Dillon Keel
Oak Park,MI
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Manager
Tommy's (Detroit ) Boat Dealership
Waterford, MI
08.2023 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Monitored service staff performance and provided feedback for improvement.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Maintained records of service transactions and customer feedback for future reference.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on broad guidance and direction.
Service Advisor
Tommy's (Detroit) Boat Dealership
Waterford, MI
01.2023 - 08.2023
- Educated customers regarding regular maintenance protocols to preserve boat condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper boat maintenance, fostering long-term relationships built on trust and loyalty.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested additional services to customers in order to meet upsell goals.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and backed up other customer service managers.
- Trained staff on operating procedures and company services.
Lot Supervisor
Tommy's (Detroit) Boat Dealership
01.2022 - 01.2023
- Arrival
- Will be here before anyone else back in the service area to open things up for the day.
- I would like to keep my current schedule every other Saturday and every other Monday
- Possibly every
- Monday during busy seasons
- As needed.
- Porters
- Lead of all porters.
- Porters report to this person.
- Will act as porter when needed
- Especially during the busy spring and fall seasons.
- Detailers
- Authority to direct the detailers to certain boats that need a comp wash/detail.
- Not necessarily be the ones they solely report to, just have the authority to guide them to something that has to get done, need be.
- Occasionally suggest yard/block pick up.
- Job Duties:
- First thing in the morning upon arrival, open the back door, walk the tech bays, check the trello and see what needs to be moved in or out of their bays before they arrive.
- Check the delivery/pickup schedule to make sure that the drivers have their boats/trailers for the day available and ready for pickup/delivery.
- Talk to the rental manager and figure out what he has going out or picking up
- Accommodate them into the scissor trailer availability for the day.
- Make sure all trailers are up to spec
- Perform small trailer repairs when necessary
- For example, airing up tires, plugging tires, changing tires, greasing bearings, replacing dust caps.
- Make sure that the tractors are up to spec
- Perform light maintenance when needed
- For example
- Oil level/oil changes, tires, etc.
- Make sure "The Final Walk Around" is being performed when pulling boats out for delivery and CPU.
- Make sure the boat is clean, prop/rudder is installed, etc.
- Make sure that maps/spreadsheets are created and up to date for boats that are stored.
- Monitor delivery schedule
- Make sure the lot and inside is organized and clutter free.
- Making sure the porters are keeping up throughout the day
- Again, step in when need be.
- Actually stepping in when anyone needs a hand or is in a pinch
- Detailers, porters, techs, sales, etc.
Yard Worker/ General Maintence Tech.
Oakland Mobile Marine
06.2021 - 01.2022
- Set boats in the yard
- Bring boats up to be serviced
- Light maintenance to boats
- Boat cleaning
- Shop maintenance
- Preparing boats to be delivered
- Operate Hi-lo's
- Shrink wrapping
- Writing up customer work orders.
Yard Worker
Decks N Docks Marine
05.2020 - 05.2021
- Set boats in the yard
- Bring boats up to be serviced
- Boat cleaning
- Shop maintenance
- Preparing boats to be delivered
- Operate Hi-lo's
- Shrink wrapping.
Vendor
MD Walker Distributing Inc
01.2018 - 02.2020
- Load product, deliver to stores and stock on shelves
Education
High school diploma - General
Brandon High School
Ortonville, MI05.2015
Skills
- Load & Unload
- Merchandising
- Order Management System
- Vendor Management
- Planograms
- Process Improvement
- Manufacturing
- Basic Math
- Hi-Lo Experience
- Trailering Experience (7 years)
- Retail sales (3 years)
- Trello
- Oil Change
- Management
- Project Management
- Strategic Planning
- Business Analysis
- Microsoft SharePoint
- Service writing
- Sales
- Cash handling
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Critical Thinking
- Reliable and Responsible
- Employee Training and Development
- Customer Service Management
- Time Management
- Conflict Resolution
- Goal-Oriented
- Workflow Management
- Team Collaboration and Leadership
- Trustworthy and Honest
- Employee Relations
- Quality Assurance
- KPI Monitoring
- Workplace Safety
- Documentation And Reporting
- Crew Leadership
- Outgoing and Energetic
- Employee Supervision
- Service Scheduling
- Operational Efficiency
- Work Planning and Prioritization
- Staff Motivation
- New Employee Hiring
- Policy and Procedure Enforcement
- Service Quality Management
- Staff Management
- Service Documentation
- Analytical Thinking
- Relationship Building
- Staff Training and Development
- Staff Supervision
- Computer Skills
- Decision-Making
- Teamwork and Collaboration
- Scheduling and Coordinating
Certification
- Driver's License
- Service Management Certification, 03/01/24, Present
- MRAA Service Management Certified
Availability
Ready to start in 2 weeks
Work Authorization
Authorized to work in the US for any employer
Personal Information
Relocation: Anywhere
Timeline
Service Manager
Tommy's (Detroit ) Boat Dealership
08.2023 - Current
Service Advisor
Tommy's (Detroit) Boat Dealership
01.2023 - 08.2023
Lot Supervisor
Tommy's (Detroit) Boat Dealership
01.2022 - 01.2023
Yard Worker/ General Maintence Tech.
Oakland Mobile Marine
06.2021 - 01.2022
Yard Worker
Decks N Docks Marine
05.2020 - 05.2021
Vendor
MD Walker Distributing Inc
01.2018 - 02.2020
High school diploma - General
Brandon High School