Jordan Hernandez
Garland,TX
Summary
Dynamic manager and analytical problem-solver with a proven track record in team building, leadership, and motivation. Expertise in fostering excellent customer relations and cultivating strong partnerships that drive collaboration and success. Skilled in independent decision-making and sound judgment, consistently contributing to organizational growth and effectiveness. Committed to leveraging training, monitoring, and morale-boosting strategies to enhance employee engagement and elevate overall performance.
Overview
13
13
years of professional experience
Work History
Lead Service Advisor
David McDavid Honda of Frisco
Frisco, TX
06.2024 - Current
- Assisted customers with service inquiries and product knowledge to enhance satisfaction.
- Coordinated service appointments, ensuring efficient scheduling and seamless workflow.
- Provided detailed explanations of repair services and maintenance procedures to clients.
- Collaborated with technicians to facilitate timely completion of vehicle repairs and services.
- Managed customer follow-ups to ensure satisfaction and address concerns proactively.
- Trained new staff on service processes, enhancing overall team efficiency and performance.
- Developed relationships with repeat customers, fostering loyalty and trust in service recommendations.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
Service Manager
Northside Ford
San Antonio, TX
02.2022 - Current
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintain team productivity and quality of service by establishing and maintaining clear benchmarks.
- Leverage data and analytics to make informed decisions and drive business improvements.
- Cultivate positive rapport with fellow employees to boost company morale and promote employee retention.
- Assist in organizing and overseeing assignments to drive operational excellence.
- Hire, train and supervise team of service staff members to meet business goals.
- Resolve customer complaints in professional and timely manner.
- Develop customer loyalty programs to increase customer satisfaction
Service Manager
Northside Honda
San Antonio, TX
10.2020 - 02.2022
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Onboarded new employees with training and new hire documentation.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Assistant Service Manager
John Eagle Honda Of Dallas
Dallas, TX
02.2020 - 10.2020
- Guided techs on automotive repair, tool usage, and equipment operation.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Trained less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service.
- Met with customers to discuss service needs and offer available solutions.
- Followed up with customers during and after installations to verify satisfaction.
- Developed written plans and obtained customer consent to proceed.
- Developed and maintained positive relationships with customers to build rapport and trust.
Service Advisor
John Eagle Honda Of Dallas
Dallas, TX
06.2013 - 02.2020
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Developed estimates by costing materials, supplies, and labor.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Documented problems and corrective actions to maintain records.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Cross-trained and provided backup support for organizational leadership.
Education
High School Diploma -
Garland High School
Garland, TXSkills
- Strategic goal setting
- Schedule Management
- Relationship building
- Performance evaluation
- Customer Service Management
- Team leadership
- Customer service
- Computer skills
- Multitasking and organization
Software
Reynolds and Reynolds
CDK
EraIgnite
Timeline
Lead Service Advisor
David McDavid Honda of Frisco
06.2024 - Current
Service Manager
Northside Ford
02.2022 - Current
Service Manager
Northside Honda
10.2020 - 02.2022
Assistant Service Manager
John Eagle Honda Of Dallas
02.2020 - 10.2020
Service Advisor
John Eagle Honda Of Dallas
06.2013 - 02.2020
High School Diploma -
Garland High School