Anthony Tracey
Service Manager
Newark,DE
Summary
Application of my proven abilities and an opportunity to learn new skills. I pride myself on being put to a challenge and completing the job I am assigned to the highest standard. Broad based experience in the retail, wholesale and industrial environments. Strong management and leadership skills, including inventory control, department profitably, and a history of customer satisfaction achievements. Service-driven Body Shop Manager bringing effective leadership, fostering team productivity, organizational profitability and operational efficiency. Works productively with vendors and insurance agencies to drive cost-saving initiatives. Effective at engaging and communicating at all levels of clientele and business to support sustainability and long-term customer retention. Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization. Versatile Management Analyst with advanced knowledge of financial, business development and operational areas. Steps into new areas with adaptable approach. Practiced project manager and problem-solver with 25 years of experience in Retail Automotive . Experienced Service and Inventory Control Management Analyst skilled in budget review, reporting and research. Top-notch administrator with financially-savvy and organized approach. Familiar with helping business leaders understand all facets of operations.
Overview
33
33
years of professional experience
Work History
Lane Performance Manager
Scott Honda Of West Chester
West Chester Pa
11.2022 - 03.2024
- Coach Service advisors to develop their customer experience skills to achieve above CSE standers
- Strengthen service drive check-in process with clear expectations of walk- around process
- Growing department by setting goals that are measurable and achievable
- Ensure that all customer concerns are handle in respectful manner
- Assist warranty administrator to ensure claims are paid with-in 30 days of submission OEM, Non OEM warranty's
- Perform follow up on all OEM intercepts with positive out-comes to ensure high CSE stander
- Submit all OEM tire road hazard claims and payments.
Body Shop Manager
Union Park Automotive Group
Wilmington, De
08.2021 - 10.2022
- Examined damaged vehicles to determine degree of structural and mechanical damage
- Supported customer service and satisfaction objectives by resolving escalated issues, establishing payment arrangements and promoting Customer pay sales
- Used Reynolds and Reynolds to prepare and manage annual operating budget of body shop
- Coordinated and supervised Seven Body technicians and Painters assigned tasks and work orders
- Authored policies and procedures and actualized best practices and standards to increase performance, reduce downtime and generate new revenue
- Monitored maintenance of paint booths, frame-straightening materials and fixed assets to enhance longevity and long-term value
- Prepared work orders by describing repair and replacement services required, obtaining approval signatures and entering orders into work management system
- Processed insurance paperwork and prepared estimates to negotiate insurance settlements.
- Coordinated and supervised 10 shop and field service technicians and assigned tasks and work orders.
- Maintained employee morale and increased production 100 % through employee appreciation.
- Implemented 25 dynamic marketing plan, increasing body shop sales 75%.
Assistant Service Manager
Union Park Automotive Group
Wilmington, De
01.2021 - 07.2022
- Met with customers to discuss service needs and develop effective and practical solutions
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
- Followed up with customers during and after installations to verify satisfaction
- Inspected rental equipment before and after rentals, marking changes in conditions and charging customers when necessary
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Trained 5 less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service.
Assistant Service Manager
Lexus of Wilmington
Wilmington, De
01.2018 - 12.2020
- Provided consultative selling process to assist clients in planning for on-going required maintenance of their vehicle
- Gained superior product knowledge to effectively address and assist with service maintenance requirements and warranty information
- Communicated frequently with technicians and other associates to ensure timely completion of work, ensuring exceptional customer experience to drive loyalty/CSI
- Rolling CSI/ YTD 96.7 Maintain hours per RO 3.10 EFT labor rate of 128.55
Service Advisor/ Assistant Service Manager
Martin Honda
Newark, DE
01.2011 - 01.2017
- Welcome the clients into the dealership and inquire about the troubles they are facing with their automobiles
- Examine the vehicle and acquire important details about its performance, mileage, and repair work done previously
- Analyze the extent of damage the vehicle has suffered and the repairs it would require
- Estimate the total cost of repairs and inform the clients about the same
- Responsible to guide the clients on maintaining their vehicles and ensuring efficient performance of the vehicles
- Identify the reasons for malfunctioning of the vehicle and assign technician to perform the repair works
- Advise the clients on using the vehicle appropriately and ensuring regular servicing and maintenance to the engines
- Oversee the work of technicians and provide them assistance for complex repair work
- Coordinating recommendations with technicians and presenting to customers
- Maintaining/system administrator for auto point ( Multi point inspection system) Xtime ( online appointment system) And service department web site.
