David Skinner
Fresno,CA
Summary
- Experienced service manager/advisor with over 35 years of experience in Automotive. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.
- Experienced in inventory control. Managing obsolete parts, and increasing profits through setting daily and monthly store goals.
Overview
17
17
years of professional experience
Work History
Service Advisor
Mercedes Benz of Fresno
Fresno, CA
01.2022 - 05.2026
- Assisted customers in understanding service options and vehicle maintenance needs.
- Communicated with technicians to relay customer concerns and service requests effectively.
- Processed service orders and maintained accurate customer records using dealership management systems.
- Resolved customer inquiries and complaints, enhancing overall service experience.
- Monitored service workflow, contributing to improved turnaround times for vehicle repairs.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Service Manager
Haron Jaguar Land Rover And Volvo
Fresno, CA
12.2021 - 01.2022
- 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.
- Trained 6 less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Guided techs on automotive repair, tool usage and equipment operation.
- Maintained effective customer service by responding to service requests quickly to increase overall sales by 15%.
- Set and administered department budgets for expenditures, materials and labor.
- Developed written plans and obtained customer consent to proceed.
- Kept rental records in Dealerware, accurately detailing customer information, payment processes and equipment conditions.
- 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.
Service Director
Fresno Acura
06.2019 - 12.2021
- Oversaw staff development through in-depth training, workshops, seminars and other learning opportunities.
- Maintained effective customer service by responding to service requests quickly to increase overall sales by 50%.
- Handled 20 calls per day to address customer inquiries and concerns.
- Resolved process problems, improved operations and provided exceptional client support.
- Worked with customers to understand needs and provide excellent service.
- Developed team communications and information for service meetings.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Drove operational improvements which resulted in savings and improved profit margins.
- Maintained excellent attendance record, consistently arriving to work on time.
- Increased customer satisfaction by resolving Product or Service issues.
Service Manager
Mercedes Benz Of Fresno
01.2013 - 06.2019
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
- Restructured procedures through coordination with parts manager to create and execute projects.
- Evaluated current processes to develop improvement plans.
- Produced detailed and relevant reports for use in making business decisions.
- Created and optimized records management strategies to coordinate and protect information.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Increased customer satisfaction by resolving Product or Service issues.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Service Adviser
Fresno Lexus
05.2009 - 01.2013
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Skills
- Payroll and budgeting
- Customer service
- Communications
- Team building
- Supervision
- Team management
- Interviewing skills
- Written and verbal communication
- Business operations
- Problem resolution
Timeline
Service Advisor
Mercedes Benz of Fresno
01.2022 - 05.2026
Service Manager
Haron Jaguar Land Rover And Volvo
12.2021 - 01.2022
Service Director
Fresno Acura
06.2019 - 12.2021
Service Manager
Mercedes Benz Of Fresno
01.2013 - 06.2019
Service Adviser
Fresno Lexus
05.2009 - 01.2013