Jacob Casiano
Spokane,Washington
Summary
In short of 6 years, through mentoring and being mentored by my teams, I have managed to go from a "Vehicle Technician Journeyman" to dual-hatting as the Customer Service Manager and the Vehicle Maintenance Shop Manager. All thanks to the people I have learned from, I am the primary trainer for the technicians in my unit. I have monthly communications with all of our customers, streamlining any vehicle problems right to me, ensuring the quickest turnaround possible. In my shop we keep a rapport where everyone knows we can lean on each other for anything, which keeps moral high, and the quality of our work better than all competing shops.
Overview
5
5
years of professional experience
Work History
Vehicle Customer Service Manager
US Air Force Base
Fairchild Air Force Base, WA
04.2022 - Current
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Created and maintained comprehensive customer success documentation for internal and external use.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Developed comprehensive training materials that facilitated faster customer proficiency with the product.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Spearheaded cross-functional initiatives that resolved complex issues and ensured timely resolution for clients.
- Established performance metrics to evaluate team success, driving continuous improvement in service delivery.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Championed innovative solutions that empowered customers to optimize their use of the product or service effectively.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Implemented best practices in the realm of Customer Success Management, elevating company-wide standards.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Developed detailed plans based on broad guidance and direction.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
Vehicle Maintenance Shop Manager
US Air Force Base
Fairchild Air Force Base, WA
04.2022 - Current
- Improved vehicle performance by conducting thorough diagnostics and implementing necessary repairs.
- Enhanced customer satisfaction by providing timely and efficient maintenance services for their vehicles.
- Reduced repair times with proficient use of diagnostic tools and equipment for accurate problem identification.
- Increased shop efficiency by effectively managing work orders, prioritizing tasks, and maintaining a clean workspace.
- Collaborated with team members to complete complex repairs, resulting in successful resolutions for clients.
- Mentored junior technicians by sharing technical knowledge, fostering professional growth within the team.
- Performed routine maintenance tasks to ensure optimal vehicle functionality and longevity for customers.
- Maintained detailed records of completed repairs, ensuring accurate documentation and facilitating future services on client vehicles.
- Streamlined inventory management by efficiently tracking parts usage and promptly ordering necessary supplies as needed.
- Developed strong relationships with parts vendors, ensuring timely procurement of necessary components and minimizing wait times for customers.
- Achieved high levels of customer satisfaction by proactively addressing concerns and resolving issues in a professional manner.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Maintained awareness of vehicle market trends to assess customer demands and budgets.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Investigated customer complaints to identify cause of malfunctions.
- Enhanced vehicle lifespan by performing regular maintenance and repairs.
- Reduced downtime for fleet vehicles through efficient scheduling and execution of preventative maintenance tasks.
- Improved customer satisfaction by providing timely and accurate diagnostics for vehicle issues.
- Streamlined inventory management, maintaining adequate stock levels of parts and supplies for seamless service delivery.
- Collaborated with team members to complete complex repairs in a time-efficient manner, minimizing delays for clients.
- Kept detailed records of all completed work orders, contributing to organized documentation practices within the department.
- Delivered exceptional customer service, addressing client concerns promptly while explaining necessary repairs clearly and professionally.
- Consistently met or exceeded productivity goals by prioritizing tasks effectively during high-pressure situations.
- Trained and mentored new technicians, sharing best practices and technical knowledge to foster their professional development.
- Maintained safe working environment by enforcing adherence to safety and security protocols.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Vehicle Customer Service Shift Lead
US Air Force Base
Joint Base Elmendorf-Richardson, Alaska
01.2021 - 04.2022
- Trained new employees and delegated daily tasks and responsibilities.
- Trained and mentored new employees to maximize team performance.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Kept employees operating productively and working on task to meet business and customer needs.
- Helped store management meet standards of service and quality in daily operations.
- Enforced company policies and regulations with employees.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Enhanced customer satisfaction through effective conflict resolution and prompt service.
- Conducted regular team meetings to discuss progress, address concerns, and set goals for continued improvement.
- Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
- Mentored team members in professional development activities that ultimately led to promotions within the organization.
- Cultivated an inclusive workplace culture that fostered teamwork and collaboration among diverse employees.
- Supported upper management during critical decision-making processes by providing valuable insights based on firsthand experiences from shift operations.
- Developed creative solutions to operational challenges while balancing budgetary constraints against desired outcomes.
- Resolved conflicts between employees to maintain positive and productive work environments.
Vehicle Technician Shop Shift Lead
US Air Force Base
Al Udeid, Qatar
08.2020 - 01.2021
- Improved vehicle performance by conducting thorough diagnostics and implementing necessary repairs.
- Enhanced customer satisfaction by providing timely and efficient maintenance services for their vehicles.
- Increased shop efficiency by effectively managing work orders, prioritizing tasks, and maintaining a clean workspace.
- Collaborated with team members to complete complex repairs, resulting in successful resolutions for clients.
