Brooks Falzone
St Pete,FL
Summary
Highly motivated Service Manager with 30 years of Automotive experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels. Highly effective process for menu selling and increasing customer satisfaction scores.
Overview
29
29
years of professional experience
Work History
Assistant Service Manager
Jaguar Land Rover St Petersburg
2022.07 - Current
- Met with customers to discuss service needs and develop effective and practical solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Enhanced team efficiency by implementing streamlined procedures for daily operations.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Established a positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Followed up with customers during and after installations to verify satisfaction.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Worked closely with upper management to develop strategic initiatives aimed at driving business growth and enhancing customer satisfaction.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Implemented strategies to increase customer service satisfaction ratings.
Automotive Service Advisor
Crown Honda
2014.09 - 2022.07
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Mentored new team members in company policies, procedures, and best practices for delivering exceptional customer service as an Automotive Service Advisor.
- Developed estimates by costing materials, supplies, and labor.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
Automotive Service Advisor
Walker Ford
2011.07 - 2014.08
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained a clean, organized, and professional service department environment that reflected positively on the dealership''s image and reputation.
New Car Manager
Lokey Volkswagen
2010.02 - 2011.06
- Evaluated employee performance regularly, providing constructive feedback aimed at professional development within the organization.
- Enhanced dealership profitability through effective inventory management and pricing strategies.
- Coordinated staff training on new products and features, ensuring a knowledgeable sales force prepared to address customer inquiries effectively.
- Provided exceptional customer service throughout the entire vehicle purchasing process, fostering long-term client loyalty.
Automotive Sales Consultant
Lokey Volkswagen
2009.04 - 2010.02
- Maintained up-to-date knowledge of inventory, features, and specifications to better serve customers.
- Delivered exceptional customer service, addressing concerns and resolving issues promptly.
- Developed strong relationships with customers for repeat business and referrals.
- Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
- Adapted quickly to new technologies/systems adopted by the dealership for a more seamless sales experience.
Automotive Service Manager
Saturn Of St Petersburg
2002.08 - 2009.03
- Consistently met or exceeded monthly performance targets set by upper management in terms of revenue generation, customer satisfaction ratings, and operational efficiency metrics.
- Developed strong relationships with vendors, securing competitive pricing on parts and supplies for the repair facility.
- Managed a team of automotive technicians, ensuring timely completion of repairs and adherence to quality standards.
- Assisted in budget preparation and forecasting activities, ensuring optimal resource allocation to achieve financial objectives.
- Established a culture of continuous improvement within the service department by regularly soliciting feedback from staff members regarding potential areas for process enhancement or cost reduction measures.
- Ensured compliance with all relevant federal, state, and local regulations governing automotive repair facilities, maintaining necessary licenses and certifications.
- Increased customer satisfaction by implementing efficient service processes and streamlining communication between technicians and clients.
Automotive Service Advisor
Saturn Of St Petersburg
2001.06 - 2002.09
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
Automotive Service Advisor
Saturn Of Tallahassee
1998.09 - 2001.04
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Examined service history and provided initial inspection of vehicle to identify issues.
Automotive Service Advisor
Saturn Of Clearwater
1995.09 - 1998.08
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
Education
Associate of Arts - Business Management
Tallahassee Community College
Tallahassee, FL04.2001
High School Diploma -
Seminole High School
Seminole, FL04.1994
Skills
- Customer service focus
- Staff Training and Development
- Technical knowledge
- Service planning
- Schedule Coordination
- Positive Attitude
- Problem-Solving
- Time Management
- Critical Thinking
- Trustworthy and Honest
- Team Collaboration and Leadership
- Coaching and Mentoring
- Conflict Resolution
- Staff Motivation
Accomplishments
Master certified Honda
Master certified Jaguar Land Rover
BG smart VMA
Timeline
Assistant Service Manager
Jaguar Land Rover St Petersburg
2022.07 - Current
Automotive Service Advisor
Crown Honda
2014.09 - 2022.07
Automotive Service Advisor
Walker Ford
2011.07 - 2014.08
New Car Manager
Lokey Volkswagen
2010.02 - 2011.06
Automotive Sales Consultant
Lokey Volkswagen
2009.04 - 2010.02
Automotive Service Manager
Saturn Of St Petersburg
2002.08 - 2009.03
Automotive Service Advisor
Saturn Of St Petersburg
2001.06 - 2002.09
Automotive Service Advisor
Saturn Of Tallahassee
1998.09 - 2001.04
Automotive Service Advisor
Saturn Of Clearwater
1995.09 - 1998.08
Associate of Arts - Business Management
Tallahassee Community College
High School Diploma -
Seminole High School
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