Hersey Henderson
Marlboro
Summary
Over 25 years of customer service and training. Able to develop and implement policies and procedures. Skilled in problem resolution and customer relations. Proficient in computer usage. Adept at training, motivating, and managing personnel. Attention to detail. Excellent hand and eye coordination. Use time effectively, set priorities, organize work, and maintain an efficient workflow. Ability to perform professionally in a highly stressful environment. Ability to perform multiple tasks.
Overview
26
26
years of professional experience
Work History
Manager
Midas AMG
03.2025 - 11.2025
- Implemented quality control measures, resulting in improved service consistency and customer satisfaction.
- Developed training programs to mentor staff in best practices and operational efficiency.
- Managed and motivated employees to be productive and engaged in work.
- Coordinated regular performance reviews to assess team effectiveness and drive continuous improvement efforts.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Manager
VIP Tires and Service
04.2021 - 03.2025
- Managed a team of over 20 automotive service technicians throughout 2 locations to ensure quality and timely repairs.
- Developed customer satisfaction and retention.
- Recruit, Hire and Train selected technicians in the diagnosis, service and repair of vehicles.
- Introduce tire and service products to guests.
- Performed minor repairs such as brake jobs, tune ups, suspension replacement, battery replacement, mounting and balancing tires, oil changes and much more.
- Hold C1, P2 and G1 ASE certifications.
- Attended and Passed Hunter Alignment 1 class.
- Became a training manager for all newly acquired locations.
Manager
Mavis Tires and Brakes
03.2020 - 04.2021
- Managed a team of 20 automotive service technicians to ensure quality and timely repairs.
- Developed and implemented a comprehensive training program for automotive service technicians in order to meet customer service expectations.
- Monitored shop performance and identified areas of improvement while developing strategies to maximize efficiency and profitability.
- Coordinated with service advisors and sales staff to ensure customer satisfaction.
- Inventoried thousands of dollars in tires and products related to the job.
Manager
Paul’s Foreign Auto Works
11.2018 - 03.2020
- Responsible for providing superior customer service and utilizing product knowledge and service techniques to meet the needs of customers.
- Oversaw 4 Full time mechanics.
- Maintained relationships with hundreds or new and returning customers.
- Order and coordinate parts for specified jobs.
Manager
Valvoline Instant Oil Change
12.2012 - 11.2018
- Responsible for providing superior customer service and utilizing product knowledge and service techniques to meet the needs of customers.
- Experience managing at Four different locations; including Newton, Cambridge, Waltham and Natick
- Supervised, trained, and promoted over 50 employees to senior technicians (or higher).
- Performed stock and inventory, as well as maintain the monetary functions.
- Ran and maintained an efficient store at a high capacity.
- Responsible for scheduling, maintaining a clean shop, and all opening and closing procedures.
Staff Assistant 3
Harvard Business School
11.2001 - 07.2012
- Ran the Shipping and Receiving office.
- Processed shipments receiving/shipping using both FedEx and UPS equipment.
- Maintained the upkeep of the loading dock.
- Perform other functions as requested by the management team.
- Provided backup assistance with mail sort and delivery throughout the campus.
- Answered telephones and directed calls to appropriate locations.
- Assisted in Copy Center performing copy jobs for Faculty and Staff.
- Operated various office equipment and machinery in the preparation, processing, and shipping of copy jobs.
- Assumed responsibilities within the HBS housing office.
- Assigned rooms for incoming students.
- Assisted in the needs of the students within the Dorms.
- Maintained a working relationship between the students, housekeeping, and other operations department.
- Sorted and distributed student mail and packages
- Sorted mail from USPS and distributed into the students mailboxes
- Scanned FedEx, UPS, and DHL packages into the database and sent an email to each student for each parcel that they received.
- Rescanned each package into the system upon the students arrival so that they could sign their packages out.
- Proficient in Microsoft Office.
- Assisted in the setup and tear down of function halls for special events
- Setting up and tearing down of tables and chairs
- Delivery and removal of all office equipment needed for each function (printers, copy machines, fax machines, etc.)
Copy Center
Ikon Office Solutions
07.1999 - 11.2001
- Responsible for providing superior customer service and utilizing product knowledge and service techniques to meet the needs of customers.
- Making Copies, binding books, and delivery of completed copy jobs.
- Performed stock and inventory functions.
- Handled payment transactions.
- Assisted the managers in opening and closing the facility; managed daily cash and inventory.
Education
High School -
Brighton High School
06.1997
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Staff training and development
- Staff management
- Task delegation
- Relationship building
- Customer relationship management (CRM)
- Staff development
Timeline
Manager
Midas AMG
03.2025 - 11.2025
Manager
VIP Tires and Service
04.2021 - 03.2025
Manager
Mavis Tires and Brakes
03.2020 - 04.2021
Manager
Paul’s Foreign Auto Works
11.2018 - 03.2020
Manager
Valvoline Instant Oil Change
12.2012 - 11.2018
Staff Assistant 3
Harvard Business School
11.2001 - 07.2012
Copy Center
Ikon Office Solutions
07.1999 - 11.2001
High School -
Brighton High School