CHARLES ZELLER
San Antonio,TX
Summary
Automotive Service Manager with over 12 years of experience, in the automotive industry. I focus on driving sales and providing a high level of customer service while providing a safe and clean work environment. Implement grassroots marketing to drive both fleet and customers. I monitor the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety. I control day-to-day operations of the back shop, such as ensuring that the service staff complete CVIs through associate observations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Manager
Pep Boys Automotive
06.2022 - Current
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions in a fast paced work environment
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Led store in record sales increase & car count at every store managed
- Train incoming new service managers to all management assigned duties and tasks
- Develop and prepare assistant managers for management positions when opportunity arises
- Maintain good rapport with mechanics and supportive staff to keep controlled flow in the shop
Fleet Sales Representative
Pep Boys Automotive
02.2022 - 06.2022
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Set and achieved company defined sales goals.
- Built diverse and consistent sales portfolio.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Developed, maintained and utilized diverse client base.
Business Development Manager
Pep Boys Automotive
04.2021 - 02.2022
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Fleet Sales Representative
Pep Boys Automotive
06.2020 - 04.2021
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Set and achieved company defined sales goals.
- Built diverse and consistent sales portfolio.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Developed, maintained and utilized diverse client base.
Service Manager
Pep Boys Automotive
08.2018 - 06.2020
- In 2019, met personal sales goal of $2 million by increasing fleet, DIFM business and car count from 9,332 to 11,312
- Increased fleet sales by $27,663 in 2019, by prioritizing fleet with a main focus on the local car rental businesses
- Ended 2019, with total sales of $2,014,383; an increase of $213,531 over the prior year
- Surpassed monthly sales goals and growing gross profit on a consistent basis
- Trained new and existing staff on day to day operations and specific job duties
- Acquired, retained, and developed long term relationships to help maintain fleet business
- Sustained high level of customer service while exceeding sales and profitability goals
- Increased our customer service scores from 55% in 2018 to 63% in 2019
- Reviewed applications, scheduled, and conducted interviews; hired and terminated employees when necessary
- Maintained a clean and safe work environment
- Maintained accurate business reports and service records.
Service Manager
Pep Boys Auto Parts & Service
06.2014 - 08.2018
- For 4 consecutive years met monthly sales targets by increasing tire units, brake units, alignment units, and batteries
- Ended 2017 with $1,757,621 in sales; an increase of 15.1% over 2016
- Fleet sales for 2017 were at $304,791; an increase of 53.4% over 2016
- Positive in sales in first half of 2018; prior to transfer to McAllen store #0768
- Trained and developed an Assistant Service Manager and promotion to Service Manager
- Trained and developed 2 Master Technicians during my tenure there
- Surpassed monthly sales goals and growing gross profit on a consistent basis,
- Trained new and existing staff on day to day operations and specific job duties
- Acquired, retained, and developed long term relationships to help maintain fleet business
- Sustained high level of customer service while exceeding sales and profitability goals
- Increased our customer service scores from 55% in 2018 to 63% in 2019
- Reviewed applications, scheduled and conducted interviews, hired and terminated employees when necessary
- Maintained a clean and safe work environment
- Maintained accurate business reports and service records
Assistant Service Manager
Pep Boys Auto Parts & Service
12.2012 - 06.2014
- Effectively ran the Service Department as the Assistant for 8 months while the Service Manager was out due to injury
- Under the direction of the Store Manager of Service, assists in various aspects of customer care, work order and register assistance, facility maintenance, and merchandising activities, including tire related stocking
- Ensure that service equipment is in proper working order and housekeeping standards are followed
- Follow all policies and procedures related to all point of sale (POS) transactions, inventory integrity, reverse logistics, cash, credit, check, refund and return policies and purchase for re-sale parts (OP) procurement and vendor payment practices
- Work with the management team to react to customer service issues, customer complaints, and/or business opportunities
- Drives sales goals for the service center operation, both through personal engagement with customers and by observing and coaching the advisors on their customer interactions
- Assist the Store Manager of Service in training and coaching service selling associates on "Pep Boys Customer Care Process," Courtesy Vehicle Inspections (CVIs), and general operation of store systems
- Performs CVIs and other service-related tasks as qualified and directed
- Assist in monitoring the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety
- Help with the day-to-day operations of the back shop, such as ensuring that the service staff complete CVIs through associate observations
- Partner with Management to produce a safe and health work environment that complies with all local, state, and federal laws, as well as with company policies and procedures
- Effectively communicates with all store associates, management, and customers
- In the absence of any management, the Assistant Service Manager will act as the primary supervisor for the store staff, observing and coordinating operational activities
- Key holder and responsible for basic and detailed opening and closing responsibilities
- Maintain an organized and neat shop
- Adhere to all company policies, procedures, safety and environmental rules.
Parts Manager
Pep Boys Auto Parts & Service
12.2011 - 12.2012
- Key holder and responsible for basic and detailed opening and closing responsibilities
- Maintain and manage auto parts store on a daily basis
- Display auto parts merchandise in an organized manner
- Attend on customers and meet their requirements
- Maintain and manage inventory of auto parts
- Replenish the auto parts that are sold out
- Supervise and manage associates selling auto parts
- Develop internal and external customer relationships
- Negotiate, interact and manage relationships with auto parts vendors.
Education
The University of Texas-Rio Grande
Edinburg, TXHigh School Diploma - undefined
Loy Norrix High School
Kalamazoo, MI2004
Skills
- Computer Skills- Working knowledge of software including ShopEx and Starlight with years of experience with software programs such as Microsoft Word, Excel, and Power Point
- Safety Policies and Procedures
- Employee Relationships
- Employee Retention
- Automotive Knowledge
- Complex Problem-Solving
- Operational Procedures
- Hiring and Training
- Loss Prevention Strategies
- Product and Service Sales
Certification
- C1 ASE Certification Automobile Service Consultant
- C1 ASE Certification Auto Maintenance and Light Repair: Expires 12/31/2022
Timeline
Service Manager
Pep Boys Automotive
06.2022 - Current
Fleet Sales Representative
Pep Boys Automotive
02.2022 - 06.2022
Business Development Manager
Pep Boys Automotive
04.2021 - 02.2022
Fleet Sales Representative
Pep Boys Automotive
06.2020 - 04.2021
Service Manager
Pep Boys Automotive
08.2018 - 06.2020
Service Manager
Pep Boys Auto Parts & Service
06.2014 - 08.2018
Assistant Service Manager
Pep Boys Auto Parts & Service
12.2012 - 06.2014
Parts Manager
Pep Boys Auto Parts & Service
12.2011 - 12.2012
The University of Texas-Rio Grande
High School Diploma - undefined
Loy Norrix High School
- C1 ASE Certification Automobile Service Consultant
- C1 ASE Certification Auto Maintenance and Light Repair: Expires 12/31/2022
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