Janet Mintier

• Assist fleet managers with the repair of their vehicles. Work hand in hand with city, state, and independently owned fleets.

• Book repair orders and follow Ford warranty guidelines.
• Train new and existing employees on customer service best practices to improve overall customer handling skills.
• Build and maintain relationships with clients to provide ongoing support.
• Facilitate communication and collaboration between departments to help business function smoothly.
• Maintain a 5 out of 5 customer satisfaction score.

• Maintained high customer satisfaction standards to meet or exceed targets. Maintained a spot in the top 10% in the region.
• Pleasantly greeted customers and asked open-ended questions to better determine needs.
• Examined service history and provided initial inspection of vehicle to identify issues.
• Developed estimates by costing materials, supplies, and labor.
• Suggested add-on services that would be helpful to customers and improve bottom line.
• Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
• Followed up with customers to offer additional support and check resolution satisfaction.

• Interacted with Tesla owners as they presented their vehicle for service.
• Gathered detailed information to pass on to the technicians to help their diagnosis and repair.
• Performed minor remote diagnosis utilizing vehicle logs and interpreted diagnostic results to provide accurate repair recommendations.
• Made sure all recorded concerns were being addressed and all outstanding work orders were closed with proper corrections and narratives.
• Followed up with the owners throughout the day regarding the progress of the service using the owner’s preferred method of contact.
• Created estimates and recommend services and/or repairs that are not covered by Tesla warranty.
• Explained all work performed with the owner before delivery or during pick-up.
• Ensured the owner’s concerns were taken care of and answered any questions he/she may have had.
• Assisted management with appointment planning and employee schedules.
• Trained new team members.
• Helped create new processes.
• Was part of the team that created, tested, and implemented the Service Center Application.
• Developed process improvements to enhance overall delivery of service.
• Followed up with customers to offer additional support and check resolution satisfaction.
• Handled customer issues with confidence, using complex problem solving to provide effective resolution.
• Educated customers regarding regular maintenance protocols to preserve vehicle condition.

• Helped build and develop the Apple Sport Imports Service Center from the bottom up.
• Established relationships and accounts with vendors and parts distributors.
• Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
• Monitored and evaluated supplier performance to maintain quality of parts.
• Stocked parts department with fast moving maintenance parts and fluids to service all makes and models.
• Hired technicians, tech assistants and service advisors.
• Ordered and maintained inventory of shop supplies.
• Price-checked local competitors to stay competitive in the market.
• Created a process for reconditioning pre-owned vehicles for resale
• Operations Manager for Rapid Recon program within the dealership.
• Documented processes for managing parts inventory and special-ordered parts in the CDK Dash DMS.
• Assisted the sister dealership management at Apple Sport Chevrolet, to train employees and create processes.
• Trained service advisors and tech assistants.
• Created service menus for all makes and models.
• Worked as Service Advisor, Parts Advisor, Booker, Cashier, Appointment Coordinator, Marketing Director, Service Manager and Janitor when needed.
• Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.

• Hired, trained and supervised team of service staff members to meet business goals.
• Established team priorities, maintained schedules and monitored performance.
• Coordinated internal and external training with manufacturer.
• Created all marketing for the service department.
• Built and maintained all maintenance menus.
• Performed audits of repair orders, warranty claims and invoices.
• Built reports in the company’s DMS (UCS) to track progress of service consultants and technicians.
• Worked with Parts Manager and Service Advisors to assure receipt and installation of special-ordered parts.
• Tracked loaner vehicle usage and turn-around time.
• Calculated weekly employee payroll.
• Wrote process documents.
• Service Clinic Planner/Organizer.
• Focused on CSI scores and customer service training.
• Monitored Key Performance Indicators regarding warranty, sales metrics, gross profit and net profit.
• Reviewed the 20-Group reports to compare dealer’s performance and gauge our opportunities for growth.
• Quality control for Certified Pre-owned Vehicles.
• Coordinated with other departments to maintain streamlined and productive workflow.
• Leveraged data and analytics to make informed decisions and drive business improvements.