LAMARR FRANKLIN
Santa Maria,CA
Summary
Dynamic Service Manager with a proven track record at O'Gara Coach, excelling in customer service management and team leadership. Enhanced operational efficiency through strategic process improvements, resulting in increased customer satisfaction. Skilled in conflict resolution and adept at fostering strong client relationships, driving repeat business and loyalty.
also maintain a high CSI, GSX, Service score.
winner of Genesis Service Excellence 10 times.
Overview
22
22
years of professional experience
1
1
Certification
Work History
GENESIS SERVICE MANAGER
O`GARA COACH
Westlake, CA
08.2022 - 08.2025
- Assisted in training staff on customer service protocols and operational procedures.
- Supported daily operations by managing service requests and ensuring prompt resolution.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Learned industry-specific tools and systems for effective service management and reporting.
- Adapted quickly to changing service demands while maintaining high-quality standards.
- Engaged with customers to gather feedback and identify areas for improvement in services offered.
- Helped maintain a clean, organized work environment to support efficient operations.
- Resolved customer complaints in professional and timely manner.
- 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.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
Hyundai Service Manager
O`GARA COACH
Westlake, CA
06.2019 - 08.2022
- Led daily operations to enhance service delivery and customer satisfaction.
- Implemented training programs for staff to improve service efficiency and performance.
- Developed and maintained standard operating procedures to ensure consistency in service quality.
- Oversaw inventory management, ensuring optimal stock levels and timely replenishment.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Improved operational efficiency by redesigning service area layout for better workflow and customer experience.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
Asst Service Manager
Silver Star Chevrolet
Thousand Oaks, CA
08.2017 - 06.2019
- Coordinated daily operations to enhance service delivery and customer satisfaction.
- Trained and mentored junior staff on service protocols and best practices.
- Implemented process improvements that streamlined workflow efficiency.
- Analyzed customer feedback to identify areas for service enhancement.
- Resolved customer issues promptly, maintaining high levels of satisfaction and loyalty.
Assistant Store Manager of Operations
Jiffy Lube
Santa Barbara, CA
08.2016 - 08.2017
- Streamlined daily operations to enhance store efficiency and customer satisfaction.
- Trained and mentored staff to foster a collaborative team environment.
- Implemented inventory management systems, reducing stock discrepancies.
- Analyzed sales data to optimize product placement and promotions.
- Coordinated scheduling and staffing to meet operational demands effectively.
- Ensured compliance with safety protocols and company policies throughout operations.
- Managed daily store operations to ensure optimal customer service and employee productivity.
- Oversaw staff scheduling, ensuring adequate coverage during peak hours while minimizing labor costs.
- Promoted a safe work environment by enforcing company safety policies and addressing potential hazards promptly.
Assistant Manager
Beverly Hills BMW
Los Angeles, CA
02.2012 - 05.2016
- Led team initiatives to enhance operational efficiencies and streamline daily processes.
- Developed training programs for new staff, improving onboarding experience and retention rates.
- Implemented inventory management systems to optimize stock levels and reduce waste.
- Analyzed performance metrics to identify areas for improvement and drive strategic decision-making.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Increased sales through effective merchandising strategies and targeted promotions.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
Service Advisor
Bob Smith BMW
Calabasas, CA
03.2010 - 12.2012
- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Collaborated with technicians to communicate repair status and recommend services based on customer needs.
- Managed service appointments, ensuring timely follow-ups and optimal scheduling for clients.
- Developed informative reports on service activities, enhancing transparency and communication with customers.
Service Director
Santa Maria BMW
Santa Maria, CA
02.2004 - 11.2008
- Oversaw service operations, ensuring adherence to quality standards and customer satisfaction.
- Developed training programs for staff, enhancing team performance and service delivery.
- Implemented process improvements that streamlined workflows and reduced operational delays.
- Managed customer inquiries and resolved issues efficiently, fostering strong client relationships.
- Led performance reviews, providing constructive feedback and identifying growth opportunities for team members.
- Met with customers to discuss service needs and offer available solutions.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
- Led cross-functional teams to enhance service delivery and operational efficiency.
- Developed and implemented strategic initiatives to improve customer satisfaction metrics.
Education
High School Diploma -
OSBORN HIGH SCHOOL
Detroit, MI05-1985
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Critical thinking
- Reliable and responsible
- Customer service management
- Trustworthy and honest
- Conflict resolution
Accomplishments
Winner of Genesis Service Excellence award Ten Times.
Certification
BMW Certified
Mercedes Certified
Audi Certified
VW Certified
Genesis Certified
Languages
English
Full Professional
Timeline
GENESIS SERVICE MANAGER
O`GARA COACH
08.2022 - 08.2025
Hyundai Service Manager
O`GARA COACH
06.2019 - 08.2022
Asst Service Manager
Silver Star Chevrolet
08.2017 - 06.2019
Assistant Store Manager of Operations
Jiffy Lube
08.2016 - 08.2017
Assistant Manager
Beverly Hills BMW
02.2012 - 05.2016
Service Advisor
Bob Smith BMW
03.2010 - 12.2012
Service Director
Santa Maria BMW
02.2004 - 11.2008
High School Diploma -
OSBORN HIGH SCHOOL