Charles Palanza III
Middleburg
Summary
Dynamic Service Manager with a proven track record at Pep Boys Auto Service & Tire, excelling in team leadership and customer service management. Enhanced workflow efficiency through strategic process improvements, resulting in reduced service turnaround time. Skilled in conflict resolution and problem-solving, fostering strong customer relationships and driving repeat business.
Seasoned Service Manager bringing 30+ years of Automotive repair experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
17
17
years of professional experience
Work History
Service Manager
Pep Boys Auto Service & Tire
11.2021 - Current
- Supervised service department operations, ensuring quality and efficiency in automotive repairs.
- Trained and mentored technicians on advanced diagnostic techniques and customer service best practices.
- Implemented process improvements that enhanced workflow and reduced service turnaround time.
- Coordinated scheduling of service appointments to optimize technician utilization and customer satisfaction.
- Managed inventory levels to ensure availability of parts while minimizing excess stock costs.
- Resolved escalated customer concerns, fostering positive relationships and driving repeat business.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Collaborated with cross-functional teams to streamline operations, enhancing overall service delivery effectiveness.
Store Manager
Tire Kingdom
12.2014 - 11.2021
- Oversaw daily operations, ensuring efficient workflow and high-quality customer service.
- Trained and mentored staff on product knowledge and sales techniques.
- Implemented inventory management systems to optimize stock levels and reduce waste.
- Developed promotional strategies to increase sales and enhance customer engagement.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Service Advisor
Orange Park KIA
01.2014 - 09.2014
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Managed service schedules and coordinated appointments to optimize workflow.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Maintained accurate records of customer interactions and service history for follow-up actions.
Service Manager
Goodyear Tire & Rubber
08.2011 - 12.2013
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
General Manager
Palanza's Family Dining
06.2008 - 05.2011
- Oversaw daily operations to ensure optimal service quality and guest satisfaction.
- Led staff training initiatives to enhance team performance and operational efficiency.
- Developed and implemented cost-control measures to improve overall profitability.
- Analyzed customer feedback to identify areas for menu improvement and service enhancement.
- Coordinated scheduling and staffing to meet peak business demands effectively.
- Established vendor relationships to streamline supply chain management and reduce costs.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Managed budget implementations, employee evaluations, and contract details.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Oversaw successful launch of new product lines, coordinating between departments to ensure unified approach and timely delivery.
- Improved operational efficiency by streamlining workflow processes and adopting cutting-edge technology.
- Assisted in recruiting, hiring and training of team members.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Education
High School Diploma -
Francis Howell
Saint Charles, MONo Degree - Automotive Repair
Louis And Clark TECH
Saint Charles, MOSkills
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Customer service management
- Goal oriented
- Critical thinking
- Conflict resolution
- Workflow management
Timeline
Service Manager
Pep Boys Auto Service & Tire
11.2021 - Current
Store Manager
Tire Kingdom
12.2014 - 11.2021
Service Advisor
Orange Park KIA
01.2014 - 09.2014
Service Manager
Goodyear Tire & Rubber
08.2011 - 12.2013
General Manager
Palanza's Family Dining
06.2008 - 05.2011
High School Diploma -
Francis Howell
No Degree - Automotive Repair
Louis And Clark TECH