Manager Customer Service

** ******** ***. *****: 973-***-****

Woodland Park, NJ 07424 *********@*****.***

Robert J. Pergola

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Professional Profile

Highly motivated manager with over 10 years experience within the automotive and diesel trucking industries, as well as emergency standby generator service. Self-starter with increased levels of responsibility who shows initiative and can conduct business in a professional and ethical manner. Highly proficient in building sound business relationships while determining customer needs. Possesses extensive experience in the area of customer relations.

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Professional Experience

GenServe, Inc. 209 River Road, Clifton, NJ 07014

Service Advisor / Parts Manager (2011-2012)

• Interpret customer concerns and comments for the technician, so that the technician will diagnose problems correctly.

• Translate technician's findings into language the customer will understand.

• Estimate cost and time needed to do repairs taking into account the customer's schedule.

• Maintain high customer satisfaction standards by contacting the customer when technicians discover additional problems.

• Assist dispatcher when needed for scheduling technicians for future repairs.

• Tracked all incoming and outgoing parts for the company.

• Ensured that all parts are billed correctly for the service department.

• Responsible for shipping and receiving parts orders to and from manufacturer.

• Ability to identify correct part for generator being serviced.

• Ensured that the parts inventory was fully stocked by ordering parts from parts vendors.

• Work in conjunction with sales department to help establish relationships with potential customers (new generator sales and service contracts).

• Knowledge of UPS and FedEx shipments.

North Jersey Truck Center 236 Route 46 East, Saddle Brook, NJ 07663

Sales and Customer Service Manager for the Service Department (2010-2011)

• Developed service plans for customers dependent on their needs and finances.

• Developed and tracked marketing and strategy plans to help grow the service department, as well as the company, by researching whom the company’s competitors are, what services they offer and how can we attract their customer base and guarantee that we are the customer’s only choice for service.

• Collaborated with service manager to establish monthly budget / goals and created list of service department functions / procedures and who is responsible for them.

• Reviewed all service work to ensure the highest level of customer satisfaction.

• Communicated with current customers to increase their service activity and corresponded with past customers to understand why they have not returned and what could be done to re-establish their service business.

• Worked in conjunction with new / used truck sales and parts department to help establish relationships with potential customers.

• Perform duties of service advisor on occasion.

Atlantic Detroit Diesel – Allison 180 Route 17 South, Lodi, NJ 07644

Service Manager (2007-2009)

• Supervised all service department personnel and monitored their performance in servicing customers.

• Operated department profitably by creating goals and objectives including a monthly and annual operating budget as well as a marketing plan to promote new and repeat business.

• Provided training on administrative policies and procedures for all department personnel.

• Kept up-to-date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives.

• Encouraged technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the manufacturers.

• Maintained highest level of customer service with customers by handling customer complaints immediately and according to company policy.

• Continued all duties of Warranty Supervisor.

Service Advisor (2006-2007)

• Interpreted customer concerns and comments for the technician, so that the technician will diagnose problems correctly.

• Translated technician's findings into language the customer will understand.

• Estimated cost and time needed to do repairs taking into account the customer's schedule.

• Maintained high customer satisfaction standards by periodically checking on the progress of the vehicle during servicing and contacting the customer when technicians discover additional problems.

• Continued all duties of Warranty Supervisor.

Assistant Warranty Manager (2005-2006)

• Responsible for submitting warranty claims.

• Assisted manager in multiple departmental areas. Served as Warranty Manager in his absence.

• Continued all duties of Warranty Supervisor.

Warranty Supervisor (2003-2009)

• Supervised the storage and shipment of all warranty parts.

• Oversaw all paperwork associated with parts.

• Logged shipping information into factory intranet sites and computer system.

Warranty Administrator (2004-2005)

• Proofread all paperwork from the service department to ensure repair was warrantable.

• Submitted claims to the appropriate factory (Detroit Diesel and Allison Transmission). Responsible for the claims until payment.

• Tracked information using spreadsheets while looking out for the integrity of the company (making sure that all claims submitted were not fraudulent).

Parts Counter Salesperson (2001-2004)

• Tracked all incoming and outgoing parts for the company.

• Ensured that all parts are billed correctly for the service department.

• Responsible for shipping and receiving parts orders to and from manufacturer.

• Ability to identify correct part for make, mode and year of vehicle being serviced.

• Assisted service technicians and walk-in customers in purchasing parts.

• Knowledge of UPS shipments.

Clifton Auto Parts, Inc. / P & A Auto Parts 1103-5 Main Ave., Clifton, NJ 07011

Store Manager - (1995-2001)

• Responsible for controlling costs, building loyal clientele, maintaining good employee relations, setting and obtaining sales and profit objectives and maintaining all company records.

• Ensured that the parts inventory was fully stocked, ordered parts from warehouses.

• Satisfied concerns of all customers and ensured that service was performed at the highest level and operate the store profitably.

• Supervised all personnel and monitored their performance in servicing customers.

• Encouraged employees to keep up-to-date on automobile knowledge.

Counterman – (1991-1995)

Driver – (1994-1995)

Software:

Windows 2000, ME, XP, NT, 98, 95, Microsoft Word, Microsoft Excel, AS400, ADP, Sage Mas 200 Version 4.3.

Education:

Passaic Valley High School, Little Falls, NJ

Montclair State University, Montclair, NJ

References: Furnished upon request.

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