DERICK PHAM
GARLAND,TX
Summary
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. 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.
Overview
8
8
years of professional experience
Work History
Service Advisor
COURTESY NISSAN OF RICHARDSON
12.2023 - Current
- 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 fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
Service Advisor
DAVID MCDAVID HONDA
05.2022 - 12.2023
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
SERVICE MANAGER
Firestone Auto Care
02.2018 - 05.2022
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Defined clear targets and objectives and communicated to other team members.
Express Technician
David McDavid Acura
07.2016 - 02.2018
- Collaborated with team members to ensure a smooth workflow, resulting in reduced wait times for clients.
- Leveraged diagnostic tools and special service equipment to test components and systems.
- Assisted in inventory management, ensuring the availability of parts required for common express services.
- Completed detailed documentation of all performed services to maintain accurate records for future reference.
- Improved overall shop productivity by maintaining a clean and organized workspace, allowing for optimal performance of daily tasks.
- Stayed up-to-date on industry trends and advancements through regular training sessions, enhancing technical expertise.
Education
High School Diploma -
NORTH GARLAND HIGH SCHOOL
Garland, TX06.2016
Skills
Customer Service / Excellent Communication
Computer Skills / Microsoft Office
Multitasking and Organization / Attention to Detail
Vehicle assessment
Strong Work Ethic / Goal-oriented mindset
Service Estimates / Cost Estimation
Team player mentality / Team Collaboration
Handling Customer Complaints / Client rapport
Staff education and training / Policies and Procedures Adherence
Workflow Management / Service Order Flow
Warranty Claims Process Management
Inbound Call Management / Professional telephone demeanor
Languages
English
Native or Bilingual
Chinese (Cantonese)
Native or Bilingual
Vietnamese
Native or Bilingual
Timeline
Service Advisor
COURTESY NISSAN OF RICHARDSON
12.2023 - Current
Service Advisor
DAVID MCDAVID HONDA
05.2022 - 12.2023
SERVICE MANAGER
Firestone Auto Care
02.2018 - 05.2022
Express Technician
David McDavid Acura
07.2016 - 02.2018
High School Diploma -
NORTH GARLAND HIGH SCHOOL
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