Estella Hernandez
Phoenix,AZ
Summary
Driven by a results-focused approach, I excelled at HDZ Auto and Equipment, enhancing customer satisfaction and streamlining operations. My expertise in customer relationship management and problem-solving abilities led to significant improvements in service delivery and team productivity. With a talent for both team leadership and meticulous maintenance planning, I consistently surpassed goals, fostering strong customer and vendor relationships.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Service / Shop Management
HDZ Auto and Equipment
07.2011 - Current
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Developed strong relationships with vendors, ensuring timely deliveries and accurate inventory management.
- Reviewed monthly sales reports with management to identify areas requiring improvement efforts or adjustments.
- Assisted in executing promotional events which resulted in higher foot traffic at the store location.
- Maintained a clean, organized shop environment to enhance customer experience and ensure safety compliance.
- Streamlined operations to increase efficiency by reorganizing workstations and optimizing workflows.
- Collaborated with management to develop strategies for improving overall store performance and customer satisfaction.
- Managed cash handling procedures accurately which maintained proper accounting records for the business.
- Improved team productivity through effective delegation of tasks and responsibilities.
- Coordinated employee schedules effectively, reducing payroll costs without compromising service quality or coverage.
- Reduced customer complaints by implementing new policies and procedures for efficient service delivery.
- Implemented loss prevention measures to minimize theft incidents and maintain accurate inventory levels.
- Handled escalated customer issues professionally, resulting in satisfied customers who continued patronage of the store.
- Mentored new hires, providing them with guidance on company policies, best practices, and exceptional customer service techniques.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached employees through day-to-day work and complex problems.
- Scheduled and oversaw maintenance, repair and installation activities.
- Utilized proper tools and materials to adhere to safety guidelines.
- Monitored daily progress and work quality to provide guidance and direction to mechanics and installers.
- Supervised team of installers and mechanics to complete work on time and to company standards.
- Monitored safety compliance to maintain strict standards and protect team members from harm.
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
- Optimized supply levels to keep stock within ideal parameters for expected needs.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
Parts Sales Manager
Auto Zone
06.1996 - 11.2013
- Conducted regular performance evaluations of staff members, identifying areas for improvement and providing constructive feedback.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed daily operations, including budgeting, scheduling, and reporting activities related to parts sales.
- Oversaw merchandising efforts within the store, ensuring that products were displayed effectively to maximize visibility and stimulate sales growth.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Fostered a positive work environment by promoting teamwork, open communication, and employee recognition programs among staff members.
- Addressed escalated customer issues promptly, implementing solutions that satisfied both the client's needs and company policies.
- Implemented new sales strategies, resulting in higher customer retention rates and overall satisfaction.
- Streamlined inventory management for enhanced efficiency in ordering and tracking parts.
- Established a comprehensive returns policy that balanced customer satisfaction with business objectives.
- Led a team of sales associates to consistently surpass monthly sales goals.
- Developed training materials to educate staff on product knowledge, enhancing their ability to make informed recommendations to customers.
- Ordered parts for customers, repair shops, and service departments for use in Type equipment.
- Increased parts sales by developing and maintaining strong relationships with customers and suppliers.
- Collaborated with service department to ensure timely delivery of parts for repairs, reducing wait times for customers.
- Developed and implemented new procedures for improving inventory control and reducing time required locating parts by modifying part numbers and locations.
- Conducted periodic analysis of current spare parts rooms and service van inventory levels to determine needed parts.
- Supervised and trained staff on product knowledge and customer service.
- Rearranged parts department to better serve changing trends and keep workspaces organized.
- Mitigated financial discrepancies by managing inventory, damaged goods and backorders.
- Provided timely, insightful and accurate reports to upper management.
- Partnered with managers to implement operational enhancements for paperwork processing.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Organized promotional events and interacted with community to increase sales volume.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
Education
Associate Of Technology - Automotive Service Technician
Arizona Automotive Institute
Glendale, AZ05.2000
Training Course Diploma Of Completion - Medical Assisting
Cruz Roja Mexicana
Mexicali, Baja 03.1991
Skills
- Customer Relationship Building
- Scheduling and Planning
- Team Management
- Goal Setting and Achievement
- Customer Service
- Problem-Solving
- Time Management
- Decision-Making
- Customer Relations
- Training and mentoring
- Team Building and Leadership
- Positive and Constructive Feedback
- Work Prioritization
- Complaint Handling
- Schedule Management
- MS Office
- Complaint resolution
- Workflow Management
- Continuous Improvement
- Issue Resolution
- Delegating Work
- New Hire Training
- Employee Scheduling
- Customer Relationship Management (CRM)
- Records Management
- Schedule Coordination
- Performance Management
- Sales Support
- Workforce Management
- Account Management
- Teamwork and Collaboration
- Skilled Maintenance and Repair
- Attention to Detail
- Problem-solving abilities
- Tools and Equipment Maintenance
- Multitasking
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Active Listening
- Hand and Power Tool Operation
- Job Prioritizing
- Machinery Operations
- Employee Safety Training
- Stress Tolerance
- Employee Motivation
- Maintenance Planning
- Equipment Operation
- Self Motivation
- Conflict Resolution
- Goal Setting
Certification
I have Moog suspension certificate
ASE certificate on brakes and parts
Languages
Spanish
Native or Bilingual
Timeline
Customer Service / Shop Management
HDZ Auto and Equipment
07.2011 - Current
Parts Sales Manager
Auto Zone
06.1996 - 11.2013
Associate Of Technology - Automotive Service Technician
Arizona Automotive Institute
Training Course Diploma Of Completion - Medical Assisting
Cruz Roja Mexicana
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