Christopher Richter
Loganville,GA
Summary
Accomplished and dynamic Sales and Service Manager with a proven track record of driving growth and improving operations across numerous years of experience in the auto industry. Strategic planner who develops and implements forward thinking approaches to generate sales and increase profit margin. Practiced leader adept at cultivating cohesive and high-performing teams through hands on coaching. Relationship builder who fosters positive rapports with current and prospective customers to better understand their needs, deliver outstanding service, and improve customer retention and acquisition rates. Analytical thinker who gathers and evaluates data to streamline workflows and remove roadblocks to success leading to improved organizational efficiency.
Overview
12
12
years of professional experience
Work History
Service Lane Manager
Autonation Toyota Mall of Georgia
06.2017 - 11.2023
- Manage daily customer service initiatives, inspect vehicles for damage and customer concerns, explain options and costs, provide regular updates on vehicle and potential repairs, build positive rapports with clients, direct daily logistics for the shop, follow up with customers to ensure satisfaction and resolve issues.
- Improved service quality by implementing standardized procedures and maintaining a consistent level of performance across the team.
- Increased employee performance by providing ongoing training, coaching, and feedback to team members.
- Streamlined workflow processes for improved productivity, implementing effective scheduling and task delegation.
- Reduced wait times for customers with strategic resource allocation and appointment scheduling.
- Enhanced customer satisfaction by efficiently managing service lane operations and addressing client concerns.
- Oversaw repair work orders, ensuring timely completion within budget constraints while maintaining high-quality standards.
- Collaborated with sales teams to identify cross-selling opportunities, increasing revenue streams for the company.
- Coordinated with other departments to create a seamless customer experience, addressing any potential bottlenecks in service.
- Fostered strong relationships with clients through exceptional communication skills and proactive problem resolution.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Service Manager
Kauffman Tire
05.2016 - 06.2017
- Spearheaded daily operations, gathered customer concerns, drafted detailed work orders, developed customer-focused policies, provided customers with information on repairs, improved customer service and satisfaction.
- 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.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Monitored inventory levels and placed orders to replenish stock.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Established team priorities, maintained schedules and monitored performance.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Store Manager
AutoZone
03.2012 - 12.2016
- Led daily operations, managed payroll and staff scheduling, assisted customers with parts, service, and warranties, resolved customer complaints and returns, developed and executed sales strategies, orchestrated sales to major commercial accounts.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Assisted with hiring, training and mentoring new staff members.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Approved regular payroll submissions for employees.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Education
No Degree - Automotive-Body Technology
Lanier Technical College
Oakwood, GASkills
- Sales Strategies
- Operations & Logistics
- Relationship Building
- Customer Service
- Process Improvements
- Data Analysis
- Team Leadership
- Customer Retention & Acquisition
- Problem Solving
Timeline
Service Lane Manager
Autonation Toyota Mall of Georgia
06.2017 - 11.2023
Service Manager
Kauffman Tire
05.2016 - 06.2017
Store Manager
AutoZone
03.2012 - 12.2016
No Degree - Automotive-Body Technology
Lanier Technical College
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