JENNIFER MASSE
WARWICK
Summary
Experienced Service Manager known for optimizing workflows and driving service excellence. Strong background in training staff to achieve compliance and enhance customer satisfaction, ready to leverage expertise for impactful improvements. Ready to use my vast knowledge of GM warranty policies and procedures, as well as my field experience, to make an impact.
Overview
34
34
years of professional experience
Work History
Service Manager
Herb Chambers Cadillac Alfa Romeo Maserati
Warwick
07.2024 - Current
- Managed service team to elevate customer satisfaction and efficiency.
- Coordinated repair schedules to optimize workflow and resource utilization.
- Implemented comprehensive training programs for new staff, ensuring 100% STS compliance.
- Resolved customer complaints promptly to enhance service experience.
- Oversaw adherence to company policies, as well as manufacturer policies, across all three brands.
- Conducted regular team meetings to review customer feedback and operational objectives.
- Collaborated with sales and marketing teams to create effective service promotions.
- Coded and closed warranty repair orders for all three brands.
- Worked with the used car department, sales department and accounting to facilitate timely repairs and payments
Service Manager
Hurd Chevrolet GMC Buick
Johnston
03.2022 - 06.2024
- Developed service policies to ensure compliance with industry standards.
- Implemented training programs for new service staff and technicians.
- Maintained minimum 100 %STS.
- Resolved customer complaints in a timely manner.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Motivated and supported employees to maintain low turnover.
- Hired and trained service department staff to drive performance.
- Adhered to customer service standards to foster satisfaction and retention.
- Evaluated service processes to identify areas for improvement and innovation.
- Processed warranty claims and ensured adherence to policies and procedures, as well as reducing warranty waste.
Assistant Service Manager/Dispatcher/Warranty Administrator
Herb Chambers Cadillac Of Warwick
Warwick
09.2019 - 02.2022
- Assisted in managing service department operations and customer interactions.
- Coordinated scheduling for service appointments and technician assignments.
- Collaborated with technicians to resolve complex service issues efficiently.
- Assigned tasks to technicians based on their skill level and experience.
- Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.
- Worked closely with sales team to ensure proper warranty coverage was being applied when necessary.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Monitored technician performance and provided feedback on areas needing improvement.
- Analyzed data from previous repair jobs to identify trends in common problems or malfunctions that could be addressed proactively.
- Facilitated communication between the service department and other company divisions.
- Created employee work schedules to keep shifts properly staffed.
- Processed warranty claims to ensure adherence to policies and procedures.
Service Manager/Warranty Administrator
Paul Masse Chevrolet Buick GMC
North Kingstown
09.2007 - 03.2019
- Processed all warranties for the four Paul Masse locations throughout Rhode Island.
- Oversaw two buy/sell occurrences.
- Filled in as Service Manager when needed due to staffing.
- I became the Service Manager of the Buick GMC dealership in 2016.
- Maintained customer service standards.
- Maintained a minimum of 100% STS.
- Managed daily operations of service department ensuring efficient workflow.
- Supervised service technicians promoting high-quality repairs and customer satisfaction.
- Trained new staff on service procedures and customer interaction techniques.
- Developed strong relationships with customers addressing their concerns promptly.
- Motivated and supported employees to maintain low turnover.
Service Advisor/Warranty Administrator
Herb Chambers Cadillac
Providence
01.2001 - 08.2007
- Assisted customers in understanding service options and recommendations.
- Communicated with technicians to relay customer concerns and service needs.
- Prepared detailed service estimates based on vehicle inspections and customer input.
- Promptly responded to customer inquiries via phone, email or in person.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Greeted customers and addressed their needs in a professional manner.
- Upsold additional products or services when appropriate.
- Participated in ongoing training activities related to automotive technology advancements.
- Processed all warranty repair orders in a timely manner.
Market Manager/Regional Field Trainer
Safelite Auto Glass
Warwick
01.1992 - 01.2000
- Collaborated with cross-functional teams to enhance service offerings and customer satisfaction.
- Developed training programs for staff to improve product knowledge and service excellence.
- Reduced and controlled expenses by improving resource allocation.
- Increased profits through effective sales training and troubleshooting profit loss areas.
- Set department standards for customer service, employee relations and overall profitability.
- Coordinated employee training programs, workshops and seminars.
- Drafted and maintained training manuals for call centers, store locations, and dispatch centers.
- I traveled throughout New England, New York, New Jersey, and San Antonio, TX, to open new facilities, including the installation of all equipment, warehouse and call center layouts, and the hiring and training of new staff to ensure compliance with company and industry standards.
Education
Management Certificate - Business Administration And Management
Brown University
Providence, RI05-1990
High School Diploma -
St Andrew's School
Barrington, RI05-1987
Skills
- Customer service
- Warranty administration
- Staff training
- Workflow optimization
- Service policy development
- Problem solving
- Effective communication
- Team leadership
- Conflict resolution
- Performance evaluation
- Process improvement
- Multitasking and organization
- Staff supervision
- Service documentation
- Time management
- Analytical thinking
- Waste control
- Interpersonal relationships
- Goal oriented
- Coaching and mentoring
Timeline
Service Manager
Herb Chambers Cadillac Alfa Romeo Maserati
07.2024 - Current
Service Manager
Hurd Chevrolet GMC Buick
03.2022 - 06.2024
Assistant Service Manager/Dispatcher/Warranty Administrator
Herb Chambers Cadillac Of Warwick
09.2019 - 02.2022
Service Manager/Warranty Administrator
Paul Masse Chevrolet Buick GMC
09.2007 - 03.2019
Service Advisor/Warranty Administrator
Herb Chambers Cadillac
01.2001 - 08.2007
Market Manager/Regional Field Trainer
Safelite Auto Glass
01.1992 - 01.2000
Management Certificate - Business Administration And Management
Brown University
High School Diploma -
St Andrew's School