Automotive Service Consultant
Porter Automotive Group
01.2009 - 01.2011
- Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules
- Verified warranty and service contract coverage by reviewing records and papers; explaining provisions and exclusions
- Develop estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles
- Prepare repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system
- Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation
- Maintains automotive records by recording problems and corrective actions planned
- Updates job knowledge by participating in educational opportunities; reading manufacturers' publications.
Inventory Control & Purchasing Manager
Energy USA Propane/Urie & Blanton
01.2006 - 01.2009
- Directed and managed all plant operations
- Responsible for production, maintenance quality, safety and distribution and all other activities related to the efficient production and distribution of propane, industrial and specialty gas cylinders and liquid cryogenic vessels
- Responsibilities include stocking levels at two store locations, daily purchases of all orders with various vendors
- Maintained all DOT vehicle files and reported IFTA mileage quarterly
- Oversaw daily deliveries of all gases and hard goods
- Assisted with walk-in customers and answering all incoming sales calls.
Assistant Parts Manager
Carousel Toyota
01.2002 - 01.2006
- Responsible for the wholesale and retail counters
- Processing all warranty claims for the parts department and reconciling the monthly claims to be returned to the parts distribution center
- Review and place the daily stock order and special ordered parts for the shop, retail and wholesale customers
- Posting daily orders and outside purchases to the inventory management system.
Wholesale Parts Manager
Lexus of Wilmington
01.1995 - 01.2002
- Responsibilities included soliciting new potential customers, maintaining new wholesale accounts, routing daily deliveries and drivers
- Verifying the daily stock order and allocating all stock parts in assigned locations
- Assigning new bin locations as needed and contacting special order customers
- Oversaw the parts counter for the service department by assisting twelve technicians
- Interfaced professionally and communicated easily with customers over the phone in reference to part orders.
Assistant Service Manager
Lexus of Wilmington
01.1991 - 01.1995
- Initialized service work orders for all repairs in the service department
- Up selling additional work processing and submitting warranty claims for reimbursement from the factory
- Conducted customer service follow up calls, and maintained a 98.2% customer satisfaction index
- Maintained a productive working environment with the seven service technicians.
Education
High School Diploma -
Mount Pleasant High School
Wilmington, DE06.1985
Assistant Service Manager, Service Advisor, Warranty Administrator -
Honda Online University
On LineLexus Master Service Advisor -
Lexus Collage
Master Service Advisor -
Honda Online University
No Degree: Estimator/ Production Management -
ICPA Technical Education Center
Basic Principles and Practices in Propane -
CETP
New Products & Welding Basics -
Lincoln Electric Distributor Training
Master -
University of Toyota
Training Session on Abrasive Products -
United Abrasives
Master -
University of Toyota
Member of Elite of Lexus Team
Skills
- Reynolds and Reynolds
- Dealer Track
- CCC expertise
- Financial Management
- Reports generation and analysis
- Merchandising operations
- Employee training and development
- Scheduling
- Employee reviews
- Employee scheduling
- Microsoft Word
- Coaching and Mentoring
- Data Interpretation
- Time Management
- Multitasking
- Interpersonal Communication
- Decision-Making
- Active Listening
- Goal Setting
- Excel
- Powerpoint
- Teamwork and Collaboration
- Reliability
- Team building
Timeline
Lane Performance Manager
Scott Honda Of West Chester
11.2022 - 03.2024
Body Shop Manager
Union Park Automotive Group
08.2021 - 10.2022
Assistant Service Manager
Union Park Automotive Group
01.2021 - 07.2022
Assistant Service Manager
Lexus of Wilmington
01.2018 - 12.2020
Service Advisor/ Assistant Service Manager
Martin Honda
01.2011 - 01.2017
Automotive Service Consultant
Porter Automotive Group
01.2009 - 01.2011
Inventory Control & Purchasing Manager
Energy USA Propane/Urie & Blanton
01.2006 - 01.2009
Assistant Parts Manager
Carousel Toyota
01.2002 - 01.2006
Wholesale Parts Manager
Lexus of Wilmington
01.1995 - 01.2002
Assistant Service Manager
Lexus of Wilmington
01.1991 - 01.1995
High School Diploma -
Mount Pleasant High School
Assistant Service Manager, Service Advisor, Warranty Administrator -
Honda Online University
Lexus Master Service Advisor -
Lexus Collage
Master Service Advisor -
Honda Online University
No Degree: Estimator/ Production Management -
ICPA Technical Education Center
Basic Principles and Practices in Propane -
CETP
New Products & Welding Basics -
Lincoln Electric Distributor Training
Master -
University of Toyota
Training Session on Abrasive Products -
United Abrasives
Master -
University of Toyota
Member of Elite of Lexus Team