers on technical automotive repairs under coverage.

Responsible for the training of all new service writers; act as a team leader to new recruits, fostering cooperative work environment.

Built loyal customer base by ensuring highest quality repair status, strengthening company reputation.

Proven ability to act as liaison between all tiers of the workforce, including senior management, mechanics, parts technicians, warranty claims specialists, and diverse clientele. Awards - Recipient of Award for Outstanding Service for four consecutive years for consistently maintaining above the 90th percentile in monthly CSI (Customer Service Incentive) Feedback Survey. Giant Jeep Chrysler

Service Manager, Parts Director April 2000 – January 2006

Highly skilled in handling of parts for both outside sales and in-house service department needs.

Exceptional knowledge of auto parts and substitutes that may be used in place of parts not readily available.

Strong attention to detail, select and provide correct parts to customers.

Maintained orderly and well stocked supply of relevant parts needed for daily activity. Big Apple Construction

Construction Worker September 1993 – April 2000

Performed skilled assignments including welding, safe operation of industrial machinery, maintenance of equipment, hydraulic hose repair, all while adhering to safety standards.

Efficient unloading of heavy materials and equipment to and from worksite.

Accurately able to follow job instructions and improvise when needed. EDUCATION

William E. Grady Career and Technical Education High School Graduated 1990

Completed Full Line of Technical Training shop classes:

Automotive Service – Trained under NATEF standards; covered NYS auto inspection steering and suspension, electricity and electronic, brake and engine performance

Construction Trades and Management – Electrical preparation and fabrication of infrastructures and building, construction technology, woodworking and cabinetry. SKILLS

Expertise working with wide range of construction material and equipment

Excellent manual dexterity; able to handle heavy material, complete multiple projects on schedule, possess strong communication skills and attention to detail

Solid ability to perform heavy manual labor under adverse working conditions

Knowledgeable in general construction, including site preparation, familiarity with safety codes

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