James Houck
Granbury
Summary
Results-driven professional with over 10 years of experience, demonstrating a positive attitude and genuine passion for providing high-quality advice and guidance to clients. Consistently identifies customer needs, resolves conflicts, and builds strong relationships. Excellent problem-solving skills, combined with effective communication and interpersonal abilities.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior BCP Advisor
HOLT CAT
10.2021 - Current
- Identified and mitigated project bottlenecks using process mapping, and capacity planning, ensuring streamlined workflow, and enhanced overall project delivery
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Served as key liaison between technical team and clients, addressing complex issues to achieve significant increase in client satisfaction
- Collaborated with shop supervisor and team members to keep a refined backlog, improving task prioritization and reducing project delays
- Liaised with sales, service, and management teams to develop solutions and accomplish shared objectives
- Effectively create, manage, and close high volume of repair orders.
Senior Service Advisor
Land Rover North America
04.2017 - 10.2021
- Fostered an outstanding customer experience for all clients by ensuring production management, supervising the service team, and exceeding quality standards, resulting in 35% increase in customer surveys over the course of a year
- Built strong relationships with individual and business customers, resolving issues, and enhancing customer retention
- Identified root issues and removed performance roadblocks, boosting productivity in collaboration with team members
- Tracked and monitored critical KPIs, such as gross profit, effective labor rate, and technician billable hours, driving significant increases in overall performance, efficiency, and profitability.
Assistant General Manager
TravelCenters of America
02.2014 - 04.2017
- Implemented servant leadership approach to supervise employees, driving notable increase in employee efficacy
- Conducted post-event evaluations to identify opportunities for process improvement and attain measurable outcomes
- Optimized communications between service teams and customers, increasing customer satisfaction surveys by 20%
Education
High School Diploma -
Lipan High School
Lipan, TX2014
Skills
- Excellent Communication
- Critical Thinking
- Negotiation
- Quality Control
- Relationship Development
- Account Management
- Customer Relations
- Team Collaboration
- Adaptability
- Time Management
Certification
- Principles of Persuasion
- DiSC ll : Behaviors & Motivators
- Conflict Resolution
- Agile Project Management
- Values Based Leadership
- Professional Scrum Master
- Master Service Advisor
Timeline
Senior BCP Advisor
HOLT CAT
10.2021 - Current
Senior Service Advisor
Land Rover North America
04.2017 - 10.2021
Assistant General Manager
TravelCenters of America
02.2014 - 04.2017
High School Diploma -
Lipan High School