Andrew Perez
Houston,TX
Summary
Hardworking and driven sales management professional equipped to revitalize sales operations and align procedures to maximize profits and client retention. Successful at improving sales procedures to streamline and strengthen processes. Multifaceted leader with analytical and diligent approach to building and leading strong teams.
Overview
13
13
years of professional experience
Work History
Manager
ToyoMotors
03.2022 - 08.2023
- Opened the business, organized, wrote up dropped off vehicles, followed up on work status in the shop.
- Developed communications with customers to assist with routine maintenance concerns and mechanical issues.
- Scheduled and managed the shop's workflow, assigned technician’s assignments.
- Managed planned work assignments to maximize efficiency with high quality production in a timely manner.
- Maintained a high client retention rate, maximizing profits on all assignments.
- Trained new office staff on R.O Writer computer software and office procedures.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
Service Advisor
West Point Lincoln
01.2021 - 03.2022
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Developed process improvements to enhance overall delivery of service.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Service Advisor
Sterling McCall Cadillac
01.2019 - 01.2021
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Suggested additional services to customers in order to meet upsell goals.
- Organized documentation for new sales, warranties and service program sign-ups to provide proof of transaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Calculated correct order totals, updated accounts, and maintained detailed records.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and team productivity by promoting operational best practices.
Manager
Crossover Athletics
05.2018 - 01.2019
- Directed team staff on assignments and objectives to be completed daily.
- Created daily reports on completed projects.
- Coordinated and organized events and promotions.
- Scheduled after-school classes and summer programs.
- Developed strong business relationships with customers and businesses.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Improved marketing to attract new customers and promote business.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Managed senior-level personnel working in marketing and sales capacities.
Service Advisor
BMW of Palm Springs
08.2015 - 05.2018
- Confer with customers by phone, text, email, or in person to provide information about their vehicle or service work needs.
- Recommended and upsold necessary maintenance or repair work service needed to customers to improve/maintain their vehicle to prevent future issues.
- Provide top tier customer service/support in all situations to better explain to customer's understanding of work progress and time of completion.
- Set up appointments on computer database for clientele with alternate transportation provided by Loaner Cars, Rental Cars, or by courtesy BMW shuttle.
- Completed work orders dealing with third party extended warranty companies, insurance companies, and creating PO’s for third party service companies (I.e Windshield replacement companies, body shops, and wheel repair companies).
- Followed up with customers to offer additional support and check resolution satisfaction.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Attended and completed Advanced Service Advisor training classes by BMW in San Diego, CA.
Service Advisor
Allen Samuels Dodge Chrysler Jeep
08.2013 - 08.2015
- Scheduled service appointments.
- Obtained customer and vehicle data prior to arrival.
- Provided a complete and accurate written cost estimate for all repair work.
- Checked on progress of repair throughout the day
- Contacted customers regarding any changes in the estimate or promise time, explained cost and time requirements in detail, and got proper authorization before any additional repairs were performed.
- Advised customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus.
- Maintained Customer Satisfaction Index rating to that of the manufacturer and dealership standards.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted available products and services to customers during service, account management, and order calls.
Tire Technician
VOGUE TYRE RUBBER CO
06.2010 - 08.2013
- Locate punctures in tires by visual inspection or by immersing inflated tires in water baths and observing air bubbles.
- Dismounted, mounted, and repaired tires according to manufacturer specifications.
- Rotated, mounted and balanced tires on cars, trucks, and vans.
- Replaced and repaired tires using best practices for safe vehicle maintenance.
- Operated machines safely and correctly, including tire changers and wheel balancers.
- Serviced customer vehicles quickly and accurately to meet daily appointment schedules.
- Repaired tires to avoid costly replacements by patching, plugging and replacing valves.
- Disposed of old tires correctly, meeting safety and environmental requirements.
- Inflated tires to prescribed PSI per load requirements to optimize tire safety.
- Analyzed customer needs to recommend suitable tires for personalized requirements.
- Sourced tires to meet customer quality and budget needs.
- Educated customers about tire maintenance, repair and replacement.
Education
Coursework Towards Business -
University of Houston
Houston, TXHigh School Diploma - undefined
Lawrence E. Elkins High School
Missouri City, TX2012
Skills
- Sales and Marketing
- Client Base Retention
- Procedural Streamlining
- Staff Management
- Budgeting and Cost Control
- Work Assignment Delegation
- Business Objective Analysis
- Sales Statistics Analysis
Timeline
Manager
ToyoMotors
03.2022 - 08.2023
Service Advisor
West Point Lincoln
01.2021 - 03.2022
Service Advisor
Sterling McCall Cadillac
01.2019 - 01.2021
Manager
Crossover Athletics
05.2018 - 01.2019
Service Advisor
BMW of Palm Springs
08.2015 - 05.2018
Service Advisor
Allen Samuels Dodge Chrysler Jeep
08.2013 - 08.2015
Tire Technician
VOGUE TYRE RUBBER CO
06.2010 - 08.2013
Coursework Towards Business -
University of Houston
High School Diploma - undefined
Lawrence E. Elkins High School