Kelly McNichol

As the Service Manager for a brand new start up I play a critical role in setting up the foundation of the service department. My responsibilities include both strategic planning and hands on work to ensure the department is ready for operations. My core responsibilities span leadership, customer service, technical oversight and financial management

• Set and track goals for labor sales, parts sales, gross profit, and expenses while controlling costs by managing efficiency, proficiency and productivity
• Foster a positive and safe work environment; Set performance expectations and conduct regular evaluations
• Monitor KPIs like labor hours sold, effective labor rate and CSI
• Policy Compliance & Documentation
• Customer Service and Retention by using my industry expertise, strong customer service skills and analytical nature to resolve customer concerns and promote loyalty
• Training and Development
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Collaborated with sales team to coordinate pre-delivery inspections and repairs on new vehicles, ensuring seamless handover from dealership to client.

• Established a culture of continuous improvement within the service department by regularly soliciting feedback from staff members regarding potential areas for process enhancement or cost reduction measures.
• Managed a team of automotive technicians, service advisors, valet staff, and loaner coordators, ensuring timely completion of repairs and adherence to quality standards.
• Consistently met or exceeded monthly performance targets set by upper management in terms of revenue generation, customer satisfaction ratings, and operational efficiency metrics.
• Conducted thorough evaluations of technician performance, providing constructive feedback and coaching to improve overall productivity.
• Increased customer satisfaction by implementing efficient service processes and streamlining communication between technicians and clients.
• Streamlined internal communication channels among front office staff, service advisors, technicians, and parts personnel, fostering a collaborative work environment.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Consistently met or exceeded monthly performance targets set by upper management in terms of revenue generation, customer satisfaction ratings, and operational efficiency metrics.
• Established a culture of continuous improvement within the service department by regularly soliciting feedback from staff members regarding potential areas for process enhancement or cost reduction measures.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Collaborated with sales team to coordinate pre-delivery inspections and repairs on new vehicles, ensuring seamless handover from dealership to client.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions for a luxury high line experience and die operational excellence

• Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
• Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
• Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
• Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
• Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.

• Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
• Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
• Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
• Maintained high customer satisfaction standards to meet or exceed targets.

• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
• Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
• Developed strong rapport with customers by maintaining detailed records of their vehicles'' service history and proactively following up on upcoming maintenance needs.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.