Summary
Overview
Work History
Education
Skills
Timeline
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Kristan Stanisclaus

Indian Trail,N.C

Summary

Multi-Faceted Fixed Operations Specialist with 10 years of Sales and Fixed Operations experience. Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience

Work History

Assistant Service Manager

Hendrick Automotive
09.2021 - Current
  • Devised a new customer engagement process, leading to an 29% increase in customer satisfaction rating and 34% increase in with repeat business
  • Analyzed cost/time trends and report findings of revenue generating solutions using Salesforce CRM , leading to 20% increase in gross margin returns from previous reported year
  • Surpassed all service goals by 25%, ranking as one of the top five performers across a 2500-personnel sales force
  • Supervised training curriculum & administration procedures to ensure 100% completion rate by all trainees, leading to improved employee retention by 15%
  • Collaborated with leading management, implemented team wellness programs with daily notifications & proactive team check-ins to ensure proper physical and mental health of employees through proper mentoring
  • Facilitated bi-weekly rapport building initiatives with employees from fixed operations department, through actively listening & incorporating feedback into specific plans and achieving team cohesion improvement
  • Maximized shop uptime ensuring 82% of repairs were completed within 2 days of vehicle drop off, reducing average repair times by 28%.

Assistant Service Manager

Group1 Automotive
09.2020 - 09.2021
  • Catalyzed a 26.2% gross sales growth of service department by introducing dynamic compensation and margin plans for technicians and advisors
  • Increased customer satisfaction scores by 10% through developing and implementing new Standard Operating Procedures for handling customer complaints
  • Analyzed data utilizing CRM software to conceptualize an improved understanding of customer trends which resulted in the development of a new service model
  • Enhanced shop productivity by 24% using new software packages to streamline communication between the service advisors and technicians
  • Successfully rolled out a new scheduling system procedure that decreased missed appointments by 15%.

Service Advisor

Passport BMW
01.2015 - 03.2020
  • Maximized productivity through weekly analysis & evaluation of cost structures, resulting in an improved profitability level of 19% annually
  • Successfully led and dispatched work to a 4 man technical repair team, resulting in an 87% “Fix it right” index for year 2016 to 2019
  • Optimized billing processes while maintaining 97% accuracy, resulting in 10% decrease in cycle time and 50% reduction in customer billing errors
  • Analyzed customer feedback data and developed actionable insights which improved customer satisfaction ratings by 2% annually
  • Ran Daily reports for current sale amounts and Customer Satisfaction scores for each service advisor, increasing company’s gross profit by 6.6% within a span of 2 years
  • Pioneered a structured program that has helped to train new staff more efficiently, resulting in the retention of 70% of quality staff members, resulting in an award of “most breakthrough idea” in 2016 by Bayerische Motoren Werke Corporate
  • Maintained a 95% satisfaction rating from customers through effective problem solving skills resulting in 3 back to back Center of Excellence awards from by Bayerische Motoren Werke.

Education

CompTIA A+ and CompTIA A+ Network Certification -

TechHire Laguardia Community College
Long Island City, NY
11.2020

Bachelor of Business Management -

St.Marys College of Trinidad and Tobago
06.2010

Skills

  • Database Administration
  • Operational Improvements
  • Service Planning
  • Operation Monitoring
  • Technical Knowledge
  • Team Building Expertise
  • Staff Training and Development
  • Interpersonal skills
  • Performance monitoring
  • Conflict resolution

Timeline

Assistant Service Manager

Hendrick Automotive
09.2021 - Current

Assistant Service Manager

Group1 Automotive
09.2020 - 09.2021

Service Advisor

Passport BMW
01.2015 - 03.2020

CompTIA A+ and CompTIA A+ Network Certification -

TechHire Laguardia Community College

Bachelor of Business Management -

St.Marys College of Trinidad and Tobago
Kristan Stanisclaus