Christian Puertas Bravo
Pembroke Pines,FL
Summary
Experienced and dedicated customer service professional with a proven track record of success in overseeing and optimizing customer service operations. Demonstrated ability to lead teams in delivering exceptional customer experiences while ensuring adherence to company standards and policies. Skilled in strategic scheduling, real-time performance monitoring, and effective issue resolution. Possesses strong communication and leadership abilities, committed to driving customer satisfaction and fostering team cohesion. Ready to leverage extensive expertise to contribute to the success of a customer-centric organization.
Overview
14
14
years of professional experience
Work History
Automotive Service Manager
Meineke Car Care
09.2024 - Current
- Increased job sales by 40% through effective management of optimization of vehicle inspections.
- Streamlined and monitored shop maintenance in order to keep equipment operational.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedules and monitored performance.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- 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.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Service Advisor
Midas of Coral Springs
04.2024 - 08.2024
- Acted as the primary point of contact for customers seeking automotive repair and maintenance services, providing expert advice and personalized service to ensure customer satisfaction
- Conducted detailed needs assessments by engaging with customers to understand their vehicle issues, recommending appropriate services, and offering cost estimates
- Coordinated with technicians and service teams to schedule and prioritize work, ensuring timely and efficient service delivery
- Managed service requests and follow-ups, addressing customer inquiries, resolving concerns, and maintaining clear communication throughout the service process
- Prepared and processed service orders, including generating and reviewing repair orders, processing payments, and managing warranty claims
- Utilized customer relationship management (CRM) software to track service history, follow up on service reminders, and foster long-term customer relationships
- Provided customers with clear explanations of repair and maintenance procedures, ensuring transparency and building trust
- Maintained up-to-date knowledge of automotive technology, service trends, and industry best practices to offer informed recommendations and solutions
- Achieved and exceeded service department goals by delivering exceptional customer service and promoting upsell opportunities for additional services and products
Customer Service Manager
Bayside Support Services
09.2020 - 04.2024
- Led daily operations for a dynamic team of 20+ agents, ensuring efficient scheduling and staffing to meet peak demands
- Demonstrated proficiency in real-time performance monitoring, providing targeted coaching to boost agent productivity and elevate customer satisfaction
- Expertly handled escalated issues in accordance with company policies and regulations, ensuring swift and satisfactory resolutions
- Generated detailed performance reports, analyzed KPIs, and implemented quality assurance measures to maintain service standards
- Conducted engaging training sessions and organized team-building activities to foster a positive work culture and enhance team cohesion
- Initiated and managed projects aimed at driving process improvements, resulting in a remarkable 15% increase in operational efficiency
- Maintained meticulous records of agent performance, operational changes, and incidents, facilitating clear communication across all organizational levels
Customer Service Supervisor
24-7 InTouch
02.2018 - 12.2019
- Supervised a team of 15 customer service representatives, ensuring adherence to company policies and delivering excellent customer service
- Scheduled and coordinated shifts to maintain optimal staffing levels during peak hours and special events
- Monitored and evaluated team performance, providing regular feedback, coaching, and training to enhance skills and productivity
- Handled escalated customer inquiries and complaints, ensuring timely and effective resolution to maintain high customer satisfaction
- Implemented quality assurance protocols and conducted performance reviews to ensure consistent delivery of high-quality service
- Analyzed customer feedback and service metrics, identifying trends and implementing strategies to enhance the customer experience
- Managed administrative tasks, including performance documentation, reporting, and maintaining accurate records of customer interactions
- Fostered a positive and collaborative work environment through team-building activities, recognition programs, and open communication channels
Automotive Service Advisor
Star Auto Techs
12.2010 - 10.2016
- Managed daily operations of the service department, overseeing a team of 4 technicians and support staff to ensure efficient workflow and high-quality service
- Scheduled and coordinated repair and maintenance services, optimizing shop capacity and minimizing customer wait times
- Supervised diagnostics and repair processes, ensuring adherence to safety standards, manufacturer guidelines, and quality control protocols
- Handled customer consultations, providing clear explanations of service needs, cost estimates, and repair timelines, enhancing customer satisfaction and trust
- Monitored inventory levels, ordered parts and supplies, and maintained relationships with vendors to ensure timely availability of necessary components
- Implemented training programs for technicians, fostering skill development and ensuring up-to-date knowledge of automotive technologies and best practices
- Analyzed service metrics and customer feedback, identifying areas for improvement and implementing strategies to boost efficiency and service quality
- Managed administrative duties, including payroll, budgeting, and preparing performance reports for senior management
- Enhanced customer satisfaction scores by 25% through efficient management of service appointments, streamlined repair processes, and proactive communication using specialized automotive software systems
Education
Associate of Science -
The Honors College at Miami Dade College
Miami-Dade, Florida01.2014
Skills
- Client Engagement
- Inventory Management
- Understanding State Regulations
- Vendor negotiation
- Vehicle inspection
- Automotive diagnostics
- Service department operations
- Computer skills
- MS office
- Preventive Maintenance
- Tire mounting and balancing
- Chemical disposal
- System repairs
- Ticket writing
- Courtesy inspection
- Bay maintenance
- Inspecting vehicles
- Changing oil
- Brake systems knowledge
- Coolant flushes
- Preparing work orders
- Inventory organizing
- Diagnostic assessment
- Engine repair
- Replacing filters
- Computer diagnostics
- Writing work tickets
- Operating pneumatic tools
- Preventive maintenance services
- Purchasing parts and inventory
- Managing parts
- Service order preparation
- Inventory auditing
- Operating air compressors
- Repair quotes
- Estimating work
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Automotive Service Manager
Meineke Car Care
09.2024 - Current
Service Advisor
Midas of Coral Springs
04.2024 - 08.2024
Customer Service Manager
Bayside Support Services
09.2020 - 04.2024
Customer Service Supervisor
24-7 InTouch
02.2018 - 12.2019
Automotive Service Advisor
Star Auto Techs
12.2010 - 10.2016
Associate of Science -
The Honors College at Miami Dade College
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