Gabriel Urbizo
Service Manager
Hialeah,FL
Summary
Results-oriented Quick Lane Manager with expertise in vehicle inspection, workflow management, and customer relationship enhancement. Demonstrates strong leadership in optimizing operational efficiency and resolving customer issues. Successfully implemented training programs that elevated service standards and improved customer satisfaction. Known for enhancing productivity and team performance while maintaining high quality standards in automotive service management.
Overview
26
26
years of professional experience
Work History
Quick Lane Manager
Gus Machado Ford Of Hialeah
Hialeah
02.2012 - Current
- Managed daily operations of quick service automotive maintenance and repair.
- Coordinated technician schedules to enhance workflow efficiency.
- Ensured compliance with industry standards for service quality and safety.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Evaluated Quick Lane processes to identify improvement opportunities.
- Conducted regular staff meetings to discuss goals, objectives, and progress towards them.
- Ordered parts necessary for repairs and services at competitive prices while maintaining quality standards.
- Monitored employee performance and provided feedback to ensure quality standards were met.
- Analyzed sales trends and developed strategies to drive revenue growth.
- Assisted technicians in diagnosing vehicle problems using the latest diagnostic equipment.
- Resolved customer complaints promptly and communicated solutions to customers.
- Created an effective system for tracking customer complaints and inquiries.
- Trained new employees on Quick Lane policies and procedures.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Service Manager
Sears Auto Center
Hialeah
05.2010 - 02.2012
- Led daily operations to ensure exceptional customer service standards.
- Mentored team members on product knowledge and service techniques.
- Resolved customer complaints to enhance satisfaction levels and foster customer loyalty.
- Conducted performance evaluations to identify areas for improvement.
- Resolved customer complaints in a timely manner.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Enhanced customer satisfaction ratings through active listening and tailored solutions to complaints.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Motivated and supported employees to maintain low turnover.
- Hired and trained service department staff to drive performance.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
- Established key performance indicators (KPIs) for the service team to measure success and productivity.
- Negotiated contracts with vendors and suppliers to secure favorable terms.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Coordinated with the warranty department to process claims and provide customer support.
- Managed service department budget, optimizing expenses to support financial sustainability.
Service Manager
Pepboys Parts And Auto
Miami
08.2005 - 05.2010
- Led daily operations to ensure exceptional customer service standards.
- Mentored team members on product knowledge and service techniques.
- Implemented staff training programs to enhance performance and efficiency.
- Resolved customer complaints effectively to maintain satisfaction levels.
- Conducted performance evaluations to identify areas for improvement.
- Analyzed service processes to recommend improvements and streamline operations.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Performed root cause analysis on recurring problems encountered by customers.
- Monitored employee performance through key metrics analysis.
- Ensured compliance with applicable laws and regulations related to services provided.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
Sales Advisor
Goodyear Auto Service Center
Hialeah
03.2000 - 08.2005
- Educated customers on vehicle maintenance services to improve service knowledge.
- Provided tailored tire care and safety recommendations to meet customer needs.
- Identified customer needs and tailored solutions accordingly.
- Demonstrated product features and benefits to potential customers.
- Assisted customers in selecting appropriate tire and service options.
- Managed inventory levels to ensure availability of products and supplies.
- Stayed up-to-date on latest trends in sales promotions, product updates and service changes.
Education
Bachelor of Science -
Pre Pablo De La Torriente Brau
Havana07-1988
Skills
- Vehicle inspection
- A/C troubleshooting
- Engine rebuilding
- Preventive Maintenance
- Maintenance scheduling
- Parts ordering
- Inventory management
- Workflow management
- Revenue analysis
- Project planning
- Team leadership
- Cross-functional leadership
- Employee training
- Performance assessment
- Performance assessments
- Client management
- Conflict resolution
- Effective communication
- Communication skills
- Organizational skills
- Time management
- Multitasking Abilities
- Self motivation
- Problem solving
- Professional demeanor
- Team building
- Contract negotiation
Languages
Spanish
Professional
English
Professional
References
References available upon request.
Timeline
Quick Lane Manager
Gus Machado Ford Of Hialeah
02.2012 - Current
Service Manager
Sears Auto Center
05.2010 - 02.2012
Service Manager
Pepboys Parts And Auto
08.2005 - 05.2010
Sales Advisor
Goodyear Auto Service Center
03.2000 - 08.2005
Bachelor of Science -
Pre Pablo De La Torriente Brau