Carlos Fernandez
Loganville,GA
Summary
GO BIG OR GO HOME A highly motivated bilingual individual that can adapt to any environment. Looking forward to working for a company where I can contribute the use of my abilities and skills to work with people and provide leadership. Authorized to work in the US for any employer
Overview
28
28
years of professional experience
Work History
Customer Service Consultant
Rick Case Automotive Group
08.2022 - Current
- 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
- Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions
- Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles
- Prepares 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
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Prioritize required services
- Overcome customer objections on required maintenance
- Ensure customer has a positive dealership experience
- Provide concierge support for all owner inquiries, whether phone or in person, to assure the customer does not get mishandled
- Spend quality time building relationships with the customers
Area Manager
Jal Chemical
03.2013 - 06.2021
- Led a 1 million dollar plus organization
- Travel to multi locations in state and out of state to regain customer satisfaction
- Manage a team of 18-20 members in a dealer detailing capacity doing an estimate of 5k cars per month! Can wet sand, polish and do paint correction on cars etc etc
- Read and Interpret profit and loss reports to maximize profits for the business;
- Develop of an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention, development, and high performance;
- Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary;
- Maintain transparent communication;
- Manage the overall operational, budgetary, and financial responsibilities and activities of the department;
- Make business decisions that are financially responsible, accountable, justifiable, defensible in accordance with organization policies and procedures;
- Manage the preparation and maintenance of reports necessary to carry out the functions of the department;
- Prepare periodic reports for management, as necessary or requested, to track strategic goal accomplishment.
Assistant Manager
Reliable Flooring And Services
02.2019 - 04.2021
- Drive up to 27ft box trucks for the company
- Performs minor painting, carpentry and masonry work (e.g
- Preparing surfaces and using brush, sprayer, or roller to apply paints, stains, and varnishes, Adjust doors, fitting locks and handles, etc.)
- Reconfigures, installs, positions, and or remount office furniture and space (e.gFurniture, wall panels, work surfaces, storage bins, lighting, file cabinets, etc.) to accommodate user needs and maximize office space using various hand, power and specialty tools, dollies and hand trucks
- Maintain and sustain utility systems to include operate, set up, routine maintenance
- Maintain and assure the proper function of the facility and its Mechanical, Electrical, Plumbing, including repairing minor malfunctions of any of the components in and around the facility
- Assist in establishment of routine preventative maintenance program for the organization
- Determine and report needed supplies/parts to Supervisor
- Customer Service
- Customer Relations
Customer Relations Manager
Toyota Of Deerfield Beach
01.2009 - 12.2012
- Resolving customer complaints, following up with customers to receive feedback;
- Scheduled service appointments with new customers;
- Analyzed satisfaction surveys and developed action plans to keep customers happy;
- Improved customer loyalty by offering coupons; reviewed plans and objectives with management and sales department.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
Service writer/Sales Consultant
Autonation Ford
01.1995 - 12.2007
- Advised customer of estimated repairs and costs to gain their understanding of all services provided;
- Address customer questions/needs promptly and with knowledge of our products;
- Resolve issues with warranty companies and provide estimates of repairs;
- Ensure proper maintaining of dealership inventory;
- Oversee cleanliness throughout the departments of the business;
- Prepare and follow budget allowances for purchase of supplies;
- Input necessary information for payroll daily;
- Meet with management to implement methods of improvement toward customer satisfaction;
- Execute new strategies to produce a faster and more accurate delivery process;
- Review assignments to credit or debit accounts pertaining to different departments;
- Create and deliver reports of transportation damage in a timely manner;
- Gather information, highlight features, and compare/contrast competitive models;
- Qualify buyers by obtaining an analysis of their needs and interests; build rapport;
- Close sales by overcoming objections; negotiating price; explain warranties, services and financing;
- Provide management team with current completed reports;
- Maintain customer relations to make certain of delivery satisfaction;
- Communicate effectively to avoid misunderstandings and establish trustworthiness with clients.
Education
Bachelor Degree - Criminal Justice
Florida Atlantic University
2004
Skills
- Credit Analysis
- Budgeting
- Profit & Loss
- Human Resources
- Recruiting
- Pricing
- Negotiation
- Management
- Customer Relations
- Client Rapport-Building
- Microsoft Word
- Quality Control
- Warehousing Functions
- Inbound Call Management
- Sales Expertise
- Customer Service
- Grammar
- Customer Acquisition
Languages
Spanish
Full Professional
Timeline
Customer Service Consultant
Rick Case Automotive Group
08.2022 - Current
Assistant Manager
Reliable Flooring And Services
02.2019 - 04.2021
Area Manager
Jal Chemical
03.2013 - 06.2021
Customer Relations Manager
Toyota Of Deerfield Beach
01.2009 - 12.2012
Service writer/Sales Consultant
Autonation Ford
01.1995 - 12.2007
Bachelor Degree - Criminal Justice
Florida Atlantic University
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