Summary
Overview
Work History
Education
Skills
Timeline
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Christopher Thomas

Chester,MD

Summary

Proven leader in client relationship building and technical support, I significantly enhanced customer satisfaction and retention at Sheehy Lexus of Annapolis. Expert in leveraging marketing strategies and a strong work ethic, I drove organizational growth and secured high-value accounts, achieving consistently high satisfaction scores and a notable decrease in complaint rates.

Overview

22
22
years of professional experience

Work History

Service Consultant

Sheehy Lexus of Annapolis
10.2013 - Current
  • Provided information about service procedures and expected timelines.
  • Collaborated with team members to develop new strategies for enhancing customer satisfaction and retention.
  • Documented payment details and personal information on customer accounts.
  • Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
  • Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
  • Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
  • Maintained accurate records of all client interactions within company CRM software, ensuring seamless handovers between team members when required.
  • Actively participated in industry conferences and events as a representative of the company, fostering valuable connections with prospective clients and partners alike.
  • Applied advanced Area skills and knowledge of Software on daily basis.
  • Assisted in the development of marketing materials targeting potential customers, increasing overall brand awareness.
  • Played an instrumental role in driving organizational growth by securing high-value accounts through strategic networking efforts.

Automotive Service Manager

Family Auto Service Center
09.2012 - 10.2013
  • Reduced wait times for customers by optimizing scheduling and resource allocation within the service department.
  • Consistently met or exceeded monthly performance targets set by upper management in terms of revenue generation, customer satisfaction ratings, and operational efficiency metrics.
  • Developed strong relationships with vendors, securing competitive pricing on parts and supplies for the repair facility.
  • Managed a team of automotive technicians, ensuring timely completion of repairs and adherence to quality standards.
  • Assisted in budget preparation and forecasting activities, ensuring optimal resource allocation to achieve financial objectives.
  • Established a culture of continuous improvement within the service department by regularly soliciting feedback from staff members regarding potential areas for process enhancement or cost reduction measures.
  • Conducted thorough evaluations of technician performance, providing constructive feedback and coaching to improve overall productivity.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Service Manager

Criswell Acura
03.2002 - 10.2012
  • 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 projects and high-quality workmanship.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.

Education

Automotive And Customer Service Training

Automotive
DMV Area

Diploma - General Studies , Business And Finance Focused

Southern High School
Harwood, MD
05.1992

Skills

  • Cash Handling
  • Client Relationship Building
  • Customer Relations
  • Public Speaking
  • Complaint resolution
  • Sales expertise
  • Marketing Strategies
  • Technical Support
  • Account Management
  • Networking
  • Strong Work Ethic
  • Attention to Detail
  • Multitasking and Organization
  • Excellent Communication

Timeline

Service Consultant

Sheehy Lexus of Annapolis
10.2013 - Current

Automotive Service Manager

Family Auto Service Center
09.2012 - 10.2013

Service Manager

Criswell Acura
03.2002 - 10.2012

Automotive And Customer Service Training

Automotive

Diploma - General Studies , Business And Finance Focused

Southern High School

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Christopher Thomas