Carolyn Williams
Millen,GA
Summary
Ambitious Service/Parts/Office Manager experienced with managing complex projects and driving productivity improvement. Dynamic Manager who leads diverse teams to achieve company goals. Management professional effective at building highly-motivated teams, as well as leading cross- functional teams in a fast-paced environment. Customer service professional dedicated to effective team management and customer satisfaction. Professional experienced in credit card services, fraud operations and collections. Team player with exceptional listening and critical thinking skills. Strength in training and development, client relations and problem solving. Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication. Exceptional customer care professional who addresses inquiries and resolves problems. Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically. Exceptional interpersonal communication Skilled trainer Excellent time management skills Effective problem solver Negotiation expert Effective workflow management Fast Learner Goal-Oriented Customer Focused Microsoft Outlook, Word and Excel Exceptional telephone Etiquette Inventory control
Overview
29
29
years of professional experience
Work History
Service Manager
Jimmy Britt CJDR
03.2023 - Current
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Developed customer loyalty programs to increase customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Developed detailed plans based on broad guidance and direction.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Launched quality assurance practices for each phase of development
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Managed senior-level personnel working in marketing and sales capacities.
- Resolved customer complaints in professional and timely manner
- Developed and maintained positive relationships with customers to build rapport and trust
- Met with customers to discuss service needs and offer available solutions
- Monitored service staff performance and provided feedback for improvement
- Maintained records of service transactions and customer feedback for future reference
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
- Met with customers to discuss service needs and develop effective and practical solutions
- Coordinated with other departments to maintain streamlined and productive workflow
- Analyzed service reports to identify areas of improvement
- Implemented strategies to increase customer service satisfaction ratings
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Developed department processes and procedures to boost customer satisfaction
Service Manager
J & B Tractor
06.2022 - 03.2023
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Service Manager
Waynesboro CDJR
08.2021 - 06.2022
- Answer phone and greet customers upon arrival in shop, write repair orders up for customer vehicles, dispatch repair order and create estimate once vehicle was diagnosed.
- Contact customer to approve work, whatever is necessary to keep service operating.
- Hiring personnel,training personnel and working with technicians for advancement
- Authorized to work in US for any employer
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Monitored inventory levels and placed orders to replenish stock.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Developed customer loyalty programs to increase customer satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Service Writer/Service Manager, Regional Service Manager
Blanchard Equipment, John Deere
01.2013 - 08.2021
- Swainsboro, GA, Tennille, GA, Louisville, Answer phone and greet customers upon arrival in shop, write repair orders up for customer vehicles, dispatch the repair order and create estimate once vehicle was diagnosed
- Contact the customer to approve the work, order the parts, dispatch the parts and gather the old parts/ warranty parts
- Contact customer upon completion of the work, take the payment for the repairs and file any warranty work related to the repairs
- Follow up with each customer upon completion of the repair
- Ordered parts to stock and special order parts for the customers
- Process all returns of new part, core parts and defective parts
- Train new service advisors at the various locations
- Follow up with each trainee and assist when needed in completion of all the invoices/repair orders
- Assist the parts department every other weekend at the parts counter
- Take the customer orders, take the payments and provide credits as necessary
- Dispatch work to 10 employees and figure time for each employee
- Monitor paid time off for all employees in the service department
- Maintain all employee files for the service manager
- Maintain all customer records to ensure accuracy
- Greet customers upon arrival in the shop, write repair orders up for the customer vehicles, dispatch the repair order and create estimate once vehicle was diagnosed
- Contact the customer to approve the work, order the parts, dispatch the parts and gather the old parts/ warranty parts
- Contact customer upon completion of the work, take the payment for the repairs and file any warranty work related to the repairs
- Follow up with each customer upon completion of the repair
- Run the monthly reports to monitor the profit/loss for the service dept
- And also for the parts dept
- Ordered parts to stock and special order parts for the customers
- Process all returns of new part, core parts and defective parts
- Keep record to ensure all the warranties have been submitted, processed and payment received
- Keep inventory records to ensure that each part has been accounted for and cost is correct
- Maintained all the monthly records to follow the profit/loss for each dept.
- Responded to customer calls and emails to answer questions about products and services.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Presented different repair options to customers to help each person make appropriate choices.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Consulted with customers to assess service requirements and produce accurate orders.
- Planned and implemented strategies for improving customer service and satisfaction across region.
