Mercedes Benz Service Manager - Bobby Rahal Motorcar Company - Wexford PA
(2000)
- Improved customer service satisfaction by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Motivated and supported employees to maintain low turnover.
- Created employee work schedules to keep shifts properly staffed.
- Aid in completing various duties during peak periods or employee absences.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Collaborated with customers to offer solutions to service needs.
- Created written estimates and obtained customer consent to proceed.
- Monitored employee performance through key metrics analysis.
- Hired and trained service department staff to drive performance.
- Adhered to customer service standards to foster satisfaction and retention.
- Managed service department budget and investigated and resolved discrepancies.
- Defined department goals and monitored performance to direct and enhance daily operations.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Guided department employees on changes from management.
Service and Parts Manager - Trak Auto - Altoona PA
(1996 - 2000)
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
- Treated associates with fairness and respect, providing recognition of accomplishments.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Coordinated maintenance on physical condition of retail center and equipment, routinely assessing each for needed repairs, updates or replacements.
- Coached staff on strategies to enhance performance and improve customer relations.
- Provided leadership insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Developed and mentored team members to provide hospitable, professional service while adhering to established service models.
- Developed team members into supervisors and department managers to promote family-based and performance-oriented culture.
- Cultivated culture of empowerment to help employees better meet customer service needs with minimal oversight.
- Reviewed employee performance and delivered constructive feedback to improve performance.
- Strengthened product branding initiatives and coordinated effective marketing campaigns.
