Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Frank Haverkamp

Las Vegas,NV

Summary

Accomplished Service Director with a proven track record at Planet Nissan, enhancing team performance and customer satisfaction through strategic planning and operations management. Expert in streamlining processes for efficiency, fostering strong relationships, and leading by example in training and mentoring. Achieved significant improvements in service delivery and productivity by leveraging team leadership and innovative solutions.

Overview

20
20
years of professional experience

Work History

Service Director

Las Vegas Nevada
03.2023 - 07.2023
  • Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
  • Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
  • Forged strong partnerships with external stakeholders as well as maintained healthy relations with clients.
  • Introduced innovative solutions to streamline internal processes which resulted in enhanced overall efficiency.

Service Director

Planet Nissan
02.2011 - 03.2023
  • Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
  • Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
  • Forged strong partnerships with external stakeholders as well as maintained healthy relations with clients.
  • Introduced innovative solutions to streamline internal processes which resulted in enhanced overall efficiency.
  • Managed budgets and resources, ensuring optimal allocation for maximum impact on service delivery outcomes.
  • Ensured compliance with industry regulations and standards, maintaining a safe working environment for staff and customers alike.
  • Spearheaded initiatives to increase customer loyalty through exceptional service experiences, driving repeat business and positive word-of-mouth referrals.
  • Championed the adoption of new technologies that streamlined workflows, improving response times without sacrificing quality or accuracy.
  • Implemented training programs for staff development, enhancing skills and knowledge for improved overall performance.
  • Improved customer satisfaction by implementing efficient service processes and streamlining communication channels.
  • Monitored market trends and competitor strategies to ensure the company''s service offerings remained competitive and relevant.
  • Evaluated vendor relationships, negotiating contracts for better pricing terms while maintaining quality standards.
  • Developed and executed strategic plans for service delivery, resulting in increased efficiency and reduced costs.
  • Resolved escalated client issues promptly and effectively by leveraging strong interpersonal skills and sound judgment in decision making processes.
  • Launched targeted marketing campaigns that increased brand awareness, attracting new clients and retaining existing ones.
  • Optimized scheduling practices to ensure adequate staffing levels during peak times for seamless customer support.
  • Analyzed customer feedback data to identify trends and areas of improvement in the delivery of services provided.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Evaluated interactions between associates and customers to assess personnel performance.

Parts and Service Director

Reno Mazda Kia
04.2003 - 07.2008
  • Improved customer satisfaction by streamlining parts and service department processes.
  • Increased efficiency in the parts inventory management system for optimized workflow.
  • Developed strong relationships with suppliers, resulting in cost savings and faster delivery times.
  • Reduced operating costs through strategic resource allocation and process improvements.
  • Led a team of technicians to enhance overall productivity and maintain high-quality service standards.
  • Optimized service scheduling processes, resulting in reduced wait times for customers needing repairs or maintenance work.
  • Streamlined repair ticket processing—improving turnaround time on completed jobs and enhancing overall customer experience.

Education

High School Diploma -

Hillsdale High School
San Mateo, CA
06.1975

Skills

  • Team Leadership
  • Training and mentoring
  • Operations Management
  • Strategic Planning

Accomplishments

  • Boosted customer call intake from an average of [Number] daily calls to [Number] calls by asking open-ended questions and making effective suggestions.
  • Explained policies on product returns in great detail, reducing repeat calls by [Number]%.
  • Suggested free upgrades for customer equipment that clients were unaware of which boosted brand loyalty.
  • Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
  • Documented and resolved [Issue] which led to [Results].
  • Supervised team of [Number] staff members.

Timeline

Service Director

Las Vegas Nevada
03.2023 - 07.2023

Service Director

Planet Nissan
02.2011 - 03.2023

Parts and Service Director

Reno Mazda Kia
04.2003 - 07.2008

High School Diploma -

Hillsdale High School

Similar Profiles

CREATE PROFILE
Frank Haverkamp