Customer Service Assistant Manager
Resume:
Charles Sutton
*********@*****.***
**** *********** **. ****** *******, AL 36877
Career overview
Dependable, hard-working Automotive Service Manager with more than 42 years of experience in automotive maintenance and repair leadership. Proven trainer with aggressive performance metrics. Enhances service center reputations by accepting ownership for accomplishing new and different requests; always explores opportunities to add value to job accomplishments.
HIGHLIGHTS
Inventory management - Customer Service
Scheduling - Documentation and Record Keeping
Cost control - OSHA Regulatory Compliance
Problem Solving - Policies and Procedures
Team Building - Conflict Resolution
Professional experience
Owner/GM, Midas Auto Service (CLS Automotive); Columbus, GA — Feb 2006 - Oct 2022
Oversaw the management of 16 employees across two automotive service locations.
Maintained compliance of all franchise regulations.
Implemented bi-weekly sales training for shop managers.
Created educational opportunities and on the job training scenarios for all company employees.
Hired and coached store managers to be able to effectively oversee their shop.
Manager, Midas Auto Service; Columbus, GA — Dec 1988 - Jan 2006
Responsible for the hiring & development of automotive technicians, customer service representatives, and service advisors.
Maintained employee scheduling and payroll.
Consistently monitored inventory of all parts and shop supplies.
Ran daily reports to ensure accuracy and monitor trajectory of shop goals.
Reviewed monthly statements and reconciled vendor accounts.
Drafted repair estimates for issues identified by customers and verified by technicians.
Oversaw the completion of all authorized work on customers vehicles.
Bolstered customer rapport through fair pricing and thorough explanation of estimates and work completed.
Assistant Manager, Midas Auto Service; Columbus, GA — Aug 1984 - Dec 1988
Increased job knowledge by receiving multiple ASE certifications.
Assisted shop manager in running of weekly and monthly reports.
Oversaw shop operations and identified improvements, as well as, points of weakness.
First line of defense for customer conflict resolution.
Responsible for preparing estimates and selling required work to customers.
Ascertain automotive problems and services by listening to customer’s description of symptoms; clarify description of problems; conduct inspections; take test drives; check vehicle maintenance records; examine factory maintenance schedules
Repair approved work on customer’s vehicles.
Automotive Technician, Westbrook Service & Tire; LaGrange, GA — Feb 1981 - Jun 1984
Inspected and repaired vehicles.
Identified customer concerns.
Skills
Worked with service customers in person and on the phone to help determine the needed services including taking detailed notes of their concerns and vehicle symptoms. • Document all customer and vehicle information. • Inspected and documented all incoming vehicles for damages or concerns including scanning for any existing OBD2 codes. • Utilized All Data/Direct Hit to create estimates and repair orders for vehicle services. • Communicated customer concerns to technicians and Service Manager and helped coordinate repairs. • Provided customer billing and processed all cash and credit payments. • Ordered and distributed necessary parts and supplies. • Ensured timely return of cores and unneeded parts and ensured proper credit was received. • Reconciliation of parts and supplies billing. • Worked to provide customers a pleasant experience with exceptional customer service.
Education
Central High School; Phenix City, AL
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