Douglas Stock

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.

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.

Bachelor of Science - Business Management/Accounting - Pennsylvania State University