Quality Assurance Automotive Service

**** *** ******* ******* **, FREDERICKSBURG, US, *2407 •

*************@*****.*** • 540-***-****

TROY GRESHAM

Detail Manager

PROFESSIONAL SUMMARY

Detail Manager with over 26 years of experience in automotive service management, bringing a visionary approach to enhancing service quality and customer satisfaction. Proficient in auto detailing, quality assurance, and team management, with a proven track record of streamlining processes and boosting customer retention. Committed to fostering a culture of continuous improvement and innovation, aiming to drive future success in automotive service excellence. EMPLOYMENT HISTORY

LEXUS DETAIL MANAGER Mar 2019 - 2022

Parkside Detail / Lexus Knoxville, TN

DETAILER Jan 2018 - Mar 2019

Parkside Detail Knoxville, TN

SERVICE MANAGER Oct 2016 - Aug 2017

Caddy Carts Elite North Port, FL

ASE CUSTOMER SALES REPRESENTATIVE Jun 2015 - May 2017 Auto Zone North Port, FL

Led quality assurance with audits, evaluations, boosting customer satisfaction and repeat business. Conducted thorough internal audits and customer surveys, identifying key areas for improvement that drove measurable enhancements in service quality.

Promoted a culture of continuous learning within the team, enhancing skills and morale while contributing to a positive workplace atmosphere.

Implemented targeted training programs for the car wash team, leading to a noticeable increase in service efficiency and customer satisfaction.

Streamlined detailing processes, resulting in enhanced service speed and increased customer retention.

• Used cleaning, protective and restorative agents to maintain and enhance appearance of vehicles.Enhanced vehicle appearance by expertly applying protective agents, resulting in improved customer satisfaction and increased repeat business. Executed thorough interior cleaning processes, ensuring every vehicle met high standards of cleanliness and attention to detail.

Streamlined vehicle washing procedures, significantly reducing turnaround time and improving service efficiency for the auto dealership.

• Custom golf cart restoration.Fostered a customer-centric environment by actively listening to service needs, resulting in tailored solutions and heightened client satisfaction. Streamlined the repair process for golf carts, leading to measurable improvements in turnaround time and increased customer retention.

Coordinated a team of service professionals, enhancing workflow efficiency and ensuring high-quality standards in golf cart modifications.

Analyzed service trends to identify common issues, enabling proactive measures that reduced recurring problems and improved service delivery.

• Retail counter and money handling.Fostered strong customer relationships by providing expert advice on auto parts, resulting in improved repeat business and client loyalty. Streamlined inventory management processes, ensuring accurate stock levels and timely replenishment, leading to reduced stockouts and enhanced sales.

Analyzed customer feedback to identify service gaps, implementing targeted training that elevated staff performance and customer satisfaction.

Delivered auto parts to local businesses, ensuring timely service that strengthened partnerships and boosted overall sales. Coordinated with team members to enhance retail counter operations, resulting in smoother transactions and improved customer experiences.

TECHNICIAN/ADVISOR Oct 2015 - Nov 2016

Walmart TLC North Port, FL

OWNER/OPERATOR Apr 2007 - Jan 2014

Crofton Custom Detail Crofton, MD

SERVICE ADVISOR Jan 2010 - Jun 2013

Mercedes Benz of Annapolis Annapolis, MD

• Pleasantly greeted customers and asked open-ended questions to better determine needs.

• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.

• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

• Effective liaison between customers and internal departments. SERVICE CONSULTANT Apr 2003 - Jun 2007

Criswell Audi Annapolis, MD

SERVICE CONSULTANT Jan 1999 - Sep 2002

Lexus of Annapolis Annapolis, MD

MAINTENANCE TECHNICIAN REPAIR 2022 - 2023

Wilderness Presidential Resort Fredericksburg, Va

WAREHOUSE SUPPLY PICKER 2023 - 2025

Genesis Logistics Frederiksberg, Va

Diagnosed and resolved automotive issues, enhancing vehicle performance and reliability. Provided detailed repair assessments, improving customer satisfaction and trust. Utilized diagnostic tools effectively, ensuring accurate evaluations and solutions. Delivered exceptional customer service by clearly communicating repair needs, resulting in increased customer satisfaction and repeat business.

Developed detailed service write-ups for clients, enhancing transparency and fostering trust while promoting necessary maintenance actions.

Led business strategy, enhancing mobile detailing services and customer satisfaction. Implemented advertising, increasing customer base and revenue growth. Applied detailing techniques, ensuring high-quality service and client retention. Executed meticulous detailing services, receiving consistently positive feedback and referrals from satisfied customers. Demonstrated strong leadership by training and mentoring staff, promoting a collaborative work environment. Advised clients on service plans, enhancing customer satisfaction and retention. Drafted service orders and managed schedules, improving operational efficiency. Communicated service procedures and timelines, ensuring client transparency. Collaborated with teams to align solutions with customer needs, boosting service quality. Built strong client relationships, consistently surpassing service standards. Drafted service orders and maintained schedules, enhancing operational efficiency. Explained service procedures and timelines, ensuring customer satisfaction. Collaborated with clients to develop tailored service plans, boosting engagement. Addressed customer concerns to resolve issues and improve service outcomes. Coordinated with teams to understand customer needs, offering effective solutions. Executed routine maintenance tasks on resort facilities, ensuring optimal functionality and enhancing guest satisfaction. Conducted thorough inspections of equipment and systems, identifying and resolving issues to prevent costly downtime. Worked closely with the management team to prioritize maintenance projects, ensuring timely completion and minimal disruption to guests.

Streamlined picking processes to enhance efficiency, achieving faster order fulfillment and improved customer satisfaction. Maintained accurate inventory records and conducted regular audits, ensuring stock levels aligned with operational needs. Worked closely with shipping teams to coordinate timely deliveries, fostering strong interdepartmental communication and reliability.

Monitored and analyzed picking metrics, identifying areas for improvement that led to noticeable gains in productivity. EDUCATION

HIGH SCHOOL DIPLOMA: ARTS 1985 - 1987

Stafford SH Stafford, Va

GPA 3.6

SKILLS

Quality Assurance (Experienced), Team Management (Experienced), Customer Service (Expert), Auto Detailing (Expert), Service Management (Experienced), Problem Solving (Experienced), Technical Support (Skillful), Sales (Skillful), Business Development (Experienced), Automotive Service (Expert), Time Management (Skillful), Conflict Resolution (Experienced), Team Management (Experienced). HOBBIES

Drawing/painting, Sports and Entertainment, Automobile Customizing and Enhancement COURSES

ASE C1

National Institute for Automotive Service Excellence

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