Carlos Rovira
Mansfield,MA
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across service and sales. Effective leader and problem-solver dedicated to streamlining processes to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of service.
Overview
19
19
years of professional experience
Work History
Service Director
Bernardi Toyota
2023.06 - 2024.01
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- communicated efficiently with the manufacturer to ensure timely repair authorizations and reduced client dissatisfaction.
- reviewed all repair orders and warranty schedules daily to resolve clerical issues and reduce loss of revenue.
Service Director
Boch Toyota
2021.09 - 2023.04
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Consistently achieved Manufacturers Customer Service Index while increasing gross profit margins
- Provided daily reports to upper management on department tracking
- Supervised 27 technicians and 10 advisors for a fast-paced service facility.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed service department operations for two different manufacturers during Director tenure.
- Consistently achieved 500k+ gross profit monthly while ensuring service policy did not meet or exceed 1.2%
- Assisted sales department with Used vehicle inventory management, ensuring quality, timely repairs to increase store vehicle sales and profits.
- Enforced manufacturer training in order to better service staff and minimize comeback return rates.
- Reviewed department areas of improvement consistently and met with vendors to reduce operating expense.
- Performed quarterly reviews for technicians to maintain a high level of efficiency and reduce turnover.
- Applied new and effective practices acquired from NADA Professional Series Courses.
- Attained Master Certification Service Manager status with Toyota and assisted staffing with achieving the same.
Service Manager
Boch Toyota
2016.02 - 2021.09
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Resolved customer complaints in professional and timely manner.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Promoted to Service Manager position April 2018 as result of exceeding company expectations and exceptional customer service skills.
Automotive Service Advisor
Expressway Toyota
2010.04 - 2016.01
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Explained estimates and determined repair timelines to manage customer expectations.
Automotive Service Technician
City World Toyota
2005.05 - 2010.03
- Analyzed and located malfunctions in brakes, motors, switches, and control systems.
- Aligned systems with manufacturer specifications through skilled calibration.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- 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 knowledge bases.
Education
High School Diploma -
Dewitt Clinton High School
Bronx, NY08.2005
Skills
- Proficient in CDK, Dealer Track and Xtime dealer management programs
- Hiring and Training
- Adaptability and Flexibility
- Customer Satisfaction
- Service Department Operations
- Retention Strategies
- ASE C1 Certified
Timeline
Service Director
Bernardi Toyota
2023.06 - 2024.01
Service Director
Boch Toyota
2021.09 - 2023.04
Service Manager
Boch Toyota
2016.02 - 2021.09
Automotive Service Advisor
Expressway Toyota
2010.04 - 2016.01
Automotive Service Technician
City World Toyota
2005.05 - 2010.03
High School Diploma -
Dewitt Clinton High School
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