Jackie Adkins
Danville,WV
Summary
Results-oriented, Goal-driven Assistant Service Manager/Sales Consultant known for productivity and efficiency in completing tasks. Possess specialized skills in customer service management, operational oversight, and team leadership. Excel at communication, problem-solving, and adaptability, ensuring seamless service delivery and enhanced client satisfaction. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with federal, state, and local regulations that affect service operations.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Assistant Service Manager
Moses Auto Group
Charleston, WV
05.2020 - Current
- Assigned tasks to technicians based on their skill level and experience.
- Analyzed data from previous repair jobs to identify trends in common problems or malfunctions that could be addressed proactively.
- Implemented strategies to increase customer loyalty and retention rates.
- Ensured accurate documentation of customer service activities and maintained records of all customer interactions.
- Created training plans for new employees entering the service department.
- Developed procedures for documenting customer complaints, tracking resolution efforts, and providing follow-up communication.
- Monitored technician performance and provided feedback on areas needing improvement.
- Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.
- Collaborated with customers to offer solutions to service needs.
- Adhered to customer service standards to foster satisfaction and retention.
- Defined department goals and monitored performance to direct and enhance daily operations.
- Created written estimates and obtained customer consent to proceed.
- Hired and trained service department staff to drive performance.
- Analyzed competitive offerings to ensure the service department remained competitive.
- Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Addressed customer questions and concerns regarding products and services.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Customer Solutions Specialist II
Cox Automotive
Atlanta, GA
01.2020 - 05.2020
- Conducted a thorough assessment of vehicle conditions following the Manhiem Express inspection process.
- Performed basic mechanical checks on vehicles including, powertrain, drivetrain, and electrical components.
- Developed and strengthened relationships with dealers over the phone and in person through planned contact and meetings.
- Informed and educated dealers of changes in auction policies and procedures.
- Worked with dealers to ensure a consistent and effective online auction experience.
- Listed and published all data taken on site to the online auction platform.
- Reviewed dealer's performance and recommended solutions for improving online sales.
Service Manager
Tim Short Acura
South Charleston, WV
08.2019 - 11.2019
- Created standard operating procedures for all service functions.
- Analyzed existing processes for potential cost savings initiatives.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Resolved customer complaints in a timely manner.
- Monitored service performance metrics to identify areas of improvement.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Hired and trained service department staff to drive performance.
- Created employee work schedules to keep shifts properly staffed.
- Developed and implemented service protocols to enhance operational efficiency.
- Oversaw daily operations of the service department, including scheduling and workflow management.
Sales Associate
Bridgeport Equipment
Charleston, WV
08.2018 - 08.2019
- Provided accurate information about products, prices and services.
- Developed promotional strategies to increase sales volume.
- Greeted customers and provided exceptional customer service.
- Demonstrated product features and benefits for customers' needs.
- Negotiated loan terms, conditions, and interest rates with customers.
- Reviewed contracts to verify accuracy of information prior to submission to lenders or third parties.
Automotive Sales Consultant/Commercial Accounts Manager
Thornhill Auto Group
Chapmanville, WV
10.2011 - 08.2018
- Greeted customers and identified their automotive needs.
- Arranged test drives for potential buyers, emphasizing key features of the vehicles being tested.
- Answered customer inquiries regarding vehicle availability, specifications, financing terms.
- Provided product information, features, and benefits to customers.
- Generated leads through cold calling prospective clients.
- Maintained up-to-date knowledge of new products and services offered by the dealership.
- Conducted follow-up calls to ensure customer satisfaction after vehicle purchase.
- Developed relationships with customers by providing excellent customer service.
- Organized promotional events to increase brand awareness within the community (Ford Drive 4 UR School).
- Participated in trade shows and conventions showcasing dealership's inventory.
- Scheduled automotive deliveries with vendors and customers.
Automotive Sales Consultant
Stephens Auto Center
Danville, WV
04.2008 - 09.2011
Automotive Sales Consultant
White Dodge/Kia
South Charleston, WV
02.2005 - 04.2008
Automotive Sales Consultant
Bert Wolfe Ford
Charleston, WV
08.2004 - 02.2005
Assistant Manager
Burger King
Logan, WV
03.2002 - 08.2004
- Supervised daily operations including scheduling shifts, assigning duties.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
- Bank Deposits
Education
Associate of Applied Science - Accounting
Southern West Virginia Community And Technical College
Mount Gay, WV01-2000
Skills
- Customer Service
- Strategic business planning
- Customer Service Management
- New Employee Hiring
- Performance Evaluations
- Relationship Building
- Employee Training and Development
- Estimating and Quoting
- Policy and Procedure Enforcement
- Conflict Resolution
- Staff Supervision
- Workplace Safety
- Proficient in Microsoft Office
- Various CRM and DMS Systems
- Service Scheduling
- Service Order Flow
- Employee Supervision
Certification
- GM Certified Service Manager
- GM Mark of Excellence Award
- West Virginia State Inspection License
References
References available upon request.
Timeline
Assistant Service Manager
Moses Auto Group
05.2020 - Current
Customer Solutions Specialist II
Cox Automotive
01.2020 - 05.2020
Service Manager
Tim Short Acura
08.2019 - 11.2019
Sales Associate
Bridgeport Equipment
08.2018 - 08.2019
Automotive Sales Consultant/Commercial Accounts Manager
Thornhill Auto Group
10.2011 - 08.2018
Automotive Sales Consultant
Stephens Auto Center
04.2008 - 09.2011
Automotive Sales Consultant
White Dodge/Kia
02.2005 - 04.2008
Automotive Sales Consultant
Bert Wolfe Ford
08.2004 - 02.2005
Assistant Manager
Burger King
03.2002 - 08.2004
Associate of Applied Science - Accounting
Southern West Virginia Community And Technical College
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