Customer Service Director
Resume:
EDWARD J. LYNAM
OBJECTIVE
To obtain a position that will utilize my skills, abilities and
experience to contribute to the company's success. EXPERIENCE
# * ******* ******* ***********, **
SERVICE AND PARTS DIRECTOR 10/2021 - Present
Forecasts goals and objectives for the departments and strives to meet them. Hires, trains, motivates and monitors the performance of the service and parts department managers.
Prepares and administers an annual operating budget for the service and parts departments.
Maintains reporting systems required by general management and the factory. Attends managers meetings.
Monitors the performance of the service and parts departments. Strives for harmony and teamwork within the departments and with all other departments.
Understands, keeps abreast of and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.
Understands and ensures compliance with manufacturer warranty and policy procedures.
Holds weekly department meetings.
Establishes and maintains good working relationships with customers to encourage repeat and referral business.
Fosters professional employee development and coordinates with department managers to determine need for advanced training.
Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality. Makes customer satisfaction a department priority, ensuring that service and parts personnel are courteous and respectful in their interaction with customers. Handles customer complaints immediately and according to dealership's guidelines.
Administers warranty claims, reviews warranty policy adjustments, understands and applies warranty guidelines, ensures correct processing of claims and communicates warranty information and clarifications to customers. Develops dealership service and parts pricing plans and recommends to dealer or general manager.
Works with parts and service managers to find ways to improve the overall profitability of the dealership.
Keeps abreast of new equipment and tools available and recommends purchases.
Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities. Serves as liaison with factory representatives.
Maintains safe work environment.
Maintains a professional appearance.
Other tasks as assigned.
Renaissance Hotel Pittsburgh, PA
CUSTOMER SERVICE 11/2019 - Present
Ensuring guests are treated well. Answer questions, valet cars,assisting with luggage and opening doors for guests to complete the entire guest experience. CONTACT
*******@***.***
EDUCATION
Special education certificate of
completion/diploma or in
attendance
Bradford Business School
EDWARD J. LYNAM
Delaney Auto Group Indiana, PA
SERVICE DIRECTOR 06/2018 - 10/2019
Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers Creating goals and objectives for the department, which includes an annual operating budget and a marketing plan to promote new and repeat business
Providing training on administrative policies and procedures for all department personnel. Encouraging technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers
Keeping up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives
Maintaining the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to dealership policy
Epsilon Pittsburgh, PA
DEALER SERVICE CONSULTANT 08/2016 - 04/2018
Represents Epsilon in assigned territory by providing excellent customer service by selling the Epsilon product line within existing customer base to ensure customer retention, customer satisfaction and loyalty. Consistently meet or exceed sales goals by selling Epsilon products to prospective dealers in assigned market area. Maintain timely, detailed and accurate records in Salesforece.com of activities, phone conversations, outcomes, and any other pertinent client interactions
Rohrich Pittsburgh, PA
SERVICE DIRECTOR 12/2015 - 07/2016
Creating and maintaining a positive relationship with customers ensuring the service that department staff are helpful as well as making customer satisfaction a priority to ensure referral and repeat business. Perform all hiring, training of all employees. Raised customer satisfaction index from 100 out of 130 dealers to 37 in the zone. Able to increase labor sales by obtaining and servicing major fleet accounts.
Northstar Chevrolet Moon Twp, PA
SERVICE DIRECTOR 04/2004 - 07/2015
Job duties include preparing annual operating budget, goals and objectives for each department and monitoring performance. Directing the hiring and training of managers to improve profitability and efficiency. Creating and maintaining a positive relationship with customers,ensuring referral and repeat business. Working directly with customers and warranty clerk to administer warranty claims, as well as understanding and applying warranty guidelines. Creating dealership service and pricing policies for approval of general manager. Ensuring that service repairs are performed efficiently and correctly by conducting spot checks on jobs. Day Centennial Uniontown, PA
FIXED OPERATIONS MANAGER 02/2000 - 03/2004
Responsible for the overall profitability of the mechanical service,parts,and body shop departments. Directly supervised the following team members: 10 technicians,1 warranty administrator,2 service writers,1 shop foreman,1 cashier and 5 lot attendants. Indirectly supervised 1 parts manager,4 parts clerks,1 body shop manager and 10 body shop technicians.Spearheaded a major increase in sales volume,gross profit,net profit,and hours per repair order. Perform all hiring,training and terminating employees.
QUALIFICATIONS AND ACHIEVEMENTS
Customer Experience Manager 12/31/2014
Inducted into the Customer Experience Manager Guild by General Motors The guild was designed to recognize those Customer Experience Managers, who strive to exceed customer expectations and raise the level of the customer experience at their dealership.
References are available upon request
EDWARD J. LYNAM
Contact this candidate