- Mentored junior technicians by sharing technical knowledge, fostering professional growth within the team.
- Performed routine maintenance tasks to ensure optimal vehicle functionality and longevity for customers.
- Maintained detailed records of completed repairs, ensuring accurate documentation and facilitating future services on client vehicles.
- Exceeded customer expectations through exceptional communication skills, explaining complex repair processes in easily understandable terms.
- Troubleshot electrical systems to identify malfunctions effectively and implement appropriate solutions swiftly.
- Provided exceptional service to fleet accounts by maintaining scheduled intervals of preventative maintenance for optimal vehicle performance across the entire fleet.
- Assisted customers in making informed decisions regarding their vehicle''s care by offering sound advice based on extensive experience within the automotive industry.
- Delivered quality workmanship consistently while following manufacturer guidelines when performing warranty-related repairs.
- Minimized downtime for clients with commercial vehicles through quick response times and expedited service offerings.
- Developed strong relationships with parts vendors, ensuring timely procurement of necessary components and minimizing wait times for customers.
- Achieved high levels of customer satisfaction by proactively addressing concerns and resolving issues in a professional manner.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
- Analyzed and located malfunctions in brakes, motors, switches, and control systems.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Maintained accurate records of time and materials required to perform repairs and service.
Vehicle Customer Service
US Air Force Base
Joint Base Elmendorf-Richardson, Alaska
08.2019 - 08.2020
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Streamlined workflow processes for improved productivity and better overall service delivery to clients.
- Maintained detailed records of customer interactions, enabling tailored communication and personalized support.
- Developed strong relationships with customers by actively listening, understanding their needs, and providing relevant solutions.
- Reduced response times by creating a comprehensive knowledge base for quick reference during customer interactions.
- Monitored customer feedback channels to identify trends or recurring issues that require attention from the management team.
- Spearheaded initiatives focused on enhancing team morale which resulted in higher employee retention rates within the department.
- Managed complex scheduling tasks such as arranging appointments or coordinating special deliveries according to specified timeframes.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Updated customer service database with new information, address changes and contact details.
- Collaborated with customer service department to discuss new ways to alleviate service issues and computer errors.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Interceded between employees during arguments and diffused tense situations.
Vehicle Technician
US Air Force Base
Joint Base Elmendorf-Richardson
03.2019 - 08.2020
- Improved vehicle performance by conducting thorough diagnostics and implementing necessary repairs.
- Enhanced customer satisfaction by providing timely and efficient maintenance services for their vehicles.
- Reduced repair times with proficient use of diagnostic tools and equipment for accurate problem identification.
- Collaborated with team members to complete complex repairs, resulting in successful resolutions for clients.
- Contributed to a safe work environment by adhering to established safety protocols and procedures during all repair processes.
- Performed routine maintenance tasks to ensure optimal vehicle functionality and longevity for customers.
- Exceeded customer expectations through exceptional communication skills, explaining complex repair processes in easily understandable terms.
- Stayed current on industry trends and advancements through regular participation in training sessions, seminars, and workshops, enhancing technical expertise.
- Troubleshot electrical systems to identify malfunctions effectively and implement appropriate solutions swiftly.
- Demonstrated proficiency in utilizing specialized tools for precise adjustments during suspension alignments or brake servicing tasks.
- Minimized downtime for clients with commercial vehicles through quick response times and expedited service offerings.
- Achieved high levels of customer satisfaction by proactively addressing concerns and resolving issues in a professional manner.
- Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
- Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Analyzed and located malfunctions in brakes, motors, switches, and control systems.
- Replaced damaged, missing, or defective parts with new and refurbished components.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees, and online knowledge bases.
- Checked brake systems and determined need of pad replacement, disc turning or other maintenance requirements.
- Tuned automotive systems and components to optimize functionality and prolong life of each piece.
- Repaired and replaced worn and damaged components.
- Read and followed technical documentation to complete accurate repairs.
Education
No Degree - Advanced Vehicle Maintenance
Interservice Mechanical School
Port Hueneme Naval Base, CA02.2019
High School Diploma -
Clinton High School
Clinton, MA05.2017
Skills
- Staffing Coordination
- Workflow Management
- Training and Mentoring
- Project Management
- Quality Assurance
- Customer Service
- Relationship Building
- Conflict Management
- Problem-Solving
- Team Leadership
Timeline
Vehicle Customer Service Manager
US Air Force Base
04.2022 - Current
Vehicle Maintenance Shop Manager
US Air Force Base
04.2022 - Current
Vehicle Customer Service Shift Lead
US Air Force Base
01.2021 - 04.2022
Vehicle Technician Shop Shift Lead
US Air Force Base
08.2020 - 01.2021
Vehicle Customer Service
US Air Force Base
08.2019 - 08.2020
Vehicle Technician
US Air Force Base
03.2019 - 08.2020
No Degree - Advanced Vehicle Maintenance
Interservice Mechanical School
High School Diploma -
Clinton High School