Cord Joyce
Escondido,CA
Summary
Seasoned Service Manager bringing 6 years of offroad experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Demonstrated service manager expertise, including competitive offerings, pricing and market positioning.
Overview
12
12
years of professional experience
Work History
Service Manager
Escondido Cycle Center
06.2018 - Current
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Maintained effective customer service by responding to service requests quickly to increase overall sales by 100%.
- Developed written plans and obtained customer consent to proceed.
- Promoted brands of services equipment, increasing sales 100% and maximizing overall revenue.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Managed efficient teams of up to 7 employees.
- Organized ongoing maintenance schedules to boost system performance.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Resolved customer complaints in professional and timely manner.
Service Writer
North County Yamaha
05.2011 - 01.2018
- Worked effectively with repair staff and parts providers, staying current on availability and service processes.
- Logged work orders and change orders into LightSpeed database to track job status.
- Presented different repair options to customers to help each person make appropriate choices.
- Consulted with customers to assess service requirements and produce accurate orders.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Conferred with sales teams to schedule and price repair requirements for used and new vehicles.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved issues by coordinating with Service department.
- Scheduled numbers of jobs in average timespan to meet service project milestones.
- Gathered information through research and vendor inquiries to provide job estimates.
- Provided job status reports to promote quick and accurate service.
- Boosted service revenue 100% by proactively promoting additional service options.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
Education
High School Diploma -
Yucca Valley High School
Yucca Valley, CA06.2006
Skills
- Employee Supervision
- Technical Support
- Critical Thinking
- Task Delegation
- Time Management
- Quality Assurance
- Revenue Generation
- Quality Control
- Coaching and Mentorship
- Business Development
- Establishing Vision
- Workflow Management
- Team Scheduling
- Service Scheduling
- Preventive Maintenance
- Analytical Thinking
- Team Leadership
- Cost Estimates
- Maintenance and Repair
- Reliable and Responsible
- Multitasking and Organization
- Machinery Operation
- Heavy Equipment Operation
- Staff Motivation
Timeline
Service Manager
Escondido Cycle Center
06.2018 - Current
Service Writer
North County Yamaha
05.2011 - 01.2018
High School Diploma -
Yucca Valley High School
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