Summary
Overview
Work History
Skills
Accomplishments
Additional Information
Software
Certification
Interests
Timeline
Generic

Cj Stafford

Automotive Repair Service Manager
Olive Branch,MS

Summary

Dedicated Automotive Repair professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

14
14
years of professional experience
4
4
Certifications

Work History

Service Advisor

Christian Brothers Automotive
Memphis, TN
07.2014 - 07.2022
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Documented problems and corrective actions to maintain records.
  • Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Escalated incidents to next level to remain compliant with company's standards and procedures.
  • Developed estimates by costing materials, supplies and labor.
  • Resolved multiple issues over phone 1-2 customers daily.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Delivered excellent customer service, resulting in consistent 98% customer satisfaction rating.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Improved overall efficiency 400% by anticipating needs and providing outstanding support.
  • Investigated and resolved accounting, service and delivery concerns.
  • Effective liaison between customers and internal departments.
  • Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 98%.
  • Welcomed, greeted and assisted guests in high-traffic store, generating $1,200,000.00 of dollars in business.
  • Delivered prompt service to prioritize customer needs.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Managed timely and effective replacement of damaged or missing products.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Cross-trained and provided backup support for organizational leadership.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Recommended products to customers, thoroughly explaining details.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Provided ongoing guest service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Devised workaround solutions for parts availability-related issues.
  • Communicated professionally with colleagues, freelancers and clients.
  • Maintained up-to-date knowledge of product and service changes.
  • Cross-trained and backed up other customer service managers.
  • Trained new personnel regarding company operations, policies and services.
  • Responded proactively and positively to rapid change.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Sought ways to improve processes and services provided.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Trained staff on operating procedures and company services.
  • Processed 30 invoices each weeks and mailed documentation to clients.
  • Implemented and developed customer service training processes.

* Performed approved Jobs on Repair Order. Jobs ranged from Cooling System Repairs, A/C Service, Maintenance Services such as Oil Changes, Tire Rotation and Balance, & Wheel Alignments. Steering & Suspension repairs. Performed General Inspections and performed approved services. Battery Test & Replacement, Alternator Test & Replacment, Wiper Blade Replacement, Bulb Replacement & some Minor Diagnostics.

* Assisted Repair Technicians with extensive repairs and collaborated in some Diagnostics to achieve a Confirmed fix procedure.

Service Manager

Firestone Complete Auto Care, BRO
Memphis, TN
08.2008 - 07.2014
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Followed up with customers during and after installations to verify satisfaction.
  • Met with customers to discuss service needs and offer available solutions.
  • Worked with customers to educate and inform on Product or service, effectively closing over Number deals.
  • Guided techs on automotive repair, tool usage and equipment operation.
  • Developed written plans and obtained customer consent to proceed.
  • Trained Number less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Reduced workflow inconsistencies by recruiting and hiring capable staff members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • 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.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Maintained store equipment, printers and fax machines.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Established team priorities, maintained schedules and monitored performance.
  • Defined clear targets and objectives and communicated to other team members.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Skills

Installations and repairs

Automotive maintenance

Fluid checks

Safety Inspections

Scheduled services

Ticket writing

Managing parts

System repairs

Brake systems understanding

Inspecting vehicles

Replacing parts

Hand and power tools

Operating air compressors

Inventory organizing

Preventive maintenance services

Quality assurance inspections

Customer Relations

Safety awareness

Bay management

Ordering supplies

Preparing work orders

Changing tires

Overseeing garage operations

Accomplishments

Increased store productivity by 400%. Creating and implementing processes that streamlined repair procedures. Assisted Service Technicians in repairs and some Diagnostic Procedures. Trained Customer Service Staff and Service Technicians to improve work flow. Maintaining a positive attitude and maximized opportunities during high pressure scenarios.

Additional Information

I appreciate you allowing me to share what it is about me to help your team achieve your goals! I look forward to my next challenge in my career and i wish you the most success possible.

Software

All-Data

Identifix

Certification

Ase (Steering & Suspension)

Interests

Performance Cars & Trucks

Playing Guitar

Learning New Abilites/Skills

College Sports

Family

Timeline

Service Advisor

Christian Brothers Automotive
07.2014 - 07.2022

Ase (Steering & Suspension)

08-2013

[Steering & Suspension] Training - [10 Years]

08-2012

Service Manager

Firestone Complete Auto Care, BRO
08.2008 - 07.2014

Hvac License

11-2001

Licensed [Hvac Handler] - [Lifetime]

09-2001
Cj StaffordAutomotive Repair Service Manager