Dallas Day
Mount Vernon, IL,IL
Summary
Service director with extensive experience in service strategy and process improvement. Proven ability to lead teams and enhance customer relationship management. Track record of driving performance monitoring initiatives that improve service delivery and increase customer satisfaction.
Overview
26
26
years of professional experience
Work History
Service Director
Pennington Auto Group
Centralia , IL
03.2022 - Current
- Directed service operations for customer satisfaction and engagement.
- Managed service team to ensure high standards of performance.
- Oversaw scheduling and workflow to maximize service efficiency.
- Developed policies to enhance service quality and customer experience.
- Implemented training programs for staff on customer service techniques.
- Coordinated with parts department to streamline repair processes, reducing turnaround time for service requests.
- Analyzed service data to identify trends, implementing process improvements that enhanced service delivery.
- Fostered relationships with customers to promote loyalty and retention.
- Resolved escalated customer issues promptly, leveraging problem-solving skills to ensure customer satisfaction.
- Oversaw recruitment process for new customer service personnel and conducted interviews with prospective candidates.
- Conducted regular reviews of existing processes and procedures related to customer service activities and made recommendations for improvements.
- Created policies and procedures to ensure compliance with industry standards and regulations.
Service Manager
Monken Chevrolet
Centralia , IL
04.2019 - 03.2022
- Managed service department operations, driving customer satisfaction through effective service delivery.
- Oversaw technician schedules and coordinated repair workflow.
- Trained and mentored service staff on best practices, enhancing team capabilities and service quality.
- Handled customer inquiries and resolved service-related issues promptly.
- Resolved customer complaints in a timely manner.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Implemented process improvements to enhance service efficiency.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Motivated and supported employees to maintain low turnover.
- Hired and trained service department staff to drive performance.
- Monitored employee performance using key metrics, identifying areas for improvement to support team development.
- Coordinated with sales and marketing teams to develop service offers and promotions.
Service Manager
Road House Harley Davidson
Mount Vernon , IL
05.2016 - 04.2019
- Managed service department operations, enhancing customer satisfaction through effective service delivery.
- Oversaw technician schedules and coordinated repair workflow.
- Handled customer inquiries and resolved service-related issues, contributing to improved customer trust.
- Resolved customer complaints promptly, fostering positive relationships and loyalty.
- Maintained service records and ensured compliance with industry standards.
- Collaborated with parts department to ensure timely availability of components.
- Conducted regular team meetings to discuss performance and updates.
Service Manager
Monken Chevrolet
Centralia , IL
12.2015 - 04.2017
- Managed daily service operations and customer interactions to enhance service quality and customer experience.
- Resolved customer complaints promptly to maintain high satisfaction levels.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Supervised service technicians, ensuring adherence to safety standards and fostering a safe working environment.
- Trained staff on new service procedures and customer service techniques.
- Implemented process improvements to streamline service delivery and enhance coordination across departments.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Collaborated with sales team to support promotional service offerings.
Service Manager
Schmidt Chevrolet Cadillac
Centralia , IL
05.2007 - 06.2015
- Managed service department operations and ensured customer satisfaction.
- Oversaw technician schedules and coordinated repair workflow.
- Supervised service staff to uphold customer satisfaction and adherence to company policies.
- Resolved customer complaints in a timely manner.
- Trained and mentored service staff on best practices and policies.
- Hired and trained service department staff to drive performance.
- Implemented process improvements to enhance service efficiency.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Collaborated with parts department to ensure timely availability of components.
Service Technician
Rodgers Tire
Mount Vernon , IL
09.2005 - 05.2007
- Diagnosed vehicle issues using advanced diagnostic equipment and tools.
- Conducted service appointments to diagnose and fix problems.
- Conducted routine maintenance checks to ensure optimal vehicle performance.
- Completed scheduled appointments on time to uphold service quality and customer satisfaction.
- Educated customers on tire care and maintenance best practices to enhance vehicle longevity.
- Maintained accurate records of service calls, repairs, and parts used to ensure transparency and accountability.
- Maintained a clean and organized work area to comply with safety standards.
Service Technician
Ford Square of Mount Vernon
Mount Vernon , IL
09.2000 - 09.2005
- Diagnosed vehicle issues using advanced diagnostic equipment and tools.
- Diagnosed customer issues and developed effective solutions to enhance satisfaction.
- Conducted service appointments to diagnose and fix problems.
- Conducted routine maintenance checks to ensure optimal vehicle performance.
- Identified potential problems during inspections to prevent breakdowns and improve reliability.
- Troubleshot electrical circuits using schematics and diagrams.
- Performed tire installations, rotations, and balancing for various vehicle types.
- Ensured clean, organized work area to uphold safety standards.
Education
High School Diploma -
Waltonville High School
Waltonville, IL05-1999
Skills
- Service strategy
- Service operations
- Operations management
- Process improvement
- Customer relationship management
- Performance monitoring
- Data analysis
- Workflow coordination
- Customer engagement
- Team leadership
- Problem solving
- Conflict resolution
- Relationship building
Timeline
Service Director
Pennington Auto Group
03.2022 - Current
Service Manager
Monken Chevrolet
04.2019 - 03.2022
Service Manager
Road House Harley Davidson
05.2016 - 04.2019
Service Manager
Monken Chevrolet
12.2015 - 04.2017
Service Manager
Schmidt Chevrolet Cadillac
05.2007 - 06.2015
Service Technician
Rodgers Tire
09.2005 - 05.2007
Service Technician
Ford Square of Mount Vernon
09.2000 - 09.2005
High School Diploma -
Waltonville High School