HUGH JEFFERS

• Identified areas of improvement for operational efficiency and cost savings in the Fixed Operations Department.
• Developed and implemented strategies to improve customer service satisfaction in the Fixed Operations Department.
• Created policies and procedures for safe work practices in the Fixed Operations Department.
• Resolved customer complaints quickly and efficiently while ensuring customer satisfaction in the Fixed Operations Department.
• Managed inventory levels and purchasing processes for parts used in the Fixed Operations Department.
• Analyzed financial data and prepared reports summarizing departmental performance within the Fixed Operations Department.
• Oversaw daily operations, including scheduling, staff management, budgeting, and forecasting in the Fixed Operations Department.
• Monitored performance metrics to ensure high-quality results from the Fixed Operations Department.
• Collaborated with other departments to ensure a seamless workflow throughout the organization.
• Developed training programs for new hires within the Fixed Operations Department.
• Maintained relationships with customers, vendors, and suppliers in support of fixed operations activities.
• Coached, mentored, and trained staff members on best practices within the Fixed Operations Department.
• Evaluated employee performance regularly and provided feedback as needed within the Fixed Operations Department.
• Implemented innovative solutions to increase productivity within the Fixed Operations Department.
• Supervised repairs and maintenance on equipment, vehicles and facilities to uphold standards of safety, efficiency and quality.
• Worked with vendors to negotiate prices and set delivery schedules.
• Reviewed daily financial reports for each department.
• Supported managers, leaders and staff in achieving goals while ensuring compliance with guidelines and best practices.
• Managed all operations, including marketing, forecasting and profit and loss analysis.
• Monitored different departments for efficient use of employee and material resources.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Implemented successful business strategies to increase revenue and target new markets.
• Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Monitored progress by establishing plans, budgets and measuring results.
• Created effective business plans to focus strategic decisions on long-term objectives.
• Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
• Forecasted customer demand to set prices or credit terms for goods or services.
• Mitigated business risks by working closely with staff members and assessing performance.
• Structured HR consulting services to support clients during organizational developments and changes.

• Conducted regular reviews of existing processes and procedures related to customer service activities and made recommendations for improvements where necessary.
• Implemented a system to track customer inquiries, complaints and compliments to monitor performance metrics.
• Established weekly team meetings to discuss progress on current projects, review trends in customer feedback, and brainstorm solutions for any identified problems or challenges.
• Collaborated with other departments within the organization such as marketing, sales, finance, IT, to ensure smooth functioning of operations across different teams.
• Developed strategies to improve customer satisfaction, reduce response time and increase efficiency of service delivery.
• Oversaw recruitment process for new customer service personnel and conducted interviews with prospective candidates.
• Resolved escalated issues from customers in a timely manner by utilizing problem-solving skills.
• Provided guidance and mentoring to junior staff members on how they can better handle challenging situations when dealing with customers.
• Provided technical support to customers experiencing difficulties using the company's products or services.
• Evaluated employee performance based on criteria such as accuracy and speed in responding to queries, ability to upsell and cross-sell products and services.
• Managed daily operations of customer service department, including scheduling, training and supervising staff.
• Designed detailed reports outlining key performance indicators such as average response time, resolution rate, for senior management.
• Identified opportunities for cost savings through process optimization initiatives while ensuring quality levels remain high.
• Maintained relationships with third party vendors providing customer support services on behalf of the company.
• Provided hands-on and proactive leadership to community services staff.
• Developed benchmarks for measuring and monitoring strategic changes and organizational goals.
• Handled administrative procedures to meet objectives set by boards of directors or senior management.
• Determined organizational policies regarding program eligibility, requirements and benefits.

• Identified business issues, creating customized solutions for individual problems.
• Made or approved inventory and supply purchases.
• Created schedules for technicians and center personnel to keep every shift well-staffed during holidays and busy periods.
• Managed programs and coordinated the repair services for the entire southeastern united state's locations by supervising technicians and servicing all vehicles and families.
• Prioritized sanitation, safety and health standards in work areas to meet OSHA requirements.
• Directed administrative professional teams and assessed individual progress and efficiency.
• Applied continuous improvement program in daily activities to boost productivity, improve quality and reduce costs.
• Recruited and trained new employees to meet job requirements.
• Delegated work to staff, setting priorities and goals.
• Spearheaded training initiatives to improve employee performance and bottom-line business results.

• Hired, trained, developed and monitored performance of service department staff.
• Enforced adherence to customer service standards to foster satisfaction and retention.
• Defined department objectives and monitored performance.
• Collaborated with customers to discuss service needs and offer available solutions.
• Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
• Communicated changes from management to inform and educate department employees.
• Improved customer satisfaction rates by listening to complaints and finding appropriate ways to solve problems.
• Addressed order discrepancies and provided timely resolution.
• Monitored employee performance through effective data analysis of efficiency and key metrics.
• Prioritized and delegated daily work tasks to meet anticipated project goals.
• Adhered to customer service standards to foster satisfaction and retention.
• Collaborated with customers to offer solutions to service needs.

• Hired, trained, developed and monitored performance of service department staff.
• Enforced adherence to customer service standards to foster satisfaction and retention.
• Established and oversaw department budgets for expenditures, materials and labor.
• Created written plans and obtained customer consent to proceed.
• Addressed order discrepancies and provided timely resolution.
• Communicated changes from management to inform and educate department employees.
• Ensured that telephone and data lines functioned properly.
• Monitored employee performance through effective data analysis of efficiency and key metrics.
• Recruited, hired and mentored service department personnel.
• Forecasted goals and objectives for department and monitored employees' task progression for adherence to deadlines.
• Maintained extremely low employee turnover through motivating leadership and employee support.

ASE MASTER CERTIFIED.

TOYOTA MASTER DIAGNOSTIC CERTIFIED

ASE L1 CERTIFIED

LEXUS MASTER CERTIFIED.

• Trained new employees in effective diagnostic and repair procedures.
• Performed customer work and warranty repairs in compliance with manufacturer standards.
• Used technical manuals and repair documentation to plan and implement high-quality corrections to various owner issues.
• Conducted test drives before and after repair services.
• Improved customer satisfaction by finding creative solutions to problems.
• Provided excellent service and attention to customers when face-to-face or through phone conversations.
• Earned reputation for good attendance and hard work.