Brian Hughes
Rio Rancho,NM
Summary
I am a skilled automotive professional proficient in managing and strengthening customer service, retail operations and merchandising functions. Driven and meticulous leader bringing 25+ years of experience in automotive repair. Expertise also includes heavy line repair and Dealership Experience.
Overview
27
27
years of professional experience
Work History
Automotive Service Advisor
Big O Tires
Rio Rancho, NM
08.2023 - Current
- Ensured that all safety regulations were strictly followed during automotive servicing activities.
- Planned work procedures using charts, technical manuals and experience.
- Resolved customer complaints promptly in a professional manner while adhering to company policies.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Trained and guided employees on correct methods for performing different repairs and maintenance services.
- Monitored work progress to ensure timely completion of services within specified timeframes.
- Estimated costs of vehicle repair.
- Completed standard inspections to assess wear and damage to vehicles.
- Conferred with customers to obtain descriptions of vehicle problems and discuss work or future repair requirements.
- Used diagnostics and troubleshooting tools to identify failures and equipment issues.
- Communicated effectively with technicians regarding current jobs, status updates and special requests from customers.
- Scheduled appointments for vehicle service and repairs as requested by customers.
- Reviewed brakes and assessed whether pads needed replacement, discs should be turned or other service requirements.
- Inspected vehicles for mechanical issues and recommended appropriate repair services.
Assistant Service Manager
Pepboys Parts And Auto
Prescott Valley, Arizona
10.2018 - 07.2023
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Established and enforced safety protocols to ensure a safe working environment for all employees.
- Managed inventory levels for parts used in repairs, ordering new parts as needed.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Created training plans for new employees entering the service department.
- Pitched in to complete various duties during peak periods or employee absences.
- Developed procedures for documenting customer complaints, tracking resolution efforts, and providing follow-up communication.
- Guided department employees on changes from management.
- Created employee work schedules to keep shifts properly staffed.
- Addressed customer questions and concerns regarding products and services.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Managed service department budget and investigated and resolved discrepancies.
- Updated and maintained service records and documentation for compliance and quality assurance.
- Defined department goals and monitored performance to direct and enhance daily operations.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
Automotive Service Manager
Prescott Tire Pros And Service Center
Prescott, ARIZONA
12.2015 - 09.2018
- Supported the owner in operational improvements and resolution of problems to deliver top-notch customer service
- Monitored multiple databases to keep track of all company inventory
- Provided outstanding automotive service to new and long-standing customers by attending closely to concerns and developing solutions
- Provided onsite training
- Increased sales over a two-year period
- Created communication strategies to meet client objectives
- Checked inventory for required supplies, including parts and all supplies and made lists for owner, documenting needed products
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
- Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction
Store Manager
Network Automotive Service Center
Prescott, AZ
10.2015 - 12.2015
- Processed shipments and maintained stock shelf organization
- Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications
- Assessed, optimized and elevated operations to target current and expected demands
- Delegated work to employees based on shift requirements, individual strengths and unique training
- Increased profits [Number]% by restructuring store layouts, enabling more efficient inventory management, financial planning and sales performance metric analysis
- Updated store pricing, signage and merchandising based on current promotions
- Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels
- Hired, trained and managed team of [Number] associates, including evaluating performance and enforcing disciplinary actions
- Minimized financial discrepancies by accurately controlling monthly operations budget
- Provided excellent customer service and adhered to all standard practices, maximizing sales and minimizing shrinkage
- Managed store appearance, including merchandising and displays, signage, decorations and cleaning
- Assumed positions of associate and assistant manager before promotion to store manager
Assistant Store Manager
Big O Tires, Durango, Co
Durango, CO
08.1998 - 02.2009
- Assisted in overall day-to-day operations of store including continuous development of effective store associates to achieve desired sales and results
- Assessed, optimized and elevated operations to target current and expected demands
- Encouraged professional growth and talent development in associates to increase performance in all areas
- Trained employees in inventory practices, POS systems and product knowledge, contributing to increase in customer satisfaction ratings
- Helped team members deliver polite and positive service to every customer by closely monitoring behaviors and offering constructive guidance
- Set schedules and delegated assignments based on team member strengths to optimize floor coverage and service levels
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Performed daily activities in timely manner, including managing housekeeping and inventory needs of store
- Completed frequent walk-throughs and directed team members to correct any issues impacting store appearance or professionalism
- Increased sales by more than double over a five year period
Education
GED -
Fred C. Beyer High School
Modesto, CA06-1993
Skills
- Stock management
- Sales techniques
- POS systems operations
- Merchandising
- Issue resolution
- Customer relations
- Time management
- Dedicated team player
- Strong communication skills
- Customer service
- Vehicle inspection
- Service scheduling
- Parts ordering
- Cost estimation
- Technical troubleshooting
- Safety compliance
- Inventory management
- Employee training
- Conflict resolution
- Problem solving
Timeline
Automotive Service Advisor
Big O Tires
08.2023 - Current
Assistant Service Manager
Pepboys Parts And Auto
10.2018 - 07.2023
Automotive Service Manager
Prescott Tire Pros And Service Center
12.2015 - 09.2018
Store Manager
Network Automotive Service Center
10.2015 - 12.2015
Assistant Store Manager
Big O Tires, Durango, Co
08.1998 - 02.2009
GED -
Fred C. Beyer High School