Alex Kline
Baltimore,MD
Summary
Skilled Service Manager with a positive track record at Anyone Rides Wisco, adept in problem-solving and team leadership. Excellent in enhancing customer satisfaction by streamlining service processes and fostering a positive work environment. Demonstrated expertise in multitasking, organization, and customer service, achieving significant improvements in operational efficiency and employee retention. A dedicated, Automotive service professional, with a history of meeting company goals while utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations. Has the ability to write, estimate, sell, and monitor the execution of the work sold.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Service Manager
Anyone Rides Wisco
2020.09 - 2024.09
- 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.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
- Reduced operational costs by negotiating better terms with suppliers and optimizing resource allocation.
- Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Developed and maintained positive relationships with customers to build rapport and trust.
- 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.
- Has the ability to write, estimate, sell, and monitor the execution of the work sold.
- Proficient with a variety of computer programs
- Wrote over 4,000 service orders in a year
- Grossed over 1.1 million in sales between years 2022-2023
- Maintained parts inventory and demand
Service Technician
Superior Motor Company
2018.10 - 2020.08
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
- Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skill set and expertise.
- Streamlined processes for troubleshooting, resulting in faster resolution times and improved customer experiences.
- Minimized return service calls, ensuring thorough and accurate service on first visit.
- Diagnosed and repaired problems with electrical and mechanical systems.
- Tested systems, noting issues and completing preventive maintenance.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Worked with diverse types of weather and ground conditions.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
- Prepared over 100 retail cars per month
- Retail car repair and maintenance
- Engine diagnostics, removal, repair and replacement
- Transmission removal and replacement
- Suspension diagnostics
- Lift kit installation
Service Technician
Auto Select
2017.08 - 2018.09
- Maintained a clean and organized work environment, demonstrating pride in personal workspace while contributing to overall shop cleanliness.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Changed, rotated, and balanced tires on different types of vehicles.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Upheld high safety standards in the workplace by following proper protocols when handling hazardous materials and utilizing protective gear as needed.
- Enhanced customer satisfaction by providing timely and accurate repair estimates for various automotive issues.
- Analyzed and located malfunctions in brakes, motors, switches, and control systems.
- Used specialized tools to detect leaks in gas and refrigerant systems.
- Mitigated potential warranty claims through close inspections of newly serviced vehicles prior to their return to customers.
- Delivered detailed explanations of repair processes, increasing customer trust and satisfaction.
Lube Tech
Family Automotive
2015.08 - 2017.07
- Maintained a clean and organized work environment, demonstrating pride in personal workspace while contributing to overall shop cleanliness.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Changed, rotated, and balanced tires on different types of vehicles.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Improved vehicle performance by conducting thorough diagnostic tests and repairing or replacing faulty components.
- Upheld high safety standards in the workplace by following proper protocols when handling hazardous materials and utilizing protective gear as needed.
- Analyzed and located malfunctions in brakes, motors, switches, and control systems.
- Delivered superior results under tight deadlines, managing multiple concurrent projects without compromising quality or attention to detail.
- Achieved consistency across all repairs by strictly following manufacturer guidelines and using OEM parts whenever possible.
- Used specialized tools to detect leaks in gas and refrigerant systems.
- Repaired and replaced worn and damaged components.
- Repaired brake, exhaust, electrical and other systems for domestic automotive brands.
- Read and followed technical documentation to complete accurate repairs.
- Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections.
- Investigated customer complaints to identify cause of malfunctions.
Education
High School Diploma -
Lincoln High School
Wisconsin Rapids06.2016
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Reliable and Responsible
Accomplishments
Averaging $75,000 gross monthly sales between years 2022-2023 as Service Advisor.
Multiple months grossing over $100,000
Grossing over $1.1 million in sales year 2022-2023
Roughly 4,000 work orders per year
Certification
ASE
Additional Information
Proficient with several computer programs: Mitchell One, Mitchell Pro Demand, Shop Link, Identifix, all commercial parts ordering systems, microsoft, posses the ability to learn new systems quickly and effectively.
Has the ability to write, estimate, sell, and monitor the execution of the work sold.
Timeline
Service Manager
Anyone Rides Wisco
2020.09 - 2024.09
Service Technician
Superior Motor Company
2018.10 - 2020.08
Service Technician
Auto Select
2017.08 - 2018.09
Lube Tech
Family Automotive
2015.08 - 2017.07
High School Diploma -
Lincoln High School
ASE
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