Charles Ostrander
Albany,NY
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Service Advisor
Albany RV
Latham , NY
07.2018 - Current
- 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.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Store Manager
Firestone Auto Care
Albany , NY
10.2013 - 07.2018
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Approved regular payroll submissions for employees.
- Supervised guests at front counter, answering questions regarding products.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
Service Manager
Destination Nissan
Albany, NY
12.2011 - 07.2013
- Met with customers to discuss service needs and offer available solutions.
- Guided techs on automotive repair, tool usage and equipment operation.
- Followed up with customers during and after installations to verify satisfaction.
- Set and administered department budgets for expenditures, materials and labor.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Managed efficient teams of up to 25 employees.
- Monitored equipment, tools and system upgrades to compile data into detailed reports for upper management.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Education
Regents Diploma -
Northville Central School
Northville, NYSkills
- Building Customer Trust and Loyalty
- Upselling Products and Services
- Courteous with Strong Service Mindset
- Repair Scheduling
- Mechanical Aptitude
- Microsoft Outlook
Timeline
Service Advisor
Albany RV
07.2018 - Current
Store Manager
Firestone Auto Care
10.2013 - 07.2018
Service Manager
Destination Nissan
12.2011 - 07.2013
Regents Diploma -
Northville Central School
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