Jeannie Lay
Macedon
Summary
Agile and adaptable staff leader with stellar work history in both the parts and service industry. Motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
I am looking to continue my career in the automotive Service Management industry where both employee engagement and customer satisfaction are priorities! I would love to work for a family owned company where a handshake still means something!
Overview
32
32
years of professional experience
Work History
Parts Manager
Regional International
05.2023 - Current
- Rearranged parts department to better serve changing trends and keep workspaces organized.
- Conducted regular audits on inventory levels, ensuring accuracy and preventing discrepancies between physical counts and system records.
- Identified areas of inefficiency within the department and developed targeted solutions to address these issues, resulting in cost savings and improved processes.
- Implemented quality control measures for incoming parts to reduce return rates and improve overall product quality.
- Mitigated financial discrepancies by managing inventory, damaged goods and backorders.
- Developed and implemented new procedures for improving inventory control and reducing time required locating parts by modifying part numbers and locations.
- Assisted in the development of annual budgets for the department based on historical data analysis and projected needs, aligning financial resources with strategic goals.
- Worked to identify new parts sourcing opportunities, expanding product offerings.
- Monitored and evaluated supplier performance to maintain quality of parts.
- Ordered parts for customers, repair shops and Fleets of all sizes for for use in Heavy Duty Truck Repair.
- Located new vendors with better costs per unit and set up favorable terms and pricing structures to reduce company expenses.
- Developed strong relationships with suppliers to negotiate better pricing, ultimately reducing costs for the company.
- Collaborated with service managers to ensure timely completion of repairs and maintenance, increasing overall customer satisfaction.
- Boosted customer satisfaction by establishing rapid response system for parts inquiries and orders.
- Provided excellent customer service by assisting customers with locating specific parts or guiding them through the ordering process.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Supervised and trained staff on product knowledge and customer service.
- Ensured compliance with all relevant safety regulations within the parts department by conducting regular inspections and maintaining proper documentation.
- Created detailed reports on department performance for upper management review, identifying areas of improvement and growth opportunities.
Self Employed
PC Holdings 5, Inc
07.2014 - 05.2023
- Partnered in a Heavy Duty Spring & Suspension repair shop and Retail Parts Distribution.
- Performed all daily duties that pertained to all aspects of from overseeing three heavy duty repair shops, three retail parts stores, and all of the administrative duties that go with business ownership.
- PARTS: Ordered parts for multiple locations. Set up customer pricing. Set up vendor contracts to purchase parts. Oversaw all customer satisfaction issues. Trained counter staff and on the road sales staff. Scheduled maintenance on all delivery vehicles. Worked with employees on inventory control. Streamlined all three stores to operate the same in three separate markets
- SERVICE: Helped to train managers and service writers on building relationships with customers. Set up fleet maintenance intervals for customers. Helped with identifying issues with repairs and bay management. Worked with streamlining all three stores to accurately record Complaint, Cause and Correction on work orders as well as follow the NYS Repair laws. Set up all three NYSVIP3 Inspection machines. Set up training itineraries for incoming technicians. When the Rochester location in 2016, I primarily worked from that location so that I could manage that facility to insure its full potential.
- Business Administration: All aspects of accounting (Payables, Receivables, Payroll, Tax preparation) Interviewed prospective employees. Hired/Fired employees as needed. Performed all annual reviews. Scheduled training for all employees. Purchased insurance for the business. Worked to maintain an OSHA compliant facility.
- I sold my shares in the company in 2023.
Parts & Service Manager
Vision Kia Of Canandaigua
01.2013 - 07.2014
- I came in as the Parts Manager for the Vision Kia of Canandaigua location to help them move all parts and settle into a new location. Performed all ordering of parts. Worked with the Warranty Administrator to assist in obtaining all information required to submit parts warranty claims. Helped to identify needed parts for customers over the counter as well as to the Kia repair shop.
- I moved to the Service Manager position in March of 2013. I worked with the service writers to properly write repair orders for each customer as well as how to schedule the work efficiently. Dispatched the work to the shop. Looked over repair orders for completion and helped to QC all vehicles as they went out the door. I oversaw 7-10 technicians and 2 service writers.
