Jeffrey Mayorga
Ocala,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Seasoned Service Manager bringing 30 years of Automotive experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated Management professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
30
30
years of professional experience
Work History
Service Manager
Gunther Kia
08.2022 - 04.2024
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- within the first year was able to increase dept. revenue and gross by 46%
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Service Director
Lorenzo Ford
11.2020 - 07.2022
- Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
- Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
- Spearheaded initiatives to increase customer loyalty through exceptional service experiences, driving repeat business and positive word-of-mouth referrals.
- Ensured compliance with industry regulations and standards, maintaining a safe working environment for staff and customers alike.
- Increased gross profit thru out the department by 35%
- Introduced innovative solutions to streamline internal processes which resulted in enhanced overall efficiency.
- Implemented training programs for staff development, enhancing skills and knowledge for improved overall performance.
Service Director
AutoNation Ford Miami
03.2015 - 11.2020
- Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
- Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
- got the store to be a top performer for the Eastern U.S.
- maintained high Customer Service Index.
- Increased dept. gross and maintained a 37% avg. year over year for my tenor.
- Spearheaded initiatives to increase customer loyalty through exceptional service experiences, driving repeat business and positive word-of-mouth referrals.
- Actively participated in recruitment drives to select skilled candidates who contributed positively to the organization''s growth.
Service Director
Doral Lincoln
01.2012 - 03.2015
- Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
- Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
- Implemented service process.
- Increased profitability in the dept.
- Monitored market trends and competitor strategies to ensure the company''s service offerings remained competitive and relevant.
- Resolved escalated client issues promptly and effectively by leveraging strong interpersonal skills and sound judgment in decision making processes.
- Monitored program performance and outcomes for successful delivery of services.
- Developed and implemented training programs for staff.
- Analyzed trends and data to inform decision-making and program development.
Service Advisor
Braman BMW Miami
01.2003 - 01.2012
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- became top service advisor with highest selling and Customer Service Index.
- top of the class in training Spartanburg BMW Plant.
- Acquired the training to be in service managment.
Service Advisor
Sunshine Ford/AutoNation Ford Miami
03.1994 - 01.2003
- Developed estimates by costing materials, supplies, and labor.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- became top service advisor in sales and was ranked #1 in region with Ford for Customer Service Index.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to offer additional support and check resolution satisfaction.
Education
High School Diploma -
Miami High School
Miami06.1984
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Critical Thinking
- Reliable and Responsible
- Employee Training and Development
- Customer Service Management
- Time Management
- Conflict Resolution
- Goal-Oriented
- Workflow Management
- Team Collaboration and Leadership
- Trustworthy and Honest
- Employee Relations
- KPI Monitoring
- Quality Assurance
- Workplace Safety
- Documentation And Reporting
- Crew Leadership
- Employee Supervision
- Outgoing and Energetic
- Operational Efficiency
- Work Planning and Prioritization
- Staff Motivation
- New Employee Hiring
- Policy and Procedure Enforcement
- Service Documentation
- Staff Management
- Service Quality Management
- Goal Setting
- Continuous Improvement
- Interpersonal Relationships
- Quality Control
- Coaching and Mentoring
- Staff Training and Development
- Culture development
- Shift Scheduling
- Service Delivery Optimization
- Client Retention Strategies
- Budget Control
- Performance Evaluations
- Regulations Compliance
- Revenue Generation
- Upselling
- Leadership Development
Timeline
Service Manager
Gunther Kia
08.2022 - 04.2024
Service Director
Lorenzo Ford
11.2020 - 07.2022
Service Director
AutoNation Ford Miami
03.2015 - 11.2020
Service Director
Doral Lincoln
01.2012 - 03.2015
Service Advisor
Braman BMW Miami
01.2003 - 01.2012
Service Advisor
Sunshine Ford/AutoNation Ford Miami
03.1994 - 01.2003
High School Diploma -
Miami High School
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