Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ethan Harrelson

Sanford,FL

Summary

Dynamic Service Manager at MotoCity Daytona with a proven track record in enhancing customer satisfaction and operational efficiency. Skilled in team leadership and quality assurance, I successfully reduced service downtime and increased repeat business through strong relationship building and proactive problem-solving. Committed to continuous improvement and delivering exceptional service.

Overview

14
14
years of professional experience

Work History

Service Manager

MotoCity Daytona
12.2024 - 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.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • 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.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Monitored service staff performance and provided feedback for improvement.
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
  • Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
  • Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.

Foreman

Badger Woodworks
05.2020 - 08.2024
  • Trained new employees to learn new systems, apply best practices and comply with protocols and regulations.
  • Maintained a safe working environment through adherence to safety protocols and regular site inspections.
  • Ensured timely completion of projects with effective time management and prioritization of tasks.
  • Checked equipment to determine if maintenance was required.
  • Inspected completed work to verify quality standards and compliance with criteria.
  • Addressed issues proactively, resolving problems quickly to minimize delays in project timelines.
  • Enhanced team productivity by providing clear direction, setting expectations, and offering constructive feedback.
  • Conducted thorough quality control checks to ensure high standards of workmanship across all projects.
  • Developed strong relationships with clients, subcontractors, and suppliers, fostering open communication channels for smooth project execution.
  • Adapted workflows in response to changing environmental conditions or unexpected challenges encountered during construction activities.
  • Reviewed project details to specify correct materials and equipment for job sites.
  • Collaborated with project managers in planning stages, advising on schedule adjustments and potential obstacles.
  • Monitored progress against established benchmarks, adjusting strategies as necessary to meet targets consistently.
  • Raised overall crew proficiency with ongoing skill development initiatives targeting areas identified for improvement.
  • Provided comprehensive training for new employees, ensuring their rapid integration into the team dynamic.
  • Successfully mitigated risks associated with complex projects by conducting thorough risk assessments and implementing appropriate contingency plans.
  • Managed equipment maintenance schedules to minimize downtime due to mechanical failure or repairs.
  • Implemented efficient work processes to boost overall productivity while reducing costs.
  • Facilitated seamless handovers between shifts by maintaining clear documentation of completed tasks and outstanding items requiring attention.
  • Facilitated smooth project handovers, compiling comprehensive documentation and conducting detailed briefings.
  • Enhanced team skills with targeted training programs, addressing gaps and fostering professional development.
  • Elevated safety standards, conducting regular training sessions and safety audits.

Foreman Operator

Modern Dispersions
06.2017 - 04.2020
  • Trained new employees to learn new systems, apply best practices and comply with protocols and regulations.
  • Maintained a safe working environment through adherence to safety protocols and regular site inspections.
  • Ensured timely completion of projects with effective time management and prioritization of tasks.
  • Checked equipment to determine if maintenance was required.
  • Inspected completed work to verify quality standards and compliance with criteria.
  • Addressed issues proactively, resolving problems quickly to minimize delays in project timelines.
  • Enhanced team productivity by providing clear direction, setting expectations, and offering constructive feedback.
  • Conducted thorough quality control checks to ensure high standards of workmanship across all projects.
  • Developed strong relationships with clients, subcontractors, and suppliers, fostering open communication channels for smooth project execution.
  • Adapted workflows in response to changing environmental conditions or unexpected challenges encountered during construction activities.
  • Reviewed project details to specify correct materials and equipment for job sites.
  • Monitored progress against established benchmarks, adjusting strategies as necessary to meet targets consistently.
  • Raised overall crew proficiency with ongoing skill development initiatives targeting areas identified for improvement.
  • Provided comprehensive training for new employees, ensuring their rapid integration into the team dynamic.
  • Successfully mitigated risks associated with complex projects by conducting thorough risk assessments and implementing appropriate contingency plans.
  • Managed equipment maintenance schedules to minimize downtime due to mechanical failure or repairs.
  • Implemented efficient work processes to boost overall productivity while reducing costs.
  • Facilitated seamless handovers between shifts by maintaining clear documentation of completed tasks and outstanding items requiring attention.
  • Maintained high levels of workforce morale and engagement, organizing team-building activities and providing regular feedback.
  • Promoted innovation, encouraging adoption of new technologies and methods to improve project outcomes.
  • Improved client satisfaction with meticulous oversight of project requirements and quality standards.
  • Streamlined communication between departments, establishing clear channels and protocols.
  • Boosted operational efficiency, redesigning processes to eliminate bottlenecks and streamline tasks.

Service Advisor

Seminole Harley Davidson
08.2011 - 04.2017
  • 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.
  • Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
  • 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.
  • Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Streamlined appointment scheduling for improved efficiency and increased daily appointments.
  • Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
  • Developed customized preventative maintenance plans for clients based on their specific needs, contributing to long-lasting client relationships.

Education

Seminole State College of Florida
Sanford, FL

Skills

  • Positive attitude
  • Team leadership
  • Multitasking and organization
  • Problem-solving
  • Customer service
  • Critical thinking
  • Reliable and responsible
  • Time management
  • Goal oriented
  • Workflow management
  • Trustworthy and honest
  • Quality assurance
  • Workplace safety
  • Documentation and reporting
  • Office administration
  • Employee supervision
  • Service scheduling
  • Operational efficiency
  • Work Planning and Prioritization
  • New employee hiring
  • Policy and procedure enforcement
  • Service documentation
  • Staff management
  • Goal setting
  • Technical troubleshooting
  • Estimating and quoting
  • Continuous improvement
  • Inventory management
  • Risk management
  • Service and parts teams management
  • Quality control
  • Project management
  • Preventive Maintenance
  • Relationship building
  • Mechanical diagnostics
  • Analytical thinking
  • Shift scheduling
  • Service delivery optimization
  • Customer satisfaction measurement
  • Service order flow

Timeline

Service Manager

MotoCity Daytona
12.2024 - Current

Foreman

Badger Woodworks
05.2020 - 08.2024

Foreman Operator

Modern Dispersions
06.2017 - 04.2020

Service Advisor

Seminole Harley Davidson
08.2011 - 04.2017

Seminole State College of Florida

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Ethan Harrelson