Service Writer/office manager
Statesboro Tire & Brakes
01.2007 - 01.2013
- Greet customers upon arrival in shop, write repair orders up for the customer vehicles, dispatch the repair order and create estimate once vehicle was diagnosed
- Contact the customer to approve the work, order the parts, dispatch the parts and gather the old parts/warranty parts
- Contact customer upon completion of the work, take the payment for the repairs and file any warranty work related to the repairs
- Follow up with each customer upon completion of the repair
- Run the monthly reports to monitor the profit/loss for the service dept
- And also for the parts dept
- Ordered parts to stock and special order parts for the customers
- Process all returns of new part, core parts and defective parts
- Keep record to ensure all the warranties have been submitted, processed and payment received
- Keep inventory records to ensure that each part has been accounted for and cost is correct
- File quarterly
- Tire reports with State of Georgia
- Gather time cards, figure the time and monitor the paid time off
- Process the new hire paperwork
- Reconcile the weekly/monthly parts invoices
- Pay the weekly/monthly expenses
- Maintain testing schedules for all employees with the various vendors
- Process all rebates and promotions with each vendor and customer
- Dispatch work to 8 employees
- Setup training for employees as needed
- Process all new hire and termination paperwork for employees
- Process, post and deposit cash deposits on a daily basis
- Maintain all records to ensure inventory is accurate and the cost updated
- Maintain tire certification with Continental/General tire and Kumho tires.
Parts Manager
Cleve White Nissan
01.2001 - 01.2007
- Greet customers upon arrival in shop, order parts for customer vehicles, dispatch parts to customer or to service dept.
- Contact customer when parts arrive.
- File any warranty work related to parts
- Created Purchase order system to monitor factory and aftermarket parts.
- Run monthly reports to monitor profit/loss for parts dept.
- Process all returns of new part, core parts and defective parts.
- Keep record to ensure all warranties have been submitted, processed and payment received.
- Keep inventory records to ensure that each part has been accounted for and cost is correct.
- Maintained all monthly records to follow profit/loss for each dept
- Managed 3 employees in Part Department
- Maintained Parts Manager Certification with Nissan., Greet customers upon arrival in shop, order parts for customer vehicles, dispatch parts to customer or to service dept
- Contact customer when parts arrive
- File any warranty work related to parts
- Created Purchase order system to monitor factory and aftermarket parts.
- Run monthly reports to monitor profit/loss for parts dept
- Process all returns of new part, core parts and defective parts
- Keep record to ensure all warranties have been submitted, processed and payment received
- Keep inventory records to ensure that each part has been accounted for and cost is correct
- Maintained all monthly records to follow profit/loss for each dept
- Managed 3
- Rearranged parts department to better serve changing trends and keep workspaces organized.
- Ordered parts for customers, repair shops, and service departments for use in Shop equipment.
Parts Manager/Service Manager, Manager and Parts Manager
Keith Lee Chevrolet, General Motors
01.1995 - 01.2001
- Greet customers upon arrival in shop, write repair orders up for customer vehicles, dispatch repair order and create estimate once vehicle was diagnosed.
- Contact customer to approve work, order parts, dispatch parts and gather old parts/warranty parts.
- Contact customer upon completion of work, take payment for repairs and file any warranty work related to repairs
- Follow up with each customer upon completion of repair
- Run monthly reports to monitor profit/loss for service dept
- Ordered parts to stock and special order parts fo customers
- Process all returns of new part, core parts and defective parts
- Keep record to ensure all warranties have been submitted, processed and payment received
- Keep inventory records to ensure that each part has been accounted for and cost is correct
- Maintained all monthly records to follow profit/loss for each dept
- Hire and Manage 6 employees
- Monitor all raining to keep each employee certified with General Motors Service and Parts Department
- Maintain Service
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses
- Created employee schedules to align coverage with forecasted demands
Education
MBA - Management
Strayer University
Augusta, GA2016
Skills
- Management
- Stress Tolerance
- Team Leadership
- Task Delegation
- Process Implementation
- Strategic Business Planning
Timeline
Service Manager
Jimmy Britt CJDR
03.2023 - Current
Service Manager
J & B Tractor
06.2022 - 03.2023
Service Manager
Waynesboro CDJR
08.2021 - 06.2022
Service Writer/Service Manager, Regional Service Manager
Blanchard Equipment, John Deere
01.2013 - 08.2021
Service Writer/office manager
Statesboro Tire & Brakes
01.2007 - 01.2013
Parts Manager
Cleve White Nissan
01.2001 - 01.2007
Parts Manager/Service Manager, Manager and Parts Manager
Keith Lee Chevrolet, General Motors
01.1995 - 01.2001
MBA - Management
Strayer University
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