Customer Service Manager
Resume:
PROFILE SUMMARY
Dynamic, accomplished and driven service manager with extensive experience in coordinating operational and financial activities in a wide range of industries and sectors, with a proven track record in developing new initiatives and cultivating effective relationships both internally and externally at various levels. Highly collaborative with a talent for building productive relationships that allow smooth functioning while driving others towards excellence and attaining business goals. Adept at multitasking, defining a problem, and proffering solutions to ensure the continuity of operations and ascertaining the organization's goals. An efficient multi-tasker who learns quickly and consistently approaches all work with enthusiasm and intelligence. Engages with a wide range of people to build sustainable business relationships. A highly motivated, adaptable, and responsible individual, skilled at utilizing the professional and practical skills developed through past work experiences, academic background, and active participation in interpersonal communication and discourse towards a smooth transition into diverse job needs. Committed to quality and excellence.
CORE COMPETENCIES
Organizational Skills
Revenue Growth
Operations Management
Excellent Communication Skills
Sales Management
Excellent Customer Service
Friendly and Professional Attitude
Conflict Resolution Expert
Excellent Interpersonal Skills
Highly Organized Professional
Critical Thinking Aptitude
Problem Solving
Personal Creativity Effectiveness
Detail-Oriented
Time Management Aptitude
Management Aptitude
Building Relationships
PROFESSIONAL EXPERIENCE
Service Manager July 2015 - Present
Lynnes Hyundai - Bloomfield, NJ
Leveraged excellent communication and relationship-building skills and an inherent ability to excel under pressure, providing unparalleled customer service and satisfaction.
Ensured service department operated under safe conditions and effectively operated service department to achieve sales and productivity objectives and profitability goals.
Motivated, coached, and led a high-performing service selling and technical team to build the company's brand, obtain new clients and maintain customer relationships.
Provided high-quality customer service and satisfaction above company standards and maintained a good working relationship with factory personnel.
Successfully ensured top-flight customer service and satisfaction while driving staff training and development and team motivation.
Demonstrated excellent problem-solving, analytical, and interpersonal skills.
Lead Ford Fleet Parts Specialist Jan 2020 – Jun 2022
MarketSource
Prepares and maintains statistical reports and records, including reference resource catalogs, vendor and purchase lists, contact information, and other records and files related to the parts service area.
Assists in maintaining accurate repair and operating costs on all automotive vehicles and equipment; assists in preparing reports on stock consumption and related matters.
Present and implement and enforce multiple Ford Fleet Programs to dealers in the NY/NJ region.
Lead dealers to year over year growth even through the pandemic.
Contact dealers through zoom phone, email and in person.
Run and present multiple sales reports.
Wholesale Parts Specialist Jan 2013 - July 2015
Resource Automotive - Chicago, II
Worked closely with assigned dealers to provide marketing training to adjust processes and procedures not specifically for wholesale but for the entire overall parts department; also ran weekly and monthly reports.
Educated the dealer on the latest programs and techniques for building wholesale business and traveled exclusively within the metro NYC region, servicing one of the most extensive assigned territories in the nation.
Maintained records of all sales and customer transactions, ensured compliance with company guidelines and maintained neat and clean areas.
Coordinated with internal and external customers and ensure all parts reached within team frame and ensured compliance to all local and federal regulations.
Responsible for the growth of wholesale parts within an assigned area for Nissan North America.
Parts/Service Director Jan 2010 - Jan 2013
Mazda Of Lodi - Lodi, NJ
Motivated, coached, and led a high-performing service selling and technical team to build the company's brand, obtain new clients and maintain customer relationships.
Provided high-quality customer service and satisfaction above company standards and maintained a good working relationship with factory personnel.
Successfully ensured top-flight customer service and satisfaction while driving staff training and development and team motivation.
Increased Customer Pay, Gross Profit (almost 7% in the first year) by increasing customer repair order sales and repair order, counts through customer retention.
Managed shop with five technicians, two advisors, and three parts countermen and implemented new policies and procedures for parts service and wholesale operations.
Parts Manager May 2008 - Jan 2010
Sansone Auto Mall - Woodbridge NJ
Managed day-to-day operations of 2 large franchises, which included all parts ordering, returns, and invoicing. Coordinated Auto Groups Wholesale departments and delivery fleet.
In charge of all supplies for dealers and worked with service managers to implement advertising plans to drive customers in or reach our goals and objectives.
Maintained and updated knowledge on all parts and products and designed all purchase orders to obtain required parts from vendors.
Conducted periodic analysis of current spare parts rooms and service van inventory levels to determine parts needed.
Developed and implemented a perpetual inventory system to achieve high customer satisfaction levels.
Parts Manager/Asst. Service Manager March 2004 - May 2008
Wayne Mazda Hyundai - Wayne, NJ
Operated a profit-generating website with Profits up 15-20% per month and Fill rate up to 92.3% from 81% and worked with all department managers to create a customer-satisfying atmosphere.
Handled customer complaints/misunderstandings and increased future customer sales by establishing trust with the customer by providing outstanding service.
Maintained and collected daily log and service reports from technicians and gather information on faulty products and systems for necessary action.
Managed wholesale parts operations, including fleet accounts, and took test drive vehicles with customers to determine mechanical problems.
Prepared all reports regarding the service department, ensured errors-free reports, and submittedthem to management as per company policy.
In charge of parts department in the top ten nationally for parts sales. Responsible for over $600,000 in inventory.
EDUCATION
Ray Catena Auto Group - Edison, NJ 2003 - 2006
Certifications and Licenses
Microsoft Office Professional Certification
Dodge Bronze Certification
Professional Development and Credentials
Computer Operations - Berkeley College, West Paterson, NJ
Accreditations
Led Wayne Mazda to #1 in District for Wholesale Parts for 2 straight years
Led Sansone Chrysler Jeep Dodge to increase of 23%
Top Ranking Dodge Dealer in Group
Ranked in Top 3 for Mazda Parts in Retail Wholesale and Customer Pay Repair Orders for 3 out of 4 years
Certified Parts Manager for Nissan Mazda and Chrysler Jeep Dodge
REFERENCES
Available upon request.
David J. Nash
: 156 Prospect Ave North Arlington NJ 07031
: ************@*****.***
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