Alanna Casanova Sause
Reading,PA
Summary
Highly motivated and experienced Assistant Service Manager and Service Manager with expertise in staff training and development, team building, and service planning. Proven track record of resolving escalated customer complaints quickly and effectively using excellent communication skills. Skilled in managing daily operations of the service department including scheduling, staffing, invoicing, and parts ordering. Demonstrated ability to develop processes for tracking warranty claims and ensuring timely payment from vendors.
Overview
9
9
years of professional experience
Work History
Assistant Service Manager
PepBoys
04.2024 - Current
- Delegated tasks to employees to effectively complete projects
- Communicated with customers in person and by phone to promote issue resolution and good customer service
- Resolved escalated customer complaints quickly and effectively using excellent communication skills
- Managed daily operations of the service department including scheduling, staffing, invoicing and parts ordering
- Developed processes for tracking warranty claims and ensuring timely payment from vendors
- Utilized strong problem solving skills to resolve customer complaints quickly and efficiently
- Conducted monthly meetings to create business plans to drive successful monthly business
Service Manager
PepBoys
07.2023 - 04.2024
- Delegated tasks to employees to effectively complete projects
- Oversaw hiring and training procedures for new personnel to confirm smooth onboarding
- Managed a team of 10+ employees to provide high-quality service delivery
- Uphold established policies and procedures for maximum workplace efficiency
- Identified areas of improvement within the department and implemented solutions accordingly
- Utilized problem solving skills to address challenges that arose during daily operations
- Recruited, trained, coached, mentored, and evaluated personnel in order to maximize their potentials
Customer Service Advisor
PepBoys
09.2021 - 07.2023
- Developed strong relationships with customers through active listening, understanding their needs and providing tailored solutions
- Demonstrated effective communication skills while engaging with customers via telephone, email and face-to-face conversations
- Researched complex customer inquiries using available resources and provided detailed information in response
Assistant Manager
Quick Chek Stores
06.2016 - 09.2019
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
Education
Some College - Paralegal Studies
Peirce College
Philadelphia, PA08.
High School Diploma -
Jackson Memorial High School
Jackson, New jersey06.2020
Skills
- Customer service focus
- Staff training and development
- Team building expertise
- Schedule coordination
- Service planning
- Employee relations
- Strong leadership
- Customer service
- Time management
- Problem-solving
- Reliable and responsible
- Multitasking and organization
- Employee training and development
- Relationship building
- Office administration
- Operational efficiency
- Documentation and reporting
- Schedule management
Timeline
Assistant Service Manager
PepBoys
04.2024 - Current
Service Manager
PepBoys
07.2023 - 04.2024
Customer Service Advisor
PepBoys
09.2021 - 07.2023
Assistant Manager
Quick Chek Stores
06.2016 - 09.2019
Some College - Paralegal Studies
Peirce College
High School Diploma -
Jackson Memorial High School
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