Assistant Service Customer
Resume:
PAUL CARROLL
**** ********* **** *****, ** *****
adufvp@r.postjobfree.com
Dedicated automotive management professional with 30 plus years’ experience in the retail automotive industry. Innovative individual with proven customer service and retail operations management, front-end supervision, team building, training and conflict resolution experience. Expertise interpreting technical specifications, performing service, diagnostics, and repairs on domestic and imported automobiles and trucks. Installed processes and procedures to exceed maximum sales and profit.
EXPERIENCE
09/2022 – PRESENT
SERVICE/PARTS DIRECTOR, PORSCHE ARLINGTON
Arlington, VA
Forecast and meet monthly, quarterly, and annual goals
Fully understand and comply with all federal and state regulations pertaining to the service department, including hazardous waste disposal and OSHA right-to-know
Hire, train, motivate, and support all members of the service and parts departments
Assist with any escalated client situations in alignment with the Rosenthal Automotive mission statement
Maintain high customer satisfaction standards (CSI)
Serve as a liaison between the dealership and factory representatives
Perform managerial tasks such as payroll corrections, time off requests, etc.
03/2022 – 08/2022
SERVICE DIRECTOR, Crisswell Maserati Alfa Romeo
Germantown, MD
Runs an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Ensures that the daily inventory of technicians' time is consistently sold to service customers.
Forecasts goals and objectives for the department and strives to meet them.
Hires, trains, motivates, counsels, and monitors the performance of all service department staff.
Prepares and administers an annual operating budget for the service department.
Maintains reporting systems required by general management and the factory.
Attends managers' meetings.
Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys.
Strives for harmony and teamwork within the department and with all other departments.
Develops and implements a marketing plan which promotes new and repeat business.
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
Accounts for all documents; ensures that none are missing and all are processed correctly
Holds weekly department meetings
Directs and schedules the activities of all department employees
Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
Monitors technicians' daily productivity reports and corresponding payroll records.
Monitors and follows up on parts orders to ensure availability.
Initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations.
Establishes and maintains good working relationships with customers to encourage repeat and referral business.
Informs repair technicians of time allowances on each repair order.
Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
Keeps abreast of new equipment and tools available and recommends purchases.
Ensures that the work areas and customer waiting areas are kept clean.
Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
Serves as liaison with factory representatives.
Ensures the proper care, storage, and inventory of special tools.
Ensures that customers' service files are up-to-date and readily available for reference.
Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
Prepares pricing guides and maintenance menus for frequent labor operations.
Handles customer complaints immediately and according to dealership's guidelines.
Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
Maintains safe work environment.
Maintains a professional appearance.
08/2021 – 11/2021
ASSISTANT SERVICE MANAGER, Ourisman Chrysler Dodge Jeep Ram of Bowie
Bowie, MD
Promptly answer inbound phone calls and properly greet and assist all customers calling the dealership regarding vehicle service needs Promptly answer inbound phone calls and properly greet and assist all customers calling the dealership regarding vehicle service needs.
Perform outbound calls including follow-up calls daily, perform, assist advisor with outbound calls for status updates and up sells, and no-show calls.
Promptly meet and greet customers in a friendly and professional manner
Represent the dealership in a positive manner; providing exceptional personalized service to our customers.
Test drive the vehicle with the customer as needed to confirm the problem or refer to a technician.
Research vehicle service history, inspect the vehicle, and recommends additional needed services.
Effectively communicate with the technicians working on the customers vehicle
Obtain necessary payment and signatures from the customer
Perform loaner agent duties including creating agreements perform walk arounds with pictures, collect on gas fees from customers, collect on toll and ticket fees from customers, and return the loaners and perform walk around for damage
Conduct all business with sincerity, honesty, and genuine concern for customers
Maintain the highest customer service standards
10/2019 – 02/2021
ASSISTANT SERVICE MANAGER, Nissan of Bowie
Bowie, MD
Promptly answer inbound phone calls and properly greet and assist all customers calling the dealership regarding vehicle service needs Promptly answer inbound phone calls and properly greet and assist all customers calling the dealership regarding vehicle service needs
Perform outbound calls including follow-up calls daily, perform, assist advisor with outbound calls for status updates and up sells, and no-show calls
Represent the dealership in a positive manner; providing exceptional personalized service to our customers
Test drive the vehicle with the customer as needed to confirm the problem or refer to a technician
Research vehicle service history, inspect the vehicle, and recommends additional needed services
Assist the Service Advisor with advising the customer of the importance of properly caring for their vehicle and the value of maintaining their vehicle
When assisting Service Advisors with customer check in provide a complete and accurate written cost estimate for labor and parts, establish a promise time and follow up as needed, and clearly outline customer needs on the repair order with efficiency/accuracy
Effectively communicate with the technicians working on the customer’s vehicle
Assist the Service Advisors with monitoring the progress of the vehicle throughout the day; keeping the customer informed of the status of their vehicle
Obtain necessary payment and signatures from the customer
Perform loaner agent duties including creating agreements perform walk arounds with pictures, collect on gas fees from customers, collect on toll and ticket fees from customers, and return the loaners and perform walk around for damage.
