Kevin Martinez
Stone Park,IL
Summary
Assistant manager with expertise in optimizing business operations through effective staff management and operational coordination. Proven track record of enhancing customer service standards and contributing to team success. Committed to supporting organizational goals and driving performance in a competitive industry.
Overview
7
7
years of professional experience
Work History
Assistant Service Manager
Pep Boys
10.2024 - Current
- Collaborated with technicians, parts teams, and leadership to enhance operations through effective scheduling, reporting, training initiatives, and mentoring service advisors, resulting in improved customer satisfaction and service consistency.
- Managed high-volume customer inquiries via phone and in person, delivering accurate technical information and order updates to enhance customer experience.
- Processed and tracked customer orders, ensuring accuracy and timely fulfillment while addressing billing, service, and delivery issues.
Sr. Service Advisor
AAA Car Care Plus
02.2019 - 10.2024
- Acted as the primary liaison among customers, service teams, and management, resolving complex service and billing issues.
- Managed customer accounts and accurate data entry in ERP-style service management systems.
- Facilitated quality improvement initiatives to reduce service errors and enhance turnaround times.
- Assisted with onboarding and training staff on systems, procedures, and customer service standards.
- Oversaw inventory levels to maintain operational controls and ensure uninterrupted service.
Education
Bachelor of Science - Automotive Technology
Southern Illinois University, Carbondale
Carbondale, ILAssociate of Applied Science - Automotive Department Management
Triton College
River Grove, ILSkills
- B2B and technical customer service
- Order processing and data accuracy
- Billing resolution and complaint handling
- Cross-functional collaboration
- Staff mentoring and training
- Process improvement and quality focus
- Verbal and written communication
- Time management and prioritization
- Bilingual: English and Spanish
Timeline
Assistant Service Manager
Pep Boys
10.2024 - Current
Sr. Service Advisor
AAA Car Care Plus
02.2019 - 10.2024
Bachelor of Science - Automotive Technology
Southern Illinois University, Carbondale
Associate of Applied Science - Automotive Department Management
Triton College