Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
References
Timeline
Generic

Jeff Harris

Assistant Service Manager
Charlestown,IN

Summary

Experienced Assistant Service Manager with a proven track record in customer relationship management, scheduling optimization, and effective communication. Skilled in resolving customer complaints and training staff to enhance service delivery.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Assistant Service Manager

Jim O'Neal Ford
Sellersburg, Indiana
10.2006 - Current
  • Assisted management in coordinating daily service operations at a leading automotive dealership.
  • Supported customer inquiries and provided detailed information about service options.
  • Facilitated communication between service technicians and customers for efficient workflow.
  • Managed scheduling of service appointments to optimize shop efficiency and resource allocation.
  • Collaborated with parts department to ensure timely availability of necessary components.
  • Maintained accurate records of service transactions and customer interactions for reporting purposes.
  • Resolved customer complaints by offering solutions and ensuring satisfaction with services provided.
  • Assigned tasks to technicians based on their skill level and experience.
  • Worked closely with sales team to ensure proper warranty coverage was being applied when necessary.
  • Created written estimates and obtained customer consent to proceed.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Monitored technician performance and provided feedback on areas needing improvement.
  • Motivated and supported employees to maintain low turnover.
  • Ensured accurate documentation of customer service activities and maintained records of all customer interactions.
  • Developed new processes to improve efficiency and effectiveness of services offered by the organization.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Oversaw daily operations of the service department, including scheduling and workflow management.
  • Analyzed competitive offerings to ensure the service department remained competitive.
  • Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
  • Facilitated communication between the service department and other company divisions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed completed work to verify consistency, quality, and conformance.

Guest Service Manager

Drury Inn & Suites
Louisville, Kentucky
06.2004 - 07.2006
  • Managed daily operations of guest services team to ensure smooth functions.
  • Trained staff on customer service protocols and company policies.
  • Resolved guest complaints efficiently to enhance customer satisfaction.
  • Coordinated schedules and shifts for guest service representatives effectively.
  • Collaborated with other departments to streamline guest service processes effectively.
  • Prepared weekly schedules for all guest service personnel.
  • Maintained accurate records of all guest interactions, inquiries and complaints.
  • Monitored reservations to track incoming parties and special events.
  • Assisted in the recruitment, training and management of Guest Service staff.

Guest Service Manager

Best Western Hotel
Clarksville, Indiana
03.1999 - 06.2004
  • Trained staff on customer service protocols and company policies.
  • Resolved guest complaints efficiently to enhance customer satisfaction.
  • Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
  • Promoted loyalty by signing customers up for rewards program and encouraged repeat stays through exceptional service.
  • Built and maintained productive relationships with employees.
  • Delegated work to staff, setting priorities and goals.
  • Responded to and resolved guest issues or complaints.

Education

High School Diploma -

Silver Creek High School
Sellersburg, IN
05-1994

Some College (No Degree) - History

Indiana University, Southeast
New Albany, IN

Skills

  • Customer relationship management
  • Scheduling optimization
  • Problem solving
  • Effective communication
  • Customer service focus
  • Verbal and written communication
  • Multitasking and organization
  • Team leadership

Certification

  • Ford master certified advisor

Accomplishments

  • Top 10% service advisor performer in the region

Affiliations

  • Gardening
  • Growing plumeria trees
  • Fantasy football
  • Camping
  • Best of all my kids and grandbaby

References

References available upon request.

Timeline

Assistant Service Manager

Jim O'Neal Ford
10.2006 - Current

Guest Service Manager

Drury Inn & Suites
06.2004 - 07.2006

Guest Service Manager

Best Western Hotel
03.1999 - 06.2004

High School Diploma -

Silver Creek High School

Some College (No Degree) - History

Indiana University, Southeast

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