Conduct all business with sincerity, honesty, and genuine concern for customers
Maintain the highest customer service standards
06/2018 – 09/2019
ASSISTANT SERVICE MANAGER, Ourisman Chrysler Dodge Jeep Ram of Bowie
Bowie, MD
Promptly answer inbound phone calls and properly greet and assist all customers calling the dealership regarding vehicle service needs Promptly answer inbound phone calls and properly greet and assist all customers calling the dealership regarding vehicle service needs
Perform outbound calls including follow-up calls daily, perform, assist advisor with outbound calls for status updates and up sells, and no-show calls
Promptly meet and greet customers in a friendly and professional manner
Represent the dealership in a positive manner; providing exceptional personalized service to our customers
Test drive the vehicle with the customer as needed to confirm the problem or refer to a technician
Research vehicle service history, inspect the vehicle, and recommends additional needed services
Effectively communicate with the technicians working on the customers vehicle
Obtain necessary payment and signatures from the customer
Perform loaner agent duties including creating agreements perform walk arounds with pictures, collect on gas fees from customers, collect on toll and ticket fees from customers, and return the loaners and perform walk around for damage
Conduct all business with sincerity, honesty, and genuine concern for customers
Maintain the highest customer service standards
03/2013 – 05/2018
STORE MANAGER, MR. TIRE
LAUREL, MD
Decisive hands-on manager with an interactive management style able to lead several service teams and administrative staff to achieve district sales goals
Provide leadership, coaching and training to all personnel on tire center operations, customer service, safety and administrative policies and procedures
Support efforts of sales personnel profitability while achieving effective utilization of all company assets, growth of sales, profit generation and improvement
Responsible for P&L, balanced cash receipts and bank deposits
Manage an inventory of parts in excess of $700K
Reconcile daily part invoices, track the daily gross sales of parts, reconcile parts/warranty returns and perform physical inventory weekly
Maintain quality customer relationships and services while monitoring, evaluating and presenting solutions to potential problem customer/fleet /commercial accounts
Ensure compliance with all company policies and procedures, federal and state laws and regulations
Negotiate contracts with third party consultants and manage relationships with contractors and vendors
Maintain a safe and clean service environment, while maintaining all equipment and facility with minimal capital outlay
03/2011 – 03/2013
GENERAL MANAGER, DRIVER’S AUTO REPAIR
HOUSTON, TX
Attentive automobile service manager with comprehensive knowledge of the automobile industry
Responsibilities included interviewing, hiring, and training employees, planning, assigning, and directing daily work assignments, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems
Conducted automotive inspection, performed diagnostics and repairs on a wide variety of vehicle makes and models both domestic and imported
Generated incremental sales and improved customer satisfaction by providing daily leadership, advice, support and direction keeping everyone focused on goals, challenging them to exceed expectations
Evaluated monthly revenue and prepared quarterly financial reports Decisive hands-on manager with an interactive management style able to lead several service teams and administrative staff to achieve district sales goals
02/2009 – 02/2011
SALES ASSOCIATE, LONG FENCE AND HOME
BELTSVILLE, MD
Dedicated outside-sales professional with outstanding communication skills, professionalism and diplomacy
Maintained thorough and updated knowledge of product offerings as well as promotions
Explained operation, maintenance details and special tips for use
Maximized revenue opportunities by consistently upselling warranties and accessories
Drafted sales contracts and communicated with Banks to obtain customer financing
Trained sales people and recruited talent
Consistently won top salesman of the month award
Obtained home improvement license
03/2004 – 03/2008
ASSISTANT SERVICE MANGER, OURISMAN HONDA
LAUREL, MD
Specialized in creating a superior customer service environment for the customer exceeding customer expectations and ensuring the accuracy of the service request for each customer needs
Directed 14 employees and managed technicians
Maintained high standards in sanitation and safety and complied with regulatory guidelines
Transformed used car operation that were experiencing slow turnaround. Met or exceeded all sales targets despite increased competition
Enhanced employee performance and helped build a motivated workforce
Served on special taskforce charged with turning around underperformance in the stores
Assisted with the development of advertising used to create new business
02/2001 – 02/2004
ASSISTANT SERVICE MANGER, AMERICAN SERVICE CENTER FOR MERCEDES BENZ
ARLINGTON, VA
Fostered an environment in which guests enjoyed high levels of service and employees were motivated to deliver top performance
Fielded customer concerns and questions by phone and in person
Achieved a customer satisfaction score above Mercedes district zone dealership averages
Maintained and developed a client base. Succeed in having an average of 3 labor hours per customer
EDUCATION
ANNE ARUNDEL COMMUNITY COLLEGE
HIGH SCHOOL OR EQUIVALENT
COMPLETED NUMEROUS COURSES AND SEMINARS IN CUSTOMER SERVICE, SALES STRATEGIES, INVENTORY CONTROL, LOSS PREVENTION, TIME MANAGEMENT, LEADERSHIP, PERFORMANCE ASSESSMENTS.
ATTENDED SEMINARS FROM PAUL CUMMINGS, DALE CARNEGIE, ZIG ZIGGLER, VOLKSWAGEN, CHRYSLER, DODGE, JEEP, RAM, NISSAN, HONDA, ACURA, MERCEDES BENZ, MASERATI, ALFA ROMEO, AND PORSCHE. FORMERLY ASC CERTIFIED
HONDA AND ACURA CERTIFIED
STUDIES IN BUSINESS ADMINSTRATIVE
SKILLS
Automotive Management experience within a high-line service department
10+ years in the automotive industry
CDK Dealer Management System experience
Proven track record of excellent CSI
Enthusiastic, motivated, and energetic person who has a personal determination to overcome possible objections while providing an outstanding customer experience
Process and detail oriented with developed organizational and computer skills
Excellent oral and written communication abilities
Confident in ability to work under pressure and prioritize
Contact this candidate