GERALD MELTON
ANDALUSIA FORD
Red Level,Alabama
1
Certification
27
years of professional experience
Dedicated Service Manager with a proven track record in enhancing customer satisfaction and retention through effective team leadership and service quality management.
Work History
SERVICE MANAGER
27 Years 6 Months- Directed service department operations to enhance customer satisfaction and retention.
- Implemented process improvements to increase service efficiency and reduce turnaround times.
- Trained and mentored staff on best practices in vehicle servicing and customer engagement.
- Analyzed service metrics to identify trends and develop strategic initiatives for performance enhancement.
- Coordinated with parts department to ensure timely availability of essential components for repairs.
- Oversaw warranty claim processes, ensuring compliance with manufacturer guidelines and policies.
- Fostered relationships with customers through effective communication, addressing concerns promptly and professionally.
- 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.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- 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.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- 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.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
Education
GED
Skills
Positive attitude
Team leadership
Multitasking and organization
Problem-solving
Customer service
Critical thinking
Reliable and responsible
Employee training and development
Customer service management
Trustworthy and honest
Employee relations
Quality assurance
Office administration
Employee supervision
Service quality management
Estimating and quoting
Inventory management
Cost estimates
Service and parts teams management
Mechanical diagnostics
Accomplishments
I CURRENTLY HAVE 49 CERTIFCATION WITH FORD MOTOR COMPANY IN SERVICE ,PARTS AND WARRANTY ADMIN
- Supervised team of 7 staff members.
Certification
- CM - Certified Manager Certification
- SENOR MASTER FORD TECHNICAN Training - [4YEARS] AND MASTER TECH FOR OVER 10 YEARS
SENOR MASTER TECHNICAN FORD
SENOR MASTER TECH IN BOTH GAS AND DIESEL REPAIRS WITH OVER 25 YEARS EXPERENCE IN DIESEL ENGINE AND OVER ALL 40 YEARS IN THE BUSINESS
Languages
English
Native or Bilingual
Timeline
SERVICE MANAGER
ANDALUSIA FORD
01.1999 - CurrentRead More
WETUMPKA HIGH SCHOOL
GED
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