Charles Swank
Duluth,GA
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
7
7
years of professional experience
Work History
Service Lane Manager
Gwinnett Place Ford
03.2022 - Current
- 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.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Turned around store CSI for 12 Month, 3 Month, and 1 Month from below group to above group.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Improved stores Hrs/R.O. from 1.7 to 2.4
- Improved stores CP ELR from 119.00 to 132.00
Service Advisor
Gwinnett Place Ford
01.2020 - 03.2022
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Maintained up-to-date knowledge of product and service changes.
Service Advisor
Hennessy Ford Lincoln Atlanta
11.2019 - 12.2019
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Service Advisor
Gwinnett Place Ford
01.2017 - 11.2019
- Maintained high customer satisfaction standards to exceed group.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
Education
High School Diploma -
Jefferson High School
Jefferson, GaSkills
- Employee Mentoring
- Excellent Communications Skills
- Coordinate Work
- Status Updates
- Adaptability and Flexibility
- Clerical Support
- Analytical and Critical Thinking
- Improve Employee Performance
- Dependable and Consistent
- Inspect Completed Work
- Resolve Grievances
- Stress Tolerance
Timeline
Service Lane Manager
Gwinnett Place Ford
03.2022 - Current
Service Advisor
Gwinnett Place Ford
01.2020 - 03.2022
Service Advisor
Hennessy Ford Lincoln Atlanta
11.2019 - 12.2019
Service Advisor
Gwinnett Place Ford
01.2017 - 11.2019
High School Diploma -
Jefferson High School
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