Hollie Bert
Henderson
Summary
Dynamic Service Manager with a proven track record at Bob Johnson Chevrolet, excelling in team leadership and customer service. Successfully increased repeat business through personalized service and effective problem-solving. Skilled in analyzing service reports to drive improvements, ensuring high-quality workmanship and fostering client loyalty. Reliable and responsible, dedicated to achieving business goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Manager
Bob Johnson Chevrolet
06.2023 - Current
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- 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.
Service Advisor
Bob Johnson Chevrolet
09.2022 - 06.2023
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
Pro Services Manager
Lowe's
08.2021 - 09.2022
- Collaborated with other department leaders to develop integrated strategies for improving company performance.
- Represented professional services to external audiences through various sales and marketing activities.
- Developed goals and objectives for conducting short and long-range strategic planning.
- Increased revenue with targeted business development initiatives and strategic partnerships.
- Enhanced client satisfaction by effectively managing and resolving service issues.
- Oversaw product and project implementation services.
- Streamlined project delivery for improved efficiency through careful planning and resource allocation.
Service Manager
Davidson Chevrolet
02.2017 - 07.2021
- 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.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Analyzed service reports to identify areas of improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
Service Advisor
Davidson Chevrolet
06.2016 - 02.2017
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
Service Manager
Drive America
01.2012 - 06.2016
- 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.
Service Advisor
Drive America
09.2010 - 01.2012
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
Education
Automotive Technology
SUNY Morrisville
Morrisville, NYSkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
Certification
NYS Inspectors License
Timeline
Service Manager
Bob Johnson Chevrolet
06.2023 - Current
Service Advisor
Bob Johnson Chevrolet
09.2022 - 06.2023
Pro Services Manager
Lowe's
08.2021 - 09.2022
Service Manager
Davidson Chevrolet
02.2017 - 07.2021
Service Advisor
Davidson Chevrolet
06.2016 - 02.2017
Service Manager
Drive America
01.2012 - 06.2016
Service Advisor
Drive America
09.2010 - 01.2012
Automotive Technology
SUNY Morrisville
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