James Broadway
Lafayette,TN
Summary
Experienced Service Manager with a strong background in customer relationship management and operational leadership. Skilled in enhancing service delivery, streamlining operations, and improving customer satisfaction through effective team collaboration. Proven ability to train staff, implement safety compliance measures, and develop policies that reduce customer issues. Committed to driving process optimization and maintaining high standards in service quality.
Overview
23
23
years of professional experience
Work History
Service Manager
Firestone Complete Auto Care, BRO
Nashville, Tennessee
08.2022 - Current
- Oversaw daily operations of service department at premier auto care provider, ensuring high-quality service delivery.
- Coordinated customer automotive service appointments, enhancing scheduling efficiency and customer satisfaction.
- Conducted training sessions for staff on service protocols and customer communication.
- Ensured compliance with safety regulations and operational procedures, maintaining a safe and efficient service environment.
Service Manager
Firestone Complete Auto Care, BRO
Bowling Green, KY
08.2016 - 08.2022
- Managed daily operations of service department at leading auto care provider.
- Oversaw scheduling and coordination of automotive service appointments for customers.
- Resolved customer inquiries and complaints to enhance overall satisfaction experience.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Trained and mentored staff on service protocols and customer interaction strategies.
- Ensured compliance with safety standards and operational procedures in service area.
- Facilitated communication between technicians and customers regarding services performed.
Store Manager
Firestone Complete Auto Care, BRO
Cookeville, Tennessee
07.2014 - 08.2016
- Managed daily store operations and ensured compliance with company policies.
- Developed strategies to maximize sales and profitability.
- Implemented promotional strategies to drive sales and customer engagement.
- Monitored employee performance and provided constructive feedback regularly.
- Recruited, trained and supervised new employees.
- Coordinated scheduling to optimize staff coverage during peak hours.
- Created weekly work schedules for store personnel.
- Monitored inventory levels and placed orders to restock shelves.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Resolved customer complaints effectively to ensure satisfaction and loyalty.
- Established customer service standards and monitored staff compliance.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Ensured compliance with safety regulations and company policies.
- Maintained cleanliness and organization of the store environment consistently.
- Updated and maintained store signage and displays.
Service Manager
Firestone Complete Auto Care, BRO
Gallatin, Tennessee
07.2006 - 07.2014
- Managed daily operations of service department at leading auto care provider.
- Oversaw scheduling and coordination of automotive service appointments for customers.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Trained and mentored staff on service protocols and customer interaction strategies.
- Resolved customer inquiries and complaints to enhance overall satisfaction experience.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Ensured compliance with safety standards and operational procedures in service area.
Service Technician
Firestone Complete Auto Care, BRO
Gallatin, Tennessee
08.2003 - 07.2006
- Diagnosed vehicle issues using advanced diagnostic equipment and tools.
- Diagnosed problems and determined solutions for various customer issues.
- Performed routine maintenance including oil changes, tire rotations, and brake inspections.
- Installed and repaired tires, ensuring proper alignment and balance for optimal performance.
- Identified potential problems during routine inspections in order to prevent future breakdowns.
- Collaborated with team members to enhance workflow efficiency in service operations.
- Assisted in training new technicians on best practices and company protocols.
- Maintained a clean and organized workspace in accordance with safety standards.
Education
High School Diploma -
Portland High School
Portland, TN06-1989
Skills
- Service appointment coordination
- Customer relationship management
- Safety compliance
- Staff supervision
- Employee development programs
- Inventory management
- Workflow management
- Maintenance planning
- Operational strategy development
- Vehicle inspection
- Decision making
- Problem solving
- Time management
- Shift scheduling
Timeline
Service Manager
Firestone Complete Auto Care, BRO
08.2022 - Current
Service Manager
Firestone Complete Auto Care, BRO
08.2016 - 08.2022
Store Manager
Firestone Complete Auto Care, BRO
07.2014 - 08.2016
Service Manager
Firestone Complete Auto Care, BRO
07.2006 - 07.2014
Service Technician
Firestone Complete Auto Care, BRO
08.2003 - 07.2006
High School Diploma -
Portland High School