Kanani Ortiz
Summary
Parts and Service professional trained in the automotive industry with significant experience working in fast-paced environments demanding strong organizational, technical and interpersonal skills. Extremely detail-oriented, resourceful in completing projects under tight deadlines.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Service Manager
Frank Motors Group
01.2022 - 09.2023
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
Service Manager
Perry Ford Of Poway
10.2021 - 12.2021
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Analyzed service reports to identify areas of improvement.
Service Manager
Kearny Mesa Hyundai Subaru Genesis
08.2017 - 10.2021
- Drove customer satisfaction and sales by advising on preventive maintenance and manufacturer specifications
- Drove and monitored KPIs on customer satisfaction, workshop productivity, and team efficiency
- Trained and mentored my service advisors and technicians to deliver superior service with focus on quality and safety
- Inspected and monitored work areas, examined tools and equipment, and provided employee safety training to prevent, detect, and correct unsafe conditions or violations of procedures and safety rules
- Developed competitive price estimates detailing labor and parts requirements
- Achieved work objectives by prioritizing jobs, organizing schedules and coordinating assignments
- Coordinated operations of KMHSG service center, including team scheduling and management, resource allocation, and day-to-day problem-solving
- Handled escalated customer issues with sound business acumen and focus on customer satisfaction.
Parts and Service Director
Ford of Escondido
07.2016 - 07.2017
- Responsible for day to day management of Service and Parts Operations
- Run daily reports and complete daily fixed summary
- Review key performance indicators and update objectives
- Set regular sales goals and objectives for the department
- Review daily loaner/rental reconciliation if applicable
- Monitor x-time appointments on a consistent basis during the day
- Payroll
- Review expenses and receivables
- Review ASR reports
- OShop inspection
- Set goals and objectives for advisors and technicians
- Analyze marketing plan
- Track and review factory, osha, and government training requirements with all service employees.
Service Manager
Frank Hyundai
01.2013 - 07.2016
- Responsible for day to day management of Service Operations
- Productivity and Quality Control
- Implementation of Policies and Procedures
- Hiring, Training, Coaching, and Staff Development
- Maintaining Positive Work Environment that encourages customer retention
- Managing Marketing Programs for Service Deptartment
- Understand and comply with federal, state, hazardous waste & OSHA
- Forecast monthly goals and ensure they are met
- Ensure that service department meets all customer satisfaction goals.
Director of Fixed Operations
Westcott Mazda
01.2007 - 12.2013
- Preparing an annual operating budget, goals and objectives for each department and monitoring the department's performance
- Directing the hiring and training of managers for the service, parts and body shop divisions
- Working with department managers to improve profitability and efficiency
- Creating and maintaining a positive relationship with customers, ensuring that department staff is helpful, as well as making customer satisfaction a priority to ensure referral and repeat business
- Working directly with customers and warranty clerks to administer warranty claims, as well as understanding and applying warranty guidelines
- Creating dealership service and pricing policies for approval by the general manager
- Ensuring that service repairs are performed efficiently and correctly by conducting spot checks on jobs.
Parts Manager
El Cajon Mazda
01.2004 - 01.2007
- Achieved 7% Accrual Allowance
- Managed an Inventory of 350,000+
- Track the daily gross sales of parts department
- Ranked 1 the district for wholesales
- Calculate and submit monthly obsolescence reports
- Maintained a below average obsolescence
- Achieved 92% stock order level
- Ensure the quality of customer service provided by the parts department.
Assistant Service Manager
Westcott Mazda
12.2000 - 01.2004
- Delivering the highest level of customer service individually and in conjunction with other store team members
- Growing service business monthly by establishing long term relations with customers
- Attending to customer concerns and resolving issues.
Parts Retail and Wholesale Counterpoison / Receiving Clerk
Westcott Mazda
01.1993 - 12.2000
- Keep all bins, aisles and storage areas clean and clearly labeled
- Maintain inventory of shipping materials and supplies
- Handle telephone parts orders called in by wholesale and/or retail accounts
- Help maintain parts stock in orderly condition.
Education
Hoover High
San Diego, CASkills
- Performance optimization
- Productivity monitoring
- KPI monitoring and Regulations compliance
- Revenue generation
- Bilingual / Spanish
- ADP
- CDK
- Coaching and Mentoring
- Workflow Management
- Process Implementation
- Trustworthy and Honest
- Regulations Compliance
- Reliable and Responsible
- Revenue Generation
- Continuous Improvement
- Interpersonal Relationships
- Positive Attitude
- Documentation and Reporting
- KPI Monitoring
- Task Delegation
- Problem-Solving
- Quality Control
- Reynolds and Reynolds
- Customer Service
- New Employee Hiring
- Conflict Resolution
- Budget Control
- Performance Evaluations
- Policy and Procedure Enforcement
- Schedule Management
References
References available upon request
Certification
- FM - Ford Master Certified Service Manager
- HM - Hyundai Master Certified Service Manager
Timeline
Service Manager
Frank Motors Group
01.2022 - 09.2023
Service Manager
Perry Ford Of Poway
10.2021 - 12.2021
Service Manager
Kearny Mesa Hyundai Subaru Genesis
08.2017 - 10.2021
Parts and Service Director
Ford of Escondido
07.2016 - 07.2017
Service Manager
Frank Hyundai
01.2013 - 07.2016
Director of Fixed Operations
Westcott Mazda
01.2007 - 12.2013
Parts Manager
El Cajon Mazda
01.2004 - 01.2007
Assistant Service Manager
Westcott Mazda
12.2000 - 01.2004
Parts Retail and Wholesale Counterpoison / Receiving Clerk
Westcott Mazda
01.1993 - 12.2000
Hoover High
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