Dan Braceros
Braintree,MA
Summary
Flexible hard worker ready to learn and contribute to team success. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Goal-driven Service Manager offering over 28 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Service Manager/Warranty Administrator
Silko Volkswagen
Brockton, MA
10.2021 - 01.2024
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Resolved customer complaints in a timely manner.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Created detailed reports on service activities for senior management review.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Trained new employees on the use of customer relationship management software systems.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Analyzed existing processes for potential cost savings initiatives.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Provided technical support for hardware and software issues experienced by customers.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Created standard operating procedures for all service functions.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Reviewed customer billing statements for accuracy prior to release.
- Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
- Adhered to customer service standards to foster satisfaction and retention.
- Collaborated with customers to offer solutions to service needs.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Reviewed and processed warranty claims to ensure accuracy of all information.
- Analyzed customer feedback to identify potential issues with product quality.
- Managed the return of defective products from customers, ensuring timely replacement or repair.
- Resolved discrepancies in warranty coverage for customers.
- Provided technical support to customers regarding product warranties and returns.
- Developed and maintained relationships with vendors, suppliers, and other third-party providers related to warranty services.
- Monitored warranty costs, identifying areas for cost savings opportunities.
- Generated reports on warranty performance metrics including turnaround times and resolution rates.
- Investigated customer complaints regarding product defects and non-compliance with warranties.
- Coordinated with internal departments such as sales, engineering, finance., to ensure accurate handling of all warranty claims.
- Created detailed records of all customer interactions related to warranties and returns.
- Maintained up-to-date knowledge of current industry regulations related to warranties.
- Updated company databases with new information about warranties and returns.
- Evaluated existing policies and procedures for processing warranties and identified areas for improvement.
- Communicated effectively both verbally and in writing with customers regarding their inquiries relating to their warranties.
- Participated in training sessions offered by vendors or manufacturers related to specific products or services covered by the company's warranty program.
- Stayed up to date on factory announcements and recalls.
- Processed warranty paperwork for accurate documentation, reporting and filing.
- Followed up on payments for outstanding claims.
- Resubmitted rejected warranty claims and received authorization for write-offs.
- Kept thorough records of service actions and customer information.
- Reconciled deliverables, monitored schedules of open claims and collaborated with accounting staff to pursue payments.
- Organized claims paperwork and booked appointments with customers.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Handled modification and updating of policies.
Assistant Service Manager/Service Advisor
Copeland Toyota
Brockton, MA
10.2011 - 10.2021
- Provide client with an excellent experience with the maintenance or repair of their vehicle
- Making sure that their visit is pleasant by coordinating with technicians, parts dept, warranty companies as necessary
- Providing client with explanation and cost of repairs, also making sure maintenance or repairs are performed in a timely matter
- Coordinate shuttle service, rental services, also detail services
- Overall taking care of client in whatever is needed
- Explained the features and benefits of products or services offered by the dealership to customers.
- Strengthened customer retention by offering discount options.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
Assistant Service Manager/Service Advisor
Desert Audi
Las Vegas, NV
10.2008 - 10.2011
- Provide client with an excellent experience with the maintenance or repair of their vehicle
- Making sure that their visit is pleasant by coordinating with technicians, parts dept, warranty companies as necessary
- Providing client with explanation and cost of repairs, also making sure maintenance or repairs are performed in a timely matter
- Coordinate shuttle service, rental services, concierge service also detail services
- Overall taking care of client in whatever is needed
Assistant Service Manager/Service Advisor
University Park Audi
Dallas, TX
08.2006 - 10.2008
- Provide client with an excellent experience with the maintenance or repair of their vehicle
- Making sure that their visit is pleasant by coordinating with technicians, parts dept, warranty companies as necessary
- Providing client with explanation and cost of repairs, also making sure maintenance or repairs are performed in a timely matter
- Coordinate shuttle service, rental services, concierge services, also detail services
- Overall taking care of client in whatever is needed
Assistant Service Manager/Service Advisor
Saturn of Honololulu
Honolulu, HI
01.1996 - 07.2006
- Provide client with an excellent experience with the maintenance or repair of their vehicle
- Making sure that their visit is pleasant by coordinating with technicians, parts dept, warranty companies as necessary
- Providing client with explanation and cost of repairs, also making sure maintenance or repairs are performed in a timely matter
- Coordinate shuttle service, rental services, also detail services
- Overall taking care of client needs in whatever is needed
Education
Some college -
Lanai High & Elementary School
05.1993
Skills
- Auto Estimating
- Upselling
- Auto Service Management
- Retail Sales
- Shift Scheduling
- Customer Service
- Employee Training and Development
- Goal Setting
- Conflict Resolution
- Policy and Procedure Enforcement
- Service Quality Management
- Staff Supervision
- Relationship Building
- Workplace Safety
- New Employee Hiring
- Strategic Business Planning
- Estimating and Quoting
- Multiple Priorities Management
- Work Planning and Prioritization
- Schedule Management
- Project Planning
- Performance Evaluations
- Service Documentation
- Problem-Solving
- Regulatory Compliance
- Cost Estimates
- Outgoing and Energetic
- Service Scheduling
- Reporting and Documentation
- Time Management
- Rapport Building
- Team Collaboration and Leadership
- Coaching and Mentorship
- Analytical Thinking
- Goal-Oriented
Certification
Auto Damage Appraiser Training Certificate, Auto Appraiser Training Group, Present
Timeline
Service Manager/Warranty Administrator
Silko Volkswagen
10.2021 - 01.2024
Assistant Service Manager/Service Advisor
Copeland Toyota
10.2011 - 10.2021
Assistant Service Manager/Service Advisor
Desert Audi
10.2008 - 10.2011
Assistant Service Manager/Service Advisor
University Park Audi
08.2006 - 10.2008
Assistant Service Manager/Service Advisor
Saturn of Honololulu
01.1996 - 07.2006
Some college -
Lanai High & Elementary School
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