Kelvin Nguyen
Orange,CA
Summary
Proven Service Manager at Mission Viejo Infinity, adept in technical troubleshooting and fostering team leadership, significantly enhanced customer satisfaction and repeat business. Leveraged ASE certification and a positive attitude to mentor staff and streamline operations, achieving a notable increase in service efficiency and safety. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Skilled in technical troubleshooting and team leadership, I significantly increased repeat business. ASE-certified, I excel in fostering strong client relationships and mentoring teams to achieve excellence.
Overview
15
15
years of professional experience
Work History
Service Manager
Mission Viejo Infinity
02.2017 - 09.2023
- 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.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Implemented strategies to increase customer service satisfaction ratings.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Negotiated with vendors to secure best prices for parts and supplies.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
Master Automotive Technician
Mazda Of Orange
09.2011 - 02.2017
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Troubleshot and diagnosed faults with vehicle systems
- Maintained accurate records of time and materials required to perform repairs and service.
- Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
- Performed safety and emissions inspections.
- Analyzed vehicle data using advanced diagnostic equipment.
- Boosted overall shop productivity by mentoring junior technicians, sharing knowledge, tips, and tricks to improve their skillsets quickly.
Senior Automotive Technician
Tustin Mazda
11.2008 - 08.2011
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Tested components and systems to evaluate performance and identify concerns.
- Managed maintenance activities, supervised staff, and inspected equipment.
- Stayed up-to-date on industry advancements through continuous learning initiatives, enhancing overall skillset and expertise.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Maintained a clean and organized work environment, demonstrating pride in personal workspace while contributing to overall shop cleanliness.
- Changed, rotated, and balanced tires on different types of vehicles.
- Achieved consistency across all repairs by strictly following manufacturer guidelines and using OEM parts whenever possible.
- Repaired brake, exhaust, electrical and other systems for domestic automotive brands.
- Utilized special alignment equipment and wheel-balancing machines to align wheels, axles, frames and steering mechanisms of automobiles.
Education
Bachelor of Science - Accounting And Finance
University Southern California
Los Angeles, CAMaster Certified - Automotive Engineering
Automotive Service Excellence
Lake Forest, CASkills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Technical Troubleshooting
- Technical Support
- ASE Certification
Timeline
Service Manager
Mission Viejo Infinity
02.2017 - 09.2023
Master Automotive Technician
Mazda Of Orange
09.2011 - 02.2017
Senior Automotive Technician
Tustin Mazda
11.2008 - 08.2011
Bachelor of Science - Accounting And Finance
University Southern California
Master Certified - Automotive Engineering
Automotive Service Excellence
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