Customer Service Quality Assurance

KARIM EASLEY

Atlanta, Georgia, ***** ***********@*****.***

Work Experience

Asbury Automotive Group, Union City, Georgia

Service Lane Manager Mar 2013 - May 2019

Manages on average 7-9 Service Advisors and 25 Technicians on the Service Drive. Provides leadership in the areas of organization, customer service, sales, scheduling, training, and reporting. Maintains 95% or higher on Product Knowledge Test. Averaged 90% or higher for the last 3 years on Customer Satisfaction.

Motivate service advisors to provide consistent value for the dealership's customers. Monitor advisors' daily productivity, gives feedback, coaching and formulates plans for improvement.

Conduct periodic Quality Assurance by monitoring advisors' interaction with customers on the service drive and telephone.

Ensure Service Customer Pay Gross Profit growth. Customer Gross Profit growth increased by 10% each year for the last 3 years.

Provide customer service training to all service staff to include, but not limited to, effective communication, service sales, customer satisfaction index (CSI), work organization and time management.

Actively promote good morale and good relationships among the dealership associates. Take action and inform management when challenges to harmony and teamwork are noticed or reported.

Consult with General Manager and Human Resources to resolve employee challenges during the absence of the service manager.

Service Consultant Jan 2004 - Mar 2013 May 2019 - Present

As the face of the dealership for the service customer, provided high-quality service repairs and consistent value for the dealership's customers.

Ensured customer retention by building rapport and selling products and services necessary for proper maintenance as required by the manufacturer.

Educated and advised customers on the care of their vehicles and the value of maintaining in accordance with manufacturers specifications.

Consistently provided complete and accurate cost estimates for labor and parts. Established "promise times" for customers and technicians.

Effectively communicated progress of repairs, contacted customers regarding any changes in the estimate or promised time, explained cost and time requirements in detail, and obtained proper authorization before any additional repairs were performed.

Consistently met, and often exceeded Asbury's specified goals for Customer Pay Repair Order sales and gross profit.

Nalley Honda, Atlanta, Georgia

Automotive Technician Feb 1999 - Jan 2004

Provided all maintenance to vehicles, i.e. oil, tire rotation, transmission service, coolant service, brake service, power steering service, timing belt, spark plugs.

Repair of mechanical problems, i.e. alternator, starter, brakes, suspension, exhaust, wheels, tires, radiator, hoses, etc.

Education

Atlanta Area Technical School, Atlanta, Georgia

Diploma in Automotive Technology, Aug 1996 - May 1998

Additional Skills

Lawn Care & Maintenance

Carpentry

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