James ( Mike) Fitzgerald
Goshen,CT
Summary
Automotive Service Manager with 14 years of experience ensuring efficient and timely services to customers for vehicle repair and maintenance. Demonstrated ability to manage the administration of a full-service automotive service department Competent knowledge of functioning of automobiles, parts and repair. Outstanding communication and organizational skills. Highly adept in managing and motivating a culturally-diverse workforce. Great coaching skills and team building.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Service Manager
Hoffman Lexus
East Hartford, CT
04.2023 - Current
- Resolved customer complaints quickly and effectively.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Established key performance indicators (KPIs) for the service team to measure success and productivity.
- Monitored and analyzed service metrics to identify trends and areas for improvement.
- Resolved customer complaints in a timely manner.
Service BDC Manager
Hoffman Auto Group
West Simsbury, CT
04.2019 - 04.2023
- Developed policies and procedures related to the BDC operations.
- Monitored incoming telephone calls, emails, and other communication channels for inquiries from potential customers.
- Reviewed performance metrics regularly to monitor progress against
- Participated in regular meetings with senior management to discuss opportunities for improvement within the BDC operations.
Service Manager
Hoffman Toyota
West Simsbury, CONNECTICUT
05.2018 - 04.2023
- Developed and monitored budgets for service department and informed dealership management of variances. Monitor all ASM sales numbers daily. Coached and mentored staff. Assisted other departments with management projects.
- Defined department objectives and monitored performance.
- Effectively communicated and analyzed issues with customers to provide satisfactory solutions.
- Collaborated with customers to discuss service needs and offer available solutions.
- Directed team of service professionals focused on customer service.
- Established and oversaw department budgets for expenditures, materials and labor.
- Oversaw service department budget and informed management of discrepancies.
- Hired, trained, developed and monitored performance of service department staff.
- Enforced adherence to customer service standards to foster satisfaction and retention.
- Forecasted goals and objectives for department and monitored employees' task progression for adherence to deadlines.
- Monitored employee performance through effective data analysis of efficiency and key metrics.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Communicated changes from management to inform and educate department employees.
Assistant Service Manager
Hoffman Toyota
West Simsbury, CONNECTICUT
07.2012 - 05.2018
- Enforced adherence to customer service standards to foster satisfaction and retention.
- Defined department objectives and monitored performance.
- Set schedules, implemented new policies and worked with managers to optimize operational procedures and establish clear objectives.
- Developed and implemented account-specific strategies to facilitate revenue growth.
- Mentored and coached junior staff members by giving positive feedback and constructive criticism.
- Selected and negotiated contracts with supply vendors to obtain top-notch pricing on materials and items.
- Resolved issues regarding customer complaints and escalated worsening concerns to Service manager for remediation.
Service Advisor
Hoffman Toyota
West Simsbury, CONNECTICUT
01.2011 - 07.2012
- Assisted 15 to 20 customers per day, greeting with upbeat attitude and smile.
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
- Achieved high sales percentage with consultative, value-focused customer service approach.
- Exceeded team goals and collaborated with staff to implement customer service initiatives.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
Property Management
12 Steps LLC
Torrington, CT
02.2001 - 02.2012
- Oversaw daily operations, maintenance and administration of various properties.
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Coordinated general maintenance and major repairs to keep facilities operational and attractive.
- Developed and implemented strategic plan for property management.
- Liaised between company and owners to address and remedy ongoing concerns.
Salesperson
Courtesy Dodge
Taftville, CT
04.1997 - 01.2001
- Attracted and fostered leads through referrals and customer loyalty strategies.
- Increased sales month over month.
- Handled all truck fleet sales.
- Expanded client bases and built loyalty by establishing great relationships and delivering exemplary customer service.
Skills
- Sales management
- Negotiation
- Profit generation
- Needs analysis
- Customer care
- Sales presentations
- Project management
- Customer service skills
- Revenue generation
- Culture development
Certification
- Master Certification Lexus / Toyota
Accomplishments
- NADA
Timeline
Service Manager
Hoffman Lexus
04.2023 - Current
Service BDC Manager
Hoffman Auto Group
04.2019 - 04.2023
Service Manager
Hoffman Toyota
05.2018 - 04.2023
Assistant Service Manager
Hoffman Toyota
07.2012 - 05.2018
Service Advisor
Hoffman Toyota
01.2011 - 07.2012
Property Management
12 Steps LLC
02.2001 - 02.2012
Salesperson
Courtesy Dodge
04.1997 - 01.2001
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