Monae Lowe
Richmond Hill,NY
Summary
Driven by a goal-oriented approach, I excelled as a Service Manager at South Shore Hyundai, enhancing customer loyalty through expert problem-solving and critical thinking. My leadership significantly increased revenue, demonstrating proficiency in KPI monitoring and team leadership.
Overview
11
11
years of professional experience
Work History
Service Manager
South Shore Hyundai
2018.07 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Experience with HVX, and customer resolutions in hyundai dealer
- Managed and organzine vehicle fleet ,loaners
- Manage Service BDC for 2 locations
- Hyundai Certified Expert
Southshore Hyundai
Assistant BDC Manager
2013.02 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Managed sales department payroll and commissions
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Top performer
BMW BAYSIDE
BDC MANAGER
2015.02 - 2018.03
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Hosted corporate events and managed charity function for the region
Education
Associate of Applied Science -
University of Phoenix
Tempe, AZ05.2020
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Critical Thinking
- Workflow Management
- Goal-Oriented
- KPI Monitoring
Timeline
Service Manager
South Shore Hyundai
2018.07 - Current
BMW BAYSIDE
BDC MANAGER
2015.02 - 2018.03
Southshore Hyundai
Assistant BDC Manager
2013.02 - Current
Associate of Applied Science -
University of Phoenix
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