PHIL LOZANO

***** ******** **** *******, ** ***** Phone: 301-***-**** Cell: 240-***-**** E-Mail: adi7e1@r.postjobfree.com

Summary

A high energy and results-driven professional with over 10 years of customer service experience with luxury vehicles. Award winning professional Service Consultant with more than 5 years of experience working with Audi and its customers. Ranked #20 of the top 25 Audi service consultants in the country. Excellent planning and organizational skills result in the optimum functioning of the department and the consistent achievement of high customer service standards. Responsible for the introduction of several successful customer service initiatives that have resulted in high JD Power CSI scores throughout the department. Dedicated service consultant with the ability to obtain outstanding results in a challenging, fast-paced environment.

Experience

Porsche Bethesda, Bethesda MD August 2018 – Current

Service Consultant

•Meet and deliver delight during service process

•Communicate between departments making process seamless

•Create excitement and develop short/long term relationship

Audi Silver Spring, Silver Spring, MD April 2010 – August 2018

Service Consultant

•Assist in developing and implementing strategies to ensure customer retention and satisfaction in a consecutively ranked top 5 Audi service department in the country based on CSI scores

•Provide feedback on the efficiency of customer service process to upper management

•Analyze data to identify strategies for improvement of service and productivity

•Maintain high levels of customer service at all times by taking care of customers’ needs while in the dealership or with loaner cars for more extensive repairs

•Prepare accurate and detailed repair orders that describe customer concerns, known issues, and likely causes along with services and repairs required

•Listen carefully to customer concerns and issues and ask probing questions to ascertain problems and repair needs

•Manage customer needs and expectations while giving them detailed updates regarding vehicle status

•Communicate and coordinate with internal departments for individual service needs

•Determine customer and vehicle needs and outline repair options

Awards:

2012 Audi Twin Cup

2011 Magna Society

Flips Auto Salon, LLC, Gaithersburg, MD March 2006 – April 2011

Owner – Premiere Mobile Automotive Detailing

•Developed and maintained client relationships and expectations for luxury brand vehicles

•Planned, organized and executed all marketing/business development initiatives

•Developed and implemented standards for client retention and satisfaction

•Developed and implemented high-impact strategies to target new business opportunities and new markets

•Secured contracts with local golf courses, high-end independent luxury dealerships and distribution companies

Criswell Honda, Germantown, MD March 2001 – April 2009

Get Ready Department Manager

•Managed overall vehicle flow and production in get ready department

•Ensured detailing department quality standards

•Ensured customer satisfaction and department standards

•Conducted safety and automotive detailing training meetings

•Maintained detailing equipment, managed inventory of chemicals, towels and other detailing supplies

•Managed and maintained employee time to ensure accurate payroll

•Maintained accurate records and reporting to achieve profitable goals

•Attended industry events and conferences to ensure department was using top of line products and services

Education

Howard Community College

Audi Training

2016 A4 Launch, Houston, TX

2012 A6 Launch, Ingolstadt, Germany

Meguiars product training

2

Contact this candidate