Customer Service Manager

Terrence Jeansonne

**** *** *** **********, ** **302 318-***-**** / **********@*****.***

Goal oriented, results driven with 38 years of customer service, sales, and management experience with a proven track record of building strong, trusted relationships with dealers, manufacturers, customers and employees while driving sales and surpassing customer service goals.

Career Experience

Vaughn Automotive Group

May 2024 – August 2024

Service & Parts Director

* Hires, trains, motivates and monitors the performance of the service and parts department managers.

* Maintains reporting systems required by general management and the manufacturer.

* Ensure that all aspects of these departments operate efficiently, profitably, and in alignment with the dealership goals.

* Prepares and administers and annual operating budget for the service and parts departments.

Walker Toyota

Alexandria, la 71303

Service Manager 2014-2024

•Train and develop new service advisors as well as provide additional training when needed to improve on advisors skillsets.

•Handle all of the customer complaints and concerns ensuring all issues are addressed promptly with the highest level of professionalism to ensure customer satisfaction.

•Ensure customer service (CSI) goals are met by ensuring our team is customer focused and well trained to service clients and meet their needs.

•Solid book of longstanding, trusted and repeat customers.

•Identifies automotive problems and services by listening to customer’s descriptions of symptoms; clarifies description of problems; conducts inspections; takes test drives; checks vehicle maintenance records; examines service records.

•Verifies warranty and service contract coverage by examining records and papers; explains provisions and exclusions.

•Develops estimates by costing materials, supplies, and labor; calculating customer’s payment, including deductible.

•Prepares repair orders by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtains approval signatures; enters repair orders into database program.

•Supervising Auto Technicians in shop to ensure repairs are done accordingly.

•Maintains automotive records by recording problems and corrective actions planned.

•Updates job knowledge by participating in Continuing Education courses; manufacturer’s publications.

Vaughn Ford

Oakdale, LA 71463

Service Manager 2006-2014

•Handle all of the customer complaints and concerns ensuring all issues are addressed promptly with the highest level of professionalism to ensure customer satisfaction.

•Ensure customer service (CSI) goals are met by ensuring our team is customer focused and well trained to service clients and meet their needs.

•Solid book of longstanding, trusted and repeat customers.

•Identifies automotive problems and services by listening to customer’s descriptions of symptoms; clarifies description of problems; conducts inspections; takes test drives; checks vehicle maintenance records; examines service records.

•Verifies warranty and service contract coverage by examining records and papers; explains provisions and exclusions.

•Develops estimates by costing materials, supplies, and labor; calculating customer’s payment, including deductible.

•Prepares repair orders by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtains approval signatures; enters repair orders into database program.

•Maintains customer rapport by explaining estimates and expected return of vehicle; obtains customers approval estimates; arranges towing and alternative transportation.

•Maintains automotive records by recording problems and corrective actions planned.

•Updates job knowledge by participating in Continuing Education courses; manufacturer’s publications.

Accomplishments

Certified Toyota Service Manager with Gulf States Toyota

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