Frederick Burdette
Service Manager
Kingman,AZ
Summary
Dynamic Service Manager with a proven track record at Valvoline Instant Oil, excelling in customer service and team leadership. Enhanced customer satisfaction through effective conflict resolution and upselling strategies, resulting in increased repeat business. Skilled in service quality management and employee training, fostering a culture of continuous improvement and collaboration.
Overview
10
10
years of professional experience
Work History
Service Manager
Valvoline Instant Oil
12.2023 - 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.
- Developed and maintained positive relationships with customers to build rapport and trust.
- 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.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- 📈 Customer Satisfaction & Retention
Increased customer satisfaction scores by 25% within one year through improved service protocols and follow-up systems.
Boosted repeat customer visits by 30% by implementing personalized service reminders and loyalty incentives.
💰 Revenue & Sales Growth
Grew service department revenue by $150K annually through strategic upselling and bundling of maintenance packages.
Achieved 110% of monthly sales targets for 12 consecutive months by promoting high-margin services.
👥 Team Leadership & Training
Reduced employee turnover by 40% by introducing a mentorship program and regular performance recognition.
Trained and onboarded 15+ new technicians, improving ramp-up time by 30%.
🕒 Efficiency & Operations
Cut average service turnaround time by 20%, increasing daily vehicle throughput from 18 to 22 cars. - Improved scheduling efficiency, reducing customer wait times by 35%.
Automotive Service Advisor
Martin Swanty Chrysler Jeep Dodge
01.2019 - 06.2023
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Maintained a clean, organized, and professional service department environment that reflected positively on the dealership''s image and reputation.
- Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
- Organized workflow among service department staff to ensure timely completion of repairs while minimizing wait times for customers.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Automotive Technician
Colorado River Ford Lincoln Of Kingman
01.2016 - 08.2018
- Maintained a clean and organized work environment, demonstrating pride in personal workspace while contributing to overall shop cleanliness.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Changed, rotated, and balanced tires on different types of vehicles.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
Automotive Technician
Superior Tire & Svc
09.2015 - 12.2017
- Improved vehicle performance by conducting thorough diagnostic tests and repairing or replacing faulty components.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Upheld high safety standards in the workplace by following proper protocols when handling hazardous materials and utilizing protective gear as needed.
- Enhanced customer satisfaction by providing timely and accurate repair estimates for various automotive issues.
- Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
- Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks.
Education
High School Diploma -
Lake Havasu High
Lake Havasu City, AZSkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
- Team collaboration and leadership
- Employee relations
- Employee supervision
- Service scheduling
- New employee hiring
- Staff management
- Service documentation
- Service quality management
- Goal setting
- Estimating and quoting
- Inventory management
- Continuous improvement
- Coaching and mentoring
- Relationship building
- Culture development
- Customer satisfaction measurement
Timeline
Service Manager
Valvoline Instant Oil
12.2023 - Current
Automotive Service Advisor
Martin Swanty Chrysler Jeep Dodge
01.2019 - 06.2023
Automotive Technician
Colorado River Ford Lincoln Of Kingman
01.2016 - 08.2018
Automotive Technician
Superior Tire & Svc
09.2015 - 12.2017
High School Diploma -
Lake Havasu High
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