Customer Service Director

**** ********** *****, *******, ** *****, 760-***-****, ***-*******@*******.***

Carlos Borquez

Objective

Professional Automotive Service Director looking for an opportunity where my experience will add value to operations within the organization.

Experience

09/2016-PRESENT

Sunrise Ford

Fontana, CA

Service Director

Recruit and supervise Service Department and monitored performance in servicing customers.

Provide training on administrative policies and procedures for all department staff.

Encourage technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers.

Stay current on manufacturer warranty and policy procedures when serve as a liaison with the factory representatives.

Maintain the good Customer Service Index (CSI) rating from customers by managing customer complaints immediately and comply with dealership policy.

Ensure that safety standards are followed by service department personnel.

04/2015-09/2016

Ford of West Covina

West Covina, CA

Service Manager

Managed daily operations.

Assisted subsidiary service and sales personnel as required.

Communicated to management regarding uprightness of the dealership.

Responsible for the recruitment and training of all staff.

Supervised staff to ensure effective and efficient service to customers.

Collaborated with the parts department as appropriate to ensure proper stocking of high use parts.

Ensured that safety standards were followed by service department personnel.

Monitored work performance of staff.

Coordinated with customer and staff regarding service.

Designed a service process to help grow a new store with no process.

Increased vehicle car count from #20 vehicles a day to #50 cars a day creating financial growth.

Held the CSI in the top 3 in the region of Ford Motor Company.

05/2002-01/2015

Sunrise Ford

Fontana, CA

Service Advisor /Quick Lane Manager /Commercial Fleet Manager

Greet customer promptly. Address the customers’ most obvious concern.

Perform proper walk-around for the protection of the customer and company.

Check lights, tires and battery on service drive for potential up sales to ensure the customer safe travels.

Education

04/1998

Citrus Continuation High School

Fontana, CA

GED

Skills

Bilingual Spanish

Extraordinary supervisory experience in an auto repair facility

In-depth knowledge and interest in the automotive industry

Knowledge in both foreign and American automotive brands

High level of negotiation skills

Above average communication and interpersonal skills

Familiar with manufacturer warranty, mandatory reporting, and policy procedures

Ability to manage multiple individuals

Proficient with dealership computer system and Microsoft Office Suite

Strong customer service skills

Break down customer surveys to find the fault for correction

Prepare matrix chart to share with staff to help areas of concern

Certifications

Masters Service Manager

Masters Commercial Manager

Masters Service Advisor

Masters in Customer Relationship Manager

Good Year Tech Certification and Tire Champion Award

Continental tire certified

Michelin tire technician fundamentals Ford certification

References

References are available on request.

Contact this candidate