Customer Service Management Experience
Resume:
Israel A. Olivencia
Stanton, California *****
********************@*****.***
Objective
To secure a position where my extensive management experience, expertise in automotive systems, and commitment to excellence can contribute to organizational success.
Qualifications
Management Experience: Over 20 years of leadership in various automotive roles.
Budget & Cost Management: Strong focus on budget adherence and cost control.
Quality Advocacy: Dedicated to first-time quality in service and products.
Customer Service: Advanced skills in internal and external customer relations.
Corporate Representation: Excellent in representing corporate interests to customers and suppliers.
Crisis Management: Proven ability to handle and resolve crises effectively.
Training & Development: Completed workshops in organizational management and leadership.
Adaptability: Skilled in managing crises and conflicts.
Diversity Advocacy: Promotes and supports organizational diversity.
Communication Skills: Strong verbal and written communication abilities.
Software Proficiency: Experienced with ADP, CDK, and Reynolds and Reynolds systems.
Training Expertise: Professional trainer in ADP/CDK software for Fixed Operations.
Process Improvement: Expertise in developing systems to enhance production and profitability.
Bilingual: Fluent in Spanish, enhancing communication capabilities.
Automotive Expertise: Contractual experience as a Warranty Auditor and dealership troubleshooter.
Professional Experience
MSX International
Prior Approval Agent
Hyundai Corporation
March 2018 - August 2024
Reviewed and processed warranty submissions for Hyundai dealerships, including engines, transmissions, and goodwill repairs.
Communicated with internal and external customers to facilitate warranty approvals.
Served as the regional lead for the US Mountain States, overseeing warranty claims and supporting dealerships.
Mentored other PA Agents, contributing to program development and team effectiveness.
ADP/CDK Global
Business Solutions Consultant
August 2014 – January 2018
Facilitated the transition from existing software systems to ADP/CDK, preparing and configuring new software for clients.
Assisted with the setup of system functions and skill codes, and trained service staff, including managers, advisors, technicians, dispatchers, cashiers, and warranty administrators.
Led successful software transitions and was part of the Ford Smart Team.
Long Beach BMW
Reconciliation Manager
January 2008 – August 2014
Managed a team of used car technicians and developed systems to prepare and expedite used cars for sale.
Implemented processes to ensure used cars were ready for sale within 5 days of acquisition.
Long Beach BMW
Service Consultant
March 2006 – January 2008
Provided exceptional customer support, handling service needs, insurance, and extended warranty requests.
Maintained Master Advisor Level Certification and achieved a consistent service department margin of 72% or higher.
Received exemplary BMW/MINI Certification Reviews.
Additional Experience
Various Roles
Held positions including Service Advisor, Assistant Service Manager, and Fixed Operations Director at companies such as:
McKenna BMW Inc
Honda World Downey
Family Honda
Bakersfield BMW
Shelly BMW
Diamond Bar Honda
Peninsula Pontiac/Oldsmobile
Beverly Hills Honda/Acura
Jim Marino Imports
Education
Cerritos College, Norwalk, California
Completed automotive and management courses, including training in Alfa Romeo, Mercedes Benz, Honda, Acura, and General Motors.
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