CARL MCCONNELL
Kodak,TN
Summary
Seasoned automotive repair professional adept at inspecting, troubleshooting and repairing wide range of vehicles and issues. Knowledgeable about service schedules, well-versed in reading technical documentation and familiar with scoping various components. ASE Master Certified. Adept at writing automotive repair work orders, checking work quality and scheduling preventive maintenance on Foreign and Domestic. Excellent customer service, recordkeeping and project management skills. Detail-oriented Warranty Administrator with a well-coordinated and proactive approach to verifying information, following up with manufacturers and solving customer concerns. Excellent multitasking and communication skills. Offering 24 years of related experience.
Overview
21
21
years of professional experience
Work History
Warranty Claims Inspector
One Guard Inspections
Kodak, TN
08.2022 - Current
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Processed claim paperwork and followed up on missing information to complete processing.
- Generated, posted and attached information to claim files.
- Inspect multiple types of vehicles for repairs needed.
- Research customer service history.
- Photograph all vehicle deficiencies.
Service Advisor
Volunteer Chevrolet
Sevierville, TN
02.2022 - 07.2022
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Documented problems and corrective actions to maintain records.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Recommended products to customers, thoroughly explaining details.
Service Advisor/ASM
Rocky Top Ford
Sevierville, TN
02.2021 - 02.2022
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Documented problems and corrective actions to maintain records.
- Handled customer issues with confidence, using communication to provide effective resolution.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
ASE Master Auto Technician/Auto Repair Shop Owner
C&M Automotive Inc
Killeen, TX
04.2007 - 12.2020
- Supervised and mentored 6 team members and facilitated daily service operations to drive business growth
- Maintained fleet vehicles in good working order by following preventive and corrective maintenance schedules according to OEM.
- Broke down complex mechanical information into simpler parts for individuals with little or no understanding of system operations
- Implemented tracking systems to monitor parts inventory and transactions to reduce discrepancies
- Worked on Foreign and Domestic vehicles to repair engines, transmissions and electrical systems
- Explained estimates and determined repair timelines to manage customer expectations
- Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections
- Inspected damaged vehicles to estimate repair labor cost and required parts expense
- Maintained awareness of vehicle market trends to assess customer demands and budgets
- Repaired brake, exhaust, electrical and other systems for domestic automotive brands
- Procured, organized and managed parts inventories
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees and online knowledgebase
- Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks
- Delegated jobs to subordinates and monitored quality of work
- Used specialized tools to detect leaks in gas and refrigerant systems
- Wrote work orders and updated accounts in workshop computer
- Attended safety meetings and implemented policies with junior team members
- Responded to customer telephone calls, emails and in-person requests for assistance
- Maintained cleanliness, safety and efficiency of garage
- Completed customer orders and warranty services according to manufacturer specifications.
Lead ASE Master Technician
Gene's Automotive
Killeen, TX
03.2001 - 04.2007
- Repaired brake, exhaust, electrical and other systems for domestic automotive brands
- Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections
- Maintained fleet vehicles in good working order by following preventive and corrective maintenance schedules according to OEM
- Explained estimates and determined repair timelines to manage customer expectations
- Broke down complex mechanical information into simpler parts for individuals with little or no understanding of system operations
- Communicated issues to supervisor and helped develop solutions
- Worked on Forgein and Domestic vehicles to repair engines, transmissions and electrical systems
- Inspected damaged vehicles to estimate repair labor cost and required parts expense
- Supervised and mentored 2 team members and facilitated daily service operations to drive, Completed customer orders and warranty services according to manufacturer specifications
- Wrote work orders and updated accounts in workshop computer
- Performed safety and emissions inspections
- Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees and online knowledgebase
- Diagnosed malfunctions and developed effective resolutions with minimal oversight
- Maintained cleanliness, safety and efficiency of garage.
Education
High School Diploma -
Port Charlotte High School
05.1992
Skills
- Brake systems understanding
- Replacing parts
- System repairs
- Ticket writing
- Managing parts
- Electrical failure expertise
- Scheduled services
- Calibrating systems
- Inspecting vehicles
- Rebuilding engines
- Inventory auditing
- Customer Relations
- Inventory organizing
- Diagnostic skills
- Troubleshooting skills
- Preventive Maintenance
- Electrical repair procedures
- Preventive maintenance services
- Safety awareness
- Hand and power tools
- Chemical disposal
- Service Scheduling
- Preparing work orders
- Overseeing garage operations
- Ordering supplies
- Quality assurance inspections
- Optimizing engine performance
- Contract Negotiation
- Supply ordering
- Electrical experience
- Bay management
- Operating air compressors
- Critical Thinking
- Schedule Preparation
- Employee Coaching and Motivation
- Scheduling and Coordinating
- Performance Tracking and Evaluations
- Team Goals
Timeline
Warranty Claims Inspector
One Guard Inspections
08.2022 - Current
Service Advisor
Volunteer Chevrolet
02.2022 - 07.2022
Service Advisor/ASM
Rocky Top Ford
02.2021 - 02.2022
ASE Master Auto Technician/Auto Repair Shop Owner
C&M Automotive Inc
04.2007 - 12.2020
Lead ASE Master Technician
Gene's Automotive
03.2001 - 04.2007
High School Diploma -
Port Charlotte High School
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