Consultant Service Customer

ALBERT L. FRIZALONE

***** ****** ***** ***, **** Myers, FL 33908 C: 239-***-**** ********@***.*** Summary

A results-driven operator with a proven track record and specialties in strategic planning, managing, and improving results in all aspects of dealer operations, inclusive of specific program and procedure implementation and training, service and sales, with a strong focus on team building, and detailing project information to determine effective results. Proven hands-on training and results in dealer operations training. Capable in identifying areas of strength and weakness to implement company policies, standards, changes in operation, and systems that optimize productivity and bottom-line results. Demonstrate ability to motivate a Team to maximize productivity and get immediate results to achieve the highest levels of profitability and customer satisfaction. Out-of-the-box thinker and performer with over 30 years of industry experience and excellence, specializing in service. Skills

• Customer Satisfaction (CSI)

• Dealer/Technician Training Proven

Results

• Sales Management Training

• Account Development/Revenue Growth

• Networking/Prospecting

• Internet Marketing & Sales

• CDK & Reynolds & Reynolds Proficient

• Team Leadership/Building

• Forecasting/Budgeting

• Software Implementation & Training

• Performance Improvement

• CARDONE Fixed Operations

• X-Time Proficient

• NADA Fixed Operations Training

• Strategic Planning and Zoning

• Program Development & Integration

• Vendor Relations

• Consumer Demographics

• 30 years experience in the Automotive

industry

• Work with Carrier, Daikin, Lennox, etc.

Experience

SERVICE OPERATIONS MANAGER April 2022 to April 2023 CONDITIONED AIR

Naples, Fort Myers, Sarasota, FL

PROVIDE CUSTOMER SERVICE THAT MEETS OR EXCEEDS CUSTOMER EXPECTATIONS TO CREATE AND MAINTAIN A PROFESSIONAL BUSINESS RELATIONSHIP AND INCREASE OPPORTUNITIES FOR GROWTH. Assisting in the management of the complete service department under the direction of the Sr. VP of Service. Individual duties include managing and overseeing the service technicians as they relate to technical issues, complaints with/by or concerning technician issues, assisting the needs of Client Care, resolving customer issues and complaints, providing on-going feedback to the Service VP regarding service trends, conducting classes and meetings for technicians. Overseeing technician appointments, time management, zoning for appointments, etc.

Accomplishments:

Mentor/coach/supervise field staff to develop technical skills, HVAC technical knowledge, processes, procedures and understanding the high level of customer service and safety required in the field. Proficient in building and keeping loyal customer base.

• Increased Google reviews from 3.5 to 4.8

• Created, implemented, and managed daily processes and procedures necessary for operation of an efficient Quality Control and profitable service department.

• Reduced obsolete inventory by $400,000 in 3 warehouses.

• Reduced filter loss by 125%

• Increased productivity by 150%

• Increased maintenance contracts by 75%

• Reduced “drive-time” by 70%

• Increased customer satisfaction by producing realistic appointment times

• Set proper “skill levels” of technician to increase ‘fixed right’ during first visit

• Monitored technicians’ hours and call completion daily

• Reduced wait time to 0%

• Oversaw and established good relationship with 72 technicians creating a positive work environment and developed lasting professional relationships

• Established marketing plans to ensure Service Dept is aggressively seeking new customers and new market opportunities

• Established zones so that each technician’s drive-time and scheduling were optimized

• Generated instructions for technicians to procure leads for sales when applicable

• Answered every single customer complaint or question with 100% satisfaction

• Worked closely with dispatch and billing, warehouse, and purchasing departments

• Saved multiple big accounts and solicited and earned many others

• Familiar with Lennox, Carrier, Daikin, and many other AC systems INDEPENDENT CONSULTING SERVICES:

Dealer Consultant Service & Training

Service & Parts Director/Consultant April 2019 to 2022 COOK MOTORCARS LTD. Aberdeen, MD

Dealer Process Improvement for multiple dealerships, Chrysler, Dodge and Mazda. Complete development and transformation of dealership service and warranty department and policies, including customer satisfaction, service management training, internet marketing, performance improvement, business growth, consumer demographics and stellar operations such as installation of express oil change programs and varying software. All aspects of service analyzed and revised including mechanical, service and warranty. Proven results in significant improvement of service department bottom line and CSI improvement from 50% to 99%; Warranty submissions from 76 days down to 1.7 days. Specific Software implementation and Training and certification.

Dealer Consultant Service & Training Feb 2015 to Jul 2018 MSX INTERNATIONAL Fountain Valley, CA

Premium Dealer Process Improvement. Complete development and transformation of dealership service department and policies, including customer satisfaction, service management training, internet marketing, performance improvement, business growth, consumer demographics and stellar operations such as installation of express oil change programs and varying software. All aspects of service analyzed and revised including mechanical, service and warranty. Proven results in significant improvement of service department bottom line and CSI at a rate of 98%. Specific Software implementation and Training.

proprietary software-as-a-service helps automotive dealerships and sales teams better understand and predict exactly which customers are ready to buy, the reasons why, and the key offers and incentives most likely to close the sale. Its micro-marketing engine then delivers the right message at the right time to those customers, ensuring higher conversion rates and a stronger ROI. What you will do:

• Responsible for day-to-day dealer relationship management and champions the adoption and ongoing use of the company product in the dealerships

• S/he executes launch planning, manages the product implementation and delivers initial and ongoing training to meet the needs of the dealers in their area through regular monthly performance visits

• This person is the first point of contact for our dealerships handles issues and follows up on those that have been escalated

• S/he brings best practice knowledge of the product into the client organization to support the company’s value proposition to its dealerships

• This person must have an in-depth understanding of the product functionality and related services as well as an overview of the technical functionality to train effectively and communicate appropriate usage

• In addition, the DRM will ensure that product changes, new features and releases are communicated and implemented in a timely manner

• This position will cover a geographical area and work as part of a larger team reporting to a Regional Area Manager

Service & Parts Director/Consultant Jan 2014 to Feb 2015 A-Z AUTOMOTIVE INC. Whitestone, NY

Origination and complete setup of Service Department, inclusive of Employee handbook. Hiring of technicians and applicable employees. Implemented training programs, certifications, rebuilt team and created a customer service program. Handling of City contracts and tremendous daily volume.

Service & Parts Director/Consultant

TREASURE COAST LEXUS/TOYOTA FL

Service Manager/Contractual Consultant Jan 2002 to Jan 2014 TRI-COUNTY LEXUS Little Falls, NJ

Service and Parts Director

AMSI MANAGEMENT SERVICES Fort Myers, FL

Education and Training

Bachelor of Science, BUSINESS & MARKETING

St. John's University Jamaica, NY, United States NADA FIXED OPERATION TRAINING CERTIFIED

CARDONE FIXED OPERATION CERTIFIED

CDK & REYNOLDS & REYNOLDS PROFICIENT

X-TIME PROFICIENT

CERTIFIED IN MULTIPLE DEALERSHIP SPECIFIC PROGRAMS MULTIPLE CERTIFICATIONS FOR DEALERSHIPS INCLUDING, BUT NOT LIMITED TO: MERCEDES BENZ, AUDI, ACURA, CHRYSLER, LEXUS, TOYOTA, CHEVROLET, LAND ROVER, JAGUAR, JEEP, HYUNDAI and others

REFERENCES AVAILABLE UPON REQUEST

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