JONATHAN HENDERSON
Clarksburg
Summary
Organized individual with proven success in delivering excellent customer service, promoting sales of services and creating successful sales plans. Possesses exceptional communication and organizational skills, a strong aptitude for problem solving and the ability to troubleshoot and diagnose complex automotive issues. Committed to providing excellent customer service and promoting a positive shopping experience.
Overview
7
7
years of professional experience
Work History
Service Manager
Mcclinton Chevrolet Mitsubishi
01.2024 - 12.2024
- 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.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Spearheaded digital transformation initiative, introducing new software tools to improve service scheduling and customer communication.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Service Advisor
Premier GMC
07.2023 - 11.2023
- Provided excellent customer service to all guests, demonstrating strong communication and problem-solving skills
- Scheduled service appointments for customers
- Advised customers on automotive maintenance and repair services
- Provided customers correct estimates of maintenance and repair costs
- Successfully maintained accurate records of customer visits, vehicle repairs and preventive maintenance services performed
- Educated customers on the importance of regular maintenance using manufacturer's guidelines as a reference
- Demonstrated proficiency in computer software programs used for tracking customer information, scheduling appointments, ordering parts and invoicing payment transactions
- Developed relationships with customers by providing professional advice on maintenance and repair services
Service Manager
Dan Cava GMC
03.2020 - 07.2023
- Communicated with customers in person and by phone to promote issue resolution and good customer service
- Delegated tasks to employees to effectively complete projects
- Provided exceptional customer service to ensure satisfaction and loyalty
- Resolved customer complaints quickly and effectively
- Recruited, trained, coached, mentored, and evaluated personnel in order to maximize their potentials
- Utilized problem solving skills to address challenges that arose during daily operations
Rental Car Manager
University Motors
08.2017 - 03.2020
- Drafted reports summarizing monthly revenue, expenses, and other performance indicators
- Resolved customer complaints in a timely manner while ensuring compliance with company policies and procedures
- Managed the maintenance and repair of rental cars, including scheduling appointments and handling paperwork
- Conducted regular audits to verify accuracy of fleet inventory records
- Implemented revenue strategies through statistical analysis
Service Advisor
University Motors
08.2017 - 03.2020
- Provided excellent customer service to all guests, demonstrating strong communication and problem-solving skills
- Scheduled service appointments for customers
- Advised customers on automotive maintenance and repair services
- Provided customers correct estimates of maintenance and repair costs
- Successfully maintained accurate records of customer visits, vehicle repairs and preventive maintenance services performed
- Educated customers on the importance of regular maintenance using manufacturer's guidelines as a reference
- Demonstrated proficiency in computer software programs used for tracking customer information, scheduling appointments, ordering parts and invoicing payment transactions
- Developed relationships with customers by providing professional advice on maintenance and repair services
- Created estimates based on labor time required for each job according to dealership rate schedules
- Utilized organizational skills to manage multiple tasks simultaneously while maintaining a high level of accuracy
- Followed up with customers in a timely manner to ensure satisfaction throughout the service process
- Greeted customers upon entrance to foster friendly and approachable atmosphere
- Engaged in active listening techniques in order to properly understand customer concerns about their vehicles
- Ensured compliance with company policies, state regulations and safety standards related to automotive service operations
- Maintained an organized work area that was conducive to efficient operations
- Collaborated effectively with technicians to diagnose problems and recommend solutions for complex automotive systems issues
- Prepared repair orders and obtained necessary signatures to maintain company records
- Resolved customer complaints with polite and patient conduct for optimal customer service
- Followed repair order processes and instructions to complete orders on time
- Verified that all paperwork associated with each service visit was completed properly before filing it away for future reference
- Processed payments and managed point-of-sale operations
- Resolved customer complaints promptly and professionally by utilizing effective conflict resolution strategies
- Continuously updated knowledge of current products, services, procedures and technologies related to automotive service industry
- Analyzed trends related to warranty claims in order to identify opportunities for improvement within the department
- Navigated multiple computer systems and applications and utilized search tools to find information
- Conferred with customers by telephone or in-person to provide product or service information
Education
Certification in Automotive Street Rod Custom Fabrication -
Wyotech
01.2009
Skills
- Staff Training
- Handling Customer Complaints
- Records Oversight
- Account Management
- Positive attitude
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Customer service management
- Time management
- KPI monitoring
- Trustworthy and honest
Timeline
Service Manager
Mcclinton Chevrolet Mitsubishi
01.2024 - 12.2024
Service Advisor
Premier GMC
07.2023 - 11.2023
Service Manager
Dan Cava GMC
03.2020 - 07.2023
Rental Car Manager
University Motors
08.2017 - 03.2020
Service Advisor
University Motors
08.2017 - 03.2020
Certification in Automotive Street Rod Custom Fabrication -
Wyotech
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