JAMES G. GIBBONS
Dover
Summary
Dynamic senior advisor with extensive experience in customer service and operational efficiency. Expertise in manufacturer warranties and team collaboration, driving impactful service delivery and customer satisfaction.
Overview
22
22
years of professional experience
Work History
Senior Advisor / Assistant to service director
Herb Chambers Group - BMW
Boston
01.2013 - Current
- Establishes and maintains positive working relationships with customers to encourage repeat and referral business. Utilizes adept problem-solving and communication skills to manage individual service challenges that meet the needs of the customer.
- Acts as liaison between technician team and customers to maintain high-quality service repairs and minimize comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
- Works closely with dealership management to foster a close team approach and collaborate on needed actions for improvement.
- Forecasts goals and objectives for the department and proactively implements approaches to meet them.
- Mentors and advises service advisor team on optimal procedures, resolutions, and approaches to optimize overall customer service experience.
- Engages directly with customers and warranty administrators to administer claims.
- Keeps current and knowledgeable on new products and changes to existing products, as well as regulations that affect service-related operations, such as hazardous waste disposal, etc.
- Collaborated with management to assess market trends and align service offerings with customer needs.
- Reviewed and streamlined service processes to reduce wait times and enhance operational efficiency.
- Led initiatives to improve service department workflows, resulting in increased productivity and morale.
- Utilized data analysis to monitor service metrics and implement corrective actions as needed.
- Provided expert guidance to service advisors on complex customer inquiries and technical issues.
- Developed training materials for onboarding new service team members to ensure consistency in service delivery.
- Ensured compliance with all manufacturer guidelines and warranty procedures to maintain service quality.
- Assisted in developing policies and procedures for providing high quality customer service.
- Monitored performance metrics related to customer service operations.
- Analyzed data from surveys and other sources to assess customer satisfaction levels.
Service Manager
Quirk Automotive Group - Kia
Quincy
01.2012 - 01.2013
- Established a new strong team of advisors and service technicians to increase customer satisfaction and dealership brand.
- Created goals and objectives for the department, which included an annual operating budget and a marketing plan to promote new and repeat business.
- Provided training on administrative policies and procedures for all department personnel. Encouraged technicians to keep their skills up to date through periodic technical training on new systems and components offered by automotive manufacturers.
- Keeping up to date on manufacturer warranty and policy procedures while serving as a liaison with the factory representatives.
- Maintaining the highest Customer Service Index (CSI) rating from customers by handling customer complaints immediately and according to dealership policy.
Service Advisor
Land Rover Jaguar of Norwood
Norwood
01.2010 - 01.2012
- Responsible for scheduling appointments, creating repair orders, and verifying completion of work orders.
- Worked with customers regarding technical questions and concerns via the phone and in person while delivering the highest level of customer service. Additional responsibilities involved up selling service work to customers and assisting technicians with warranty questions and concerns.
Service Manager
Central KIA
Norwood
01.2009 - 01.2010
- Oversee the management of the service department. Responsible for controlling costs, building loyal customer relationships, maintaining good employee relations, setting and obtaining sales and profit objectives, and maintaining service records.
- Hiring and supervising all service department personnel, as well as monitoring their performance in servicing customers.
- Daily oversight of costs and maintaining a well-managed operational budget while working to increase department profits.
Service Manager/Service Advisor
Herb Chambers Group - BMW
Boston
01.2008 - 01.2009
- Wrote and followed through with repair orders, scheduled appointments, assisted customers with technical questions on the phone and in person. Offered excellent customer service to customers assuring their highest level of satisfaction with their service experience.
Service Advisor
Infinity of Norwood
Norwood
01.2007 - 01.2008
- Wrote and followed through with repair orders, scheduled appointments, assisted customers with technical questions on the phone and in person. Also responsible for up selling necessary service work to customers; assisted technicians with warranty questions and concerns and customer follow-up and feedback.
- Warranty administrator to complete and process warranty claims, made necessary corrections, confirmed warranty to assure dollar amount is correct and maximized.
Service Advisor
Herb Chambers Group - BMW
Boston
01.2004 - 01.2007
- Wrote and followed through with repair orders, scheduled appointments, assisted customers with technical questions.
- Delivered excellent customer service to customers assuring highest level of satisfaction with their service experience.
Education
General Studies
Dedham Highschool
Dedham, MASkills
- Manufacturer Warranties & Procedures
- CDK XTime/ASR Pro
- ADP
- Microsoft Office
Awards
- Herb Chambers Masters of Excellence (2x)
- BMW600 Club
- BMW Certified Service Professional-Platinum level
Timeline
Senior Advisor / Assistant to service director
Herb Chambers Group - BMW
01.2013 - Current
Service Manager
Quirk Automotive Group - Kia
01.2012 - 01.2013
Service Advisor
Land Rover Jaguar of Norwood
01.2010 - 01.2012
Service Manager
Central KIA
01.2009 - 01.2010
Service Manager/Service Advisor
Herb Chambers Group - BMW
01.2008 - 01.2009
Service Advisor
Infinity of Norwood
01.2007 - 01.2008
Service Advisor
Herb Chambers Group - BMW
01.2004 - 01.2007
General Studies
Dedham Highschool