Lacey Washut
Casper,WY
Summary
Results-driven service leader with experience overseeing workflow, supporting advisors and technicians, and improving customer satisfaction across Quick Lane and main shop operations. Skilled in communication, problem-solving, and building a productive, positive service environment. Committed to stepping into a Service Manager role to elevate performance, efficiency, and team success.Accomplished Assistant Service Manager at Greiner Ford of Casper, excelling in customer service and staff training. Enhanced department efficiency and achieved high CSI scores through effective service planning and schedule coordination. Proven ability to lead teams, resolve escalated concerns, and maintain a customer-focused environment, driving a 20% increase in customer satisfaction.
Overview
8
8
years of professional experience
Work History
Assistant Servicer Manager
Greiner Ford of Casper
04.2025 - Current
- Oversee day-to-day service department operations, supporting Service Advisors, Quick Lane staff, and technicians to maintain an efficient and productive workflow.
- Maintain full Service Advisor responsibilities while providing leadership, guidance, and problem-solving support across the department.
- Collaborate with technicians on diagnostic and repair concerns, ensuring accuracy, proper documentation, and adherence to Ford standards.
- Drive high CSI performance by delivering exceptional customer service, resolving escalated concerns, and coaching staff on communication and service processes.
- Support staffing needs by assisting with scheduling, dispatching, workflow coordination, and training new team members.
- Monitor repair order flow, quality control, parts coordination, and shop efficiency to meet department goals and maximize productivity.
- Act as a key point of contact between the service drive, shop, Quick Lane, and management to ensure alignment and smooth operations.
- Demonstrate strong multitasking abilities in a fast-paced environment while maintaining accuracy, professionalism, and a customer-focused mindset.
Service Advisor
Greiner Ford of Casper
10.2022 - Current
- Greeted customers, identified service needs, and documented vehicle concerns with accuracy and clarity while ensuring a professional and customer-focused experience.
- Built strong relationships with customers through proactive communication, follow-ups, and clear explanations of recommended services and repair timelines.
- Collaborated closely with technicians to translate concerns into accurate repair orders, verify diagnostics, and ensure repairs met Ford quality and safety standards.
- Managed the full service cycle from write-up to delivery, including parts coordination, status updates, warranty documentation, and billing accuracy.
- Consistently achieved high CSI scores by resolving concerns, maintaining transparency, and delivering exceptional service throughout the customer experience.
- Supported service drive operations by assisting advisors, coordinating workload, identifying bottlenecks, and helping maintain an efficient workflow.
- Utilized Ford service systems and dealership DMS platforms to document repairs, track RO progress, and maintain compliance with manufacturer requirements.
- Drove department sales through effective communication, maintenance recommendations, and vehicle health reviews while always prioritizing customer trust.
- Demonstrated strong multitasking skills in a fast-paced environment, balancing a high volume of customers, phone calls, and repair orders with accuracy and poise.
Express Service Advisor
Greiner Ford of Casper
06.2018 - 09.2022
- Served as the primary point of contact for Quick Lane/Express customers, providing fast, friendly, and accurate service write-ups.
- Identified customer maintenance needs, documented concerns, and explained recommended services based on Ford’s maintenance schedules and multi-point inspection results.
- Coordinated workflow with Express Lube technicians to ensure efficient vehicle movement, timely service completion, and accurate repair order documentation.
- Maintained strong customer communication by providing status updates, explaining services clearly, and ensuring customer satisfaction at vehicle pickup.
- Processed repair orders, verified parts availability, and ensured accuracy in billing, warranty codes, and service documentation.
- Promoted additional maintenance services and safety-related repairs based on technician findings while maintaining trust and transparency with customers.
- Helped maintain shop flow by assisting with dispatching, checking in vehicles, and supporting service drive operations during peak times.
- Ensured a clean, organized, and safety-compliant service environment aligned with Ford standards.
- Demonstrated strong multitasking abilities in a fast-paced, high-volume environment while delivering consistent, customer-focused results.
Education
Associate of Science - Veterinary Science
Eastern Wyoming College
Torrington, WY05-2017
Skills
- Customer service focus
- Staff training and development
- Service planning
- Schedule coordination
Timeline
Assistant Servicer Manager
Greiner Ford of Casper
04.2025 - Current
Service Advisor
Greiner Ford of Casper
10.2022 - Current
Express Service Advisor
Greiner Ford of Casper
06.2018 - 09.2022
Associate of Science - Veterinary Science
Eastern Wyoming College