Christopher Blanco
Oyster Bay,NY
Summary
Dynamic Service Manager with a proven track record at Rallye BMW, excelling in team leadership and problem-solving. Enhanced customer satisfaction through effective complaint resolution and streamlined warranty processes. Cultivated strong client relationships, resulting in increased repeat business and revenue growth. Skilled in multitasking and organization, ensuring high-quality service delivery.
Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Track record of problem-solving and effective communication in high-pressure environments.
Overview
43
43
years of professional experience
Work History
Service Manager
Rallye BMW
12.2004 - 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.
- 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 vehicle repairs and high-quality workmanship.
- Ensured compliance with BMW OEM regulations by staying current on relevant updates and adjusting company policies accordingly.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
Paint & Body Shop Manager
Bmw Of Manhattan
07.1996 - 12.2004
- The complete set up of a factory authorized paint & body shop, with two paint booths , and 15 work stalls , 6 lifts
- Planning and development of a paint & body shop servicing BMW of Manhattan , Westchester BMW and the Eastern reign for BMW of North America
- Established relationships with automotive industry vendors for subcontracting glass repair, upholstery repair and vinyl decal installation.
- Monitored maintenance of paint booths, frame-straightening materials and fixed assets to enhance longevity and long-term value.
- Resolved customer complaints professionally and effectively to maintain positive relationships with clientele while protecting company reputation.
- Developed estimates by costing parts, supplies and labor and calculating customers' payments.
- Processed insurance paperwork and prepared estimates to negotiate insurance settlements.
- Examined damaged vehicles to determine degree of structural and mechanical damage.
Service Manager
Bayside BMW
05.1987 - 07.1996
- Responsible for the daily operation and managing the service department with a personnel staff of 35 employees
- Developed and maintained positive relationships with BMW of North America
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Implemented strategies to increase customer service satisfaction ratings.
- Continuously reviewed service repair orders to identify areas for improvement or expansion based on market trends or customer feedback.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
BMW Service Technician
Five Towns BMW
03.1982 - 07.1986
- Managed workload effectively to prioritize urgent repairs without sacrificing quality or attention to detail on less time-sensitive tasks.
- Demonstrated adaptability by staying up-to-date on industry trends, techniques, and best practices for servicing BMW vehicles.
- Improved customer satisfaction by providing timely and accurate diagnostics for BMW vehicles.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
Education
BMW of North America Training Center
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
Timeline
Service Manager
Rallye BMW
12.2004 - Current
Paint & Body Shop Manager
Bmw Of Manhattan
07.1996 - 12.2004
Service Manager
Bayside BMW
05.1987 - 07.1996
BMW Service Technician
Five Towns BMW
03.1982 - 07.1986
BMW of North America Training Center
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