Amber Higgins
Palmyra,PA
Summary
Automotive Service Professional with a proven track record at Pep Boys, driving a 103.5% growth in service revenue. Skilled in inventory management and customer satisfaction, I excel in optimizing processes and fostering strong relationships. Committed to delivering high-quality service while effectively leading teams to achieve service department goals.
Overview
14
14
years of professional experience
Work History
Owner/Operator
The Caffeination Station
11.2021 - Current
- Manage day-to-day business operations including bills, orders, maintaining safety standards per Department of Agriculture.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Ensured compliance with relevant regulations, maintaining proper documentation and licensing requirements.
- Provide exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Provide a high quality product and maintained consistency through rising supply costs.
- Manage daily operations for optimal efficiency, streamlining processes to reduce costs.
- Train new-hires in all facets of the business
Automotive Service Manager
Team 1 Auto Group
06.2015 - 11.2021
- Reduced wait times for customers by optimizing scheduling and resource allocation within the shop.
- Maintained accurate records of all repairs performed, ensuring proper documentation for warranty claims and future reference for clients.
- Maximized revenue generation by upselling additional services to customers based on vehicle needs and manufacturer recommendations.
- Consistently met or exceeded monthly performance targets set by upper management in terms of revenue generation, customer satisfaction ratings, and operational efficiency metrics.
- Managed a team of automotive technicians, ensuring timely completion of repairs and adherence to quality standards.
- Developed strong relationships with vendors, securing competitive pricing on parts and supplies for the repair facility.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed, hired, and trained employees as needed.
Automotive Service Manager
Pep Boys
01.2013 - 06.2015
- I was recommended for this position by industry acquaintances to redevelop and grow the failing service department. Within one year, the department saw a 103.5% growth - 430k to 850k, making it the second most profitable store in the company's Philadelphia region of 21 stores. Once fully staffed with a capable assistant, I began traveling to other stores in the region for localized training and instruction.
Assistant Service Manager
Harrisburg Chrysler Jeep
05.2011 - 12.2013
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Consistently maintained a CSI score exceeding the regional average.
Education
Associate of Arts - Graphic Design/Multimedia
Art Institute of Philadelphia
Philadelphia, PA05-2004
Skills
- Operations management
- Inventory management
- Service writing
- Customer satisfaction
- Scheduling
- Service department operations
- Preventative maintenance
- Problem-solving
- Time management
- Excellent communication
- Customer relationship management
Timeline
Owner/Operator
The Caffeination Station
11.2021 - Current
Automotive Service Manager
Team 1 Auto Group
06.2015 - 11.2021
Automotive Service Manager
Pep Boys
01.2013 - 06.2015
Assistant Service Manager
Harrisburg Chrysler Jeep
05.2011 - 12.2013
Associate of Arts - Graphic Design/Multimedia
Art Institute of Philadelphia
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