Erika Cabuco Parchman
West Palm Beach,USA
Summary
Automotive service professional with over 20 years of expertise.
6 years of driving high-performance service operations, elevating customer satisfaction,
and leading cross-functional teams. Proven ability to manage busy
service lanes, coach and develop staff, resolve complex customer
concerns, and optimize workflow efficiency. Recognized for top
performance, strong relationship-building skills, and deep knowledge of
dealership operations including service, sales, business office, logistics,
and purchasing.
Overview
2027
2027
years of professional experience
Work History
Service Manager
Palm Beach Toyota
West Palm Beach, Florida
04.2021 - Current
- Lead daily drive operations to ensure a high-quality customer service experience.
- Hire, train, schedule, and coach service staff to maintain performance standards.
- Resolve escalated customer concerns and maintain strong long-term relationships.
- Analyze repair orders, department reports, budgets, and goals to identify improvement opportunities.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Monitored service performance metrics to identify areas of improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Service Advisor
Palm Beach Toyota
West Palm Beach, Florida
06.2020 - 04.2021
- Explained estimates, repair timelines, and maintenance needs to build customer trust.
- Greeted customers, identified vehicle concerns, and recommended services.
- Maintained high CSI scores through consistent communication and service quality.
- Verified warranty and service contract coverage.
Service Advisor
Legacy Toyota
Tallahassee, Florida
04.2018 - 02.2020
- Advised customers on vehicle repairs and maintenance recommendations.
- Maintained high CSI scores through exceptional customer service.
- Assisted customers in identifying vehicle issues and recommending appropriate services.
- Coordinated service appointments, ensuring optimal scheduling for customer convenience.
- Explained repair and maintenance services to customers in clear, understandable terms.
Service Advisor
CarMax Auto Superstores
Houston, Texas
08.2016 - 11.2017
- Coordinated repair orders, appointments, and customer communications to ensure efficient service delivery.
- Trained Service Consultants and assumed Manager on Duty responsibilities to maintain operational continuity.
Agent Staff
State Farm Insurance
Charleston, South Carolina
08.2015 - 05.2016
- Guided clients through insurance policy selection, claims processing, and account management.
Administrative Assistant / Logistics Coordinator
Tanda Supply, LP
Houston, Texas
04.2012 - 07.2014
- Coordinated customer orders, freight logistics, and compliance documentation.
- Supported procurement and customer service operations.
- Engaged with European and Southeast Asian clients to address their needs.
Sales Consultant
CarMax Auto Superstores
Houston, Texas
2010 - 2012
- Assisted customers with vehicle selection, financing, and purchase transactions.
- Processed credit applications and coordinated vehicle transfers.
Business Office Associate
Carmax Auto Superstores
Dallas, Texas
2007 - 2010
- Handled payoffs, bank deposits, cash transactions, and Manager-on-Duty responsibilities.
- Maintained organized records of vehicle sales and purchases.
- Provided comprehensive support during audits, preparing necessary documentation for review by external agencies.
- Processed customer transactions accurately and efficiently.
Buyer Assistant
Carmax Auto Superstores
Dallas, Texas
2005 - 2007
- Evaluated vehicle conditions and market trends to determine competitive purchase prices.
- Analyzed sales data and inventory levels to align purchases with market demand effectively.
- Coordinated vehicle imaging, online merchandising, and inventory transfers.
Education
High School Diploma -
North Garland High School
Garland, TXSkills
- Service Management
- Customer Experience & CSI Improvement
- Staff Hiring, Training & Coaching
- Warranty & Contract Verification
- Repair Order Workflow Optimization
- Performance Data Analysis
- Conflict Resolution & Complaint Handling
- Automotive Sales & Financing Support
- Logistics & International Shipping Coordination
- Cross-Functional Dealership Operations
Accomplishments
- President's Club Top Performer (Business Office Associate)
Southeast Toyota Service College Graduate
Timeline
Service Manager
Palm Beach Toyota
04.2021 - Current
Service Advisor
Palm Beach Toyota
06.2020 - 04.2021
Service Advisor
Legacy Toyota
04.2018 - 02.2020
Service Advisor
CarMax Auto Superstores
08.2016 - 11.2017
Agent Staff
State Farm Insurance
08.2015 - 05.2016
Administrative Assistant / Logistics Coordinator
Tanda Supply, LP
04.2012 - 07.2014
Sales Consultant
CarMax Auto Superstores
2010 - 2012
Business Office Associate
Carmax Auto Superstores
2007 - 2010
Buyer Assistant
Carmax Auto Superstores
2005 - 2007
High School Diploma -
North Garland High School