Assistant Service Manager
Dorschel Volkswagen
03.2011 - 01.2013
- Met with customers to discuss service needs and develop a plan for service maintenance and appropriate repair solutions.
- Analyzed trends in customer feedback data to identify areas for improvement in service offerings or internal processes.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of five technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Completely and accurately detail customer complaints, dispatch the job to a technician, work up a detailed quoteeee (often using the "Need now and will need next visit" approach.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
Self Employed
Farmington Service
01.1993 - 07.2012
- Worked with my husband in all aspects of running an automotive repair shop and towing service.
- Dispatched tow trucks 24 hours a day for both light and heavy towing.
- Accounts Payable/Accounts Receivable/Tax Preparation.
- Billed all auto clubs
- Performed hiring and firing of employees.
- Scheduled training for employees.
- Answered telephone calls from customers and schedule appointments for service work.
- Dispatch work orders to the appropriate technicians.
- Quoted and received authorization for repairs.
- Went over completed invoices with customers at vehicle pick up.
- Worked to maintain an OSHA compliant work place.
- Repossessed collateral for various banks in the area, clean and send to auction.
- Worked to achieve a positive work environment and a high level of customer service.
Service Writer
Genessee Valley Chrysler Dodge Jeep
01.2010 - 03.2011
- Increased repeat business with exceptional customer service skills and follow-up calls to ensure satisfaction.
- Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
- Improved customer satisfaction by providing timely and accurate service estimates.
- Addressed customer concerns promptly and professionally, fostering trust and loyalty among clientele.
- Logged work orders and change orders into ADP database to track job status.
- Enhanced communication between technicians and customers by acting as a liaison, resulting in clear expectations and better understanding of repair services.
- Ensured accurate documentation of completed repairs, aiding in the maintenance of detailed records for future reference.
- Presented different repair options to customers to help each person make appropriate choices.
- Contributed to team goals by upselling additional services based on customer needs, generating increased revenue.
- Responded proactively and positively to industry changes (Diesel Exhaust Fluid regulations were coming out)
Service Writer
Canandaigua Chrysler Dodge Jeep
11.2007 - 01.2010
- Developed customized preventative maintenance plans tailored to individual client needs, extending the lifespan of their vehicles while preventing costly future repairs.
- Logged work orders and change orders into ADP database to track job status.
- Consulted with customers to assess service requirements and produce accurate orders.
- Established a welcoming and professional environment in the service area, creating positive first impressions for customers upon arrival.
- Streamlined repair order processes for increased efficiency and productivity.
- Optimized workflow processes by assigning tasks based on technician expertise, ensuring efficient completion of repair jobs and maximizing resource utilization.
- Conferred with sales teams to schedule and price repair requirements for used and new vehicles.
- Participated in ongoing training programs to stay current with industry trends and best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Associate of Science - Social Work
CCFL (Currently Known As FLCC)
Canandaigua, NY05-1991
High School Diploma -
Canandaigua Academy
Canandaigua06-1989
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Time management
- Conflict resolution
- Workflow management
- Team collaboration and leadership
- Trustworthy and honest
- Employee relations
- Workplace safety
- Documentation and reporting
- Work Planning and Prioritization
- Staff motivation
- Staff management
- Service and parts teams management
- Rapport building
- Analytical thinking
- Client retention strategies
Timeline
Parts Manager
Regional International
05.2023 - Current
Self Employed
PC Holdings 5, Inc
07.2014 - 05.2023
Parts & Service Manager
Vision Kia Of Canandaigua
01.2013 - 07.2014
Assistant Service Manager
Dorschel Volkswagen
03.2011 - 01.2013
Service Writer
Genessee Valley Chrysler Dodge Jeep
01.2010 - 03.2011
Service Writer
Canandaigua Chrysler Dodge Jeep
11.2007 - 01.2010
Self Employed
Farmington Service
01.1993 - 07.2012
Associate of Science - Social Work
CCFL (Currently Known As FLCC)
High School Diploma -
Canandaigua Academy
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