Faylin Miller
San Antonio,TX
Summary
Dynamic leader with a proven track record at Cavender Jaguar Land Rover, achieving a 15% growth year over year through exceptional customer service and conflict resolution. Skilled in sales development and leading teams of 50+ members, demonstrating strong relationship-building and leadership capabilities. Excelled in enhancing customer satisfaction and team productivity.
Overview
9
9
years of professional experience
Work History
Service Director
Cavender Jaguar Land Rover
2022.06 - Current
- Oversaw daily operations of Service Department including employee and customer satisfaction, payroll, employee scheduling, and interviewing and hiring across department
- Collaborate with other departments within dealership to ensure customer satisfaction
- Developed monthly forecasts and proactively tracked progress throughout the month to ensure a 15% growth year over year.
- Managed a team of 30 service technicians, 10 Assistant Service Managers and 10 Service Support Team members
- Tracked employee performance and developed action plans if necessary
- Successfully managed Service Policy Account to ensure correct departmental spending
Assistant Service Manager
Infiniti of San Antonio
2020.08 - 2022.05
- Quickly and efficiently resolved customer complaints
- Determined price schedules and discount rates for incoming guests
- Confer with potential customers regarding vehicles needs and advise customers on types of service and repairs
- Liaison between customers and technician regarding vehicle needs
- Trained new incoming associates of dealership processes and procedures
- Created customer loan vehicle contracts
Assistance Service Manager
Principe Auto BMW
2015.11 - 2020.09
- 2015, Sales Receptionist, first employee to greet customer and assist in the luxury car buying experience
- 2016, BDC Administrator, resolved customer conflict via phone and email, trained new employees on company procedures, and established work schedules to keep track of daily work staff/
- 2016, Customer Loyalty Manager, specialized in resolving customer conflicts and adjusting company procedures if necessary, point of contact for customers who had stated they had a negative experience, was allowed to intervene before potential loss of business.
- 2017, Assistant Service Manager, booking customers appointments, generated loan car contracts, managed technician teams and monitored team productivity.
Education
Bachelor of Science - Early Childhood Education
Texas A&M
San Antonio05.2016
Associate of Science - Early Childhood Education
Northwest Vista College
San Antonio, TX12.2014
Skills
- Customer Service and Conflict Resolution
- Sales Development
- Scheduling and Coordinating
- Relationship Building
- Leadership Capability
Timeline
Service Director
Cavender Jaguar Land Rover
2022.06 - Current
Assistant Service Manager
Infiniti of San Antonio
2020.08 - 2022.05
Assistance Service Manager
Principe Auto BMW
2015.11 - 2020.09
Bachelor of Science - Early Childhood Education
Texas A&M
Associate of Science - Early Childhood Education
Northwest Vista College
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