Charles Baxter
Germantown,MD
Summary
Dedicated Service Manager with a proven track record at Airpark Auto Repair, excelling in customer service and team leadership. Enhanced client satisfaction through effective problem-solving and proactive communication, resulting in increased repeat business. Skilled in workflow management and quality assurance, fostering strong relationships with both customers and vendors.
Overview
15
15
years of professional experience
Work History
Service Manager
Airpark Auto Repair
10.2022 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
Assistant Manager
The Lube Center Inc.
11.2010 - 03.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
Education
No Degree -
Paint Branch High School
14121 Old Columbia Pike, Burtonsville, MD 20866Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Reliable and responsible
- Critical thinking
- Time management
- Goal oriented
- Workflow management
- Trustworthy and honest
- Quality assurance
- Documentation and reporting
Timeline
Service Manager
Airpark Auto Repair
10.2022 - Current
Assistant Manager
The Lube Center Inc.
11.2010 - 03.2021
No Degree -
Paint Branch High School
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