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, NY11.2020
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
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