Customer Service Manager
Resume:
William R Garcia
Roscoe, IL *****
******.**@*****.***
BDC/Customer Service Manager with 10+ years in internet sales, service writer/advisor, customer service, New and Used car sales, training and personnel management. Driven to exceed goals and expectations. Effective at multitasking and reaching sales targets. Builds loyalty and long-term relationships with co-workers and customers.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Service Advisor
Autocare Center of Roscoe - Roscoe, IL
July 2020 to Present
• Greeting customers and directing them to available mechanics.
• Consulting with mechanics regarding necessary repairs and possible alternatives to expensive repairs.
• Using your knowledge of our products and services to sell or provide in-depth information about available parts and service options to customers.
• Answering questions about service outcomes and scheduling and booking appointments, vehicle drop- off, and vehicle pick-up.
• Providing customers with information and advice on services, warranty protections, potential cost savings, and the advantages of trading in versus fixing their car.
• Managing and overseeing the dealership's workflow and schedule.
• Calling customers to advise them about service changes or car pick-up times.
• Maintaining positive customer relationships to ensure repeat business.
• Ensuring all details on services rendered and costs are related to customers and processing their payments.
• Communicating service technicians about parts ordering and ensuring parts are available when needed.
BDC Manager
Don Jacobs Toyota - Milwaukee, WI
October 2018 to June 2020
• Steadily increased sales and service appointments for the company.
• Contacted customers by phone, email and text in response to vehicle inquiries.
• Promptly resolved all customer requests, questions and complaints. Monitored Customer View Point Surveys to insure customer satisfaction.
• Maintained knowledge of current sales and promotions, and advertised accordingly via website, third party sites, and email blast.
• Built relationships with sales and service customers to establish long-term business growth.
• Attended sales training and implemented best practices leadership to the department to help develop and train co-workers.
• Helped develop a comprehensive training program for new CSR's on vehicle product knowledge, phone scripts, and CRM.
• Ran month end reporting for each CSR's for how many internet leads, inbound calls, appointment set, appointments showed and appointments sold generated from the internet department.
• Reported daily service and sales appointments made and showed.
• Set all incoming service appointments including Special Order Parts list daily.
• Created several email templates to help establish and maintain new as well as current customers informed.
• Set internet sales pricing for outgoing campaigns. Activity Center Manager/Service Advisor
Manley's Belvidere Ford Lincoln
June 2015 to October 2018
• Started up and created the processes for the Activity Center.
• Steadily increased sales and service appointments for the company.
• Contacted customers by phone, email and text in response to vehicle inquiries.
• Promptly resolved all customer requests, questions and complaints. Monitored Customer View Point Surveys to insure customer satisfaction.
• Maintained knowledge of current sales and promotions, and advertised accordingly via website, third party sites, and email blast.
• Built relationships with sales and service customers to establish long-term business growth.
• Attended sales training camp and brought back best practices leadership back to the department to help develop and train co-workers.
• Helped develop a comprehensive training program for new activity center representatives on vehicle product knowledge, phone scripts, and CRM.
• Ran month end reporting for each ACR for how many internet leads, inbound calls, appointment set, appointments showed and appointments sold generated from the Activity Center.
• Reported daily service and sales appointments made and showed.
• Set all incoming service appointments including Special Order Parts list daily.
• Provided a consultative selling process to assist customers in planning for on-going required maintenance of their vehicle.
• Produced repair orders for customers with full transparency including cost and time estimates.
• Gained product knowledge to effectively address and assist with service maintenance requirements and warranty information
• Communicated frequently with technicians and other associates to ensure timely completion of work, ensuring an exceptional customer experience to drive loyalty. BDC Manager
E. Riverside Blvd - Loves Park, IL
April 2012 to May 2015
• Centralized Business Development Center responsible for four brands including Honda, Mercedes, Audi and Jaguar.
• Contacted customers by phone, email and text in response to vehicle inquiries.
• Trained all new BDC hires on product knowledge, phone scripts, CRM and vehicle inventory location tools.
• Responsible for scheduling coverage for the department.
• Assisted with marketing sales pricing, reporting month end statistics for each BDC representative. New Car Salesman/Internet Sales Rep
Libertyville Toyota - Libertyville, IL
April 2008 to April 2012
• Demonstrated all vehicle features to customer.
• Completed yearly certifications on all new vehicles.
• Coordinated dealer-to-dealer trades and controlled inventory.
• Ensured maximum potential in each transaction by upselling finance products.
• Maximized dealership sales by meeting or exceeding monthly sales quotas.
• Established long term relationship with customers, develop a pattern of repeat sales, client loyalty and referrals.
• Attended training sessions that help develop negotiation techniques that were utilized to increase closing sales ratio and to overcome objectives.
• Implemented several marketing platforms exploiting multimedia, text message, flyers, email blast, and other communication devices that were used as tools of publication. Assistant Manager
Jewel Food Stores - Elgin, IL
June 1996 to April 2008
• Opened new store locations, assisted in recruiting/training new associates.
• Directed and supervised associates in various departments.
• Engaged in sales, inventory and work organization.
• Merchandised and built stand alone, end cap, lobby displays to meet company standards.
• Stocked inventory when shipments were received.
• Worked multiple departments within the store.
• Reorganized backroom and sales floor to meet company demands.
• Wrote daily order to replenish merchandise.
• Conducted bi-annual inventory control audits.
• Wrote weekly co-worker schedules.
Education
High school or equivalent in General Studies
Kelvyn Park High School - Chicago, IL
September 1987 to June 1991
Skills
• CRM (10+ years)
• CUSTOMER RELATIONSHIP MANAGEMENT (10+ years)
• EXCEL (3 years)
• GOAL-ORIENTED (10+ years)
• MS WORD (5 years)
• Time Management
• Sales Experience
• Customer Service
• Microsoft Excel
• Computer Literacy
• CRM Software
• Microsoft Word
• Negotiation
• Microsoft Office
• Retail Sales
• Business Development
• Recruiting
• Management
• Dealership Experience
• Typing
• Leadership
• Sales
• Team management
• Supervising experience
Certifications and Licenses
Driver's License
Assessments
General manager (hospitality) — Proficient
July 2020
Solving group scheduling problems and reading and interpreting P&L statements Full results: Proficient
Office manager — Proficient
June 2020
Scheduling and budgeting
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Skills
• Analytical problem solver
• Hard working and Goal-oriented
• Positive and upbeat
• Punctual
• Advanced in FordDirect, Vinsolutions CRM
• Proficient in FordDirect/Dealer.com Website
• Trained in Graphtec Studio Vinyl cutting
• Proficient in MS Word and Excel
• Knowledge in VAuto, Homenet, Dealer Trac,
• True Car, Car Gurus, Autotrader and Cars.com
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