Service Manager, automotive

JOSEPH PRATTT

Walnut Creek, CA ***** C: 925-***-**** ********@*****.***

SUMMARY

Goal-driven Service expert offering over 5 years of successfully establishing and maintaining good working with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.

SKILLS

Staff management

Reporting and documentation

Task delegation

Organization

Team building

Customer service

Problem resolution

Relationship building

Progress tracking

Strategic networking

Online marketing and advertising

Lead generation

Client relationship management

Content strategy

EXPERIENCE

02/2020 to Current Service Manager

Elite Motor Cars Concord, CA

Adhered to customer service standards to foster satisfaction and retention. Hired, trained and developed service department staff to drive performance.

Collaborated with customers to offer solutions to service needs. Motivated, led and supported employees to maintain shop. Managed service department budget and investigated and resolved discrepancies.

Prioritized and delegated daily work tasks to meet anticipated project goals.

Delivered positive reinforcement and constructive criticism for employee work efforts.

Researched and provided timely resolution to service discrepancies. De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

01/2016 to 02/2020 Service Advisor/Dispatcher

Berkeley Honda Auto Center Berkeley, CA

Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.

Offered repair or service options to help customers make decisions. Developed preventive maintenance procedures and schedules for all customers.

Tracked all changes and actions in computer-based documentation system.

Streamlined preventive maintenance repair processes to support timely completion.

Tested components, assemblies and systems to diagnose problems. Greet customers, and discuss service needs per vehicle and mileage needed in service bundle.

Dispatch work flow to tech's in a manner where everyone would get around the same amount of workload.

02/2015 to 01/2016 Auto Body Estimator

AW Collision Concord, CA

Managed heavy workload of multi+ ongoing cases thanks to strong organizational, time management and collaboration skills. Created master spreadsheet to record procedures, denials and approvals. Documented vehicle damage and condition by taking meticulous notes and photographs.

Coordinated direct repair assignments with local body shops and rental vehicles during restoration processes.

Demonstrated self-reliance by meeting and exceeding workflow needs. EDUCATION AND TRAINING

01/2013 High School Diploma

DVC Concord, CA

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