Gary Harriss
Houston,TX
Summary
At Archer Volkswagen, I spearheaded service operations, enhancing customer satisfaction and operational efficiency through strategic planning and staff management. My leadership boosted team performance and retention, leveraging skills in after-sales support and interpersonal relationships. Achieved significant improvements in service quality and productivity, positioning the department as a competitive leader in the automotive service industry.
Overview
23
23
years of professional experience
Work History
Service Manager
Archer Volkswagen
Houston, TX
01.2001 - 06.2024
- Trained new employees on the use of customer relationship management software systems.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Reviewed customer billing statements for accuracy prior to release.
- Reviewed completed work to verify consistency, quality, and conformance.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Addressed customer questions and concerns regarding products and services.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Resolved customer complaints quickly and effectively.
- Hired and trained service department staff to drive performance.
- Conducted performance reviews and provided constructive feedback to staff members.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
- Coordinated with the warranty department to process claims and provide customer support.
- Analyzed competitive offerings to ensure the service department remained competitive.
- Created standard operating procedures for all service functions.
- Facilitated communication between the service department and other company divisions.
- Led the recruitment and hiring process for new service department staff.
- Created written estimates and obtained customer consent to proceed.
- Utilized technology to streamline service operations and improve customer experience.
- Motivated and supported employees to maintain low turnover.
Skills
- Strategic business planning
- Productivity monitoring
- After-sales support
- Supply procurement
- Staff management
- Operational efficiency
- Interpersonal relationships
- Task delegation
- Estimating and quoting
- Client retention strategies
- Service and parts teams management
- Cost estimates
- New employee hiring
- Coaching and mentoring
- Service order flow
- Employee supervision
- Revenue generation
Timeline
Service Manager
Archer Volkswagen
01.2001 - 06.2024
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