Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Lauren Lennon

Live Oak

Summary

Dynamic Service Manager with a proven track record at Four Star Freightliner, excelling in customer service and team collaboration. Enhanced productivity through effective conflict resolution and strategic planning, while optimizing workflows. Skilled in documentation and proficient in multiple Dealer Management Systems, driving business growth and fostering strong client relationships.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Servicer Manager

Four Star Freightliner
03.2018 - Current
Leadership & Team Management
  • Increased team productivity with effective communication and collaboration strategies.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Assisted in training new employees on company policies, procedures, and best practices to improve overall efficiency.
  • Cross-trained existing employees to maximize team agility and performance.
Customer Service & Communication
  • Managed a high volume of customer inquiries, demonstrating excellent problem-solving skills to resolve concerns quickly.
  • Delivered outstanding customer support by providing prompt, courteous assistance during all interactions with clients.
  • Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
  • Explained repair and maintenance procedures to customers for full comprehension.
  • Coordinated between billing department and customers to resolve problems.
Operations & Process Improvement
  • Optimized resource allocation through effective scheduling, prioritization of tasks, and delegation of responsibilities among team members.
  • Streamlined work processes by implementing efficient organizational systems and procedures.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
  • Completed routine maintenance tasks efficiently, ensuring optimal equipment performance and minimizing downtime.
  • Launched quality assurance practices for each phase of development.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Followed safety protocols while working, avoiding accidents and injuries.
Strategic Planning & Business Growth
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
  • Controlled costs to keep business operating within budget and increase profits.
Administrative & Documentation
  • Documented all work performed on vehicles and added to company system for reference.
  • Proficient in Microsoft Office applications, ensuring efficient documentation, data management, and communication.
  • Proficient in multiple Dealer Management Systems (DMS), including Procede, Uptime Pro, and DTNA.
  • Experienced with additional platforms such as CDK, Reynolds & Reynolds, and ADP, supporting a wide range of dealership operations.

Service Writer

Bill Bryan Subaru
04.2017 - 02.2018
  • Increased repeat business with exceptional customer service skills and follow-up calls to ensure satisfaction.
  • Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
  • Improved customer satisfaction by providing timely and accurate service estimates.
  • Addressed customer concerns promptly and professionally, fostering trust and loyalty among clientele.
  • Assisted in inventory management, helping maintain appropriate stock levels for parts department.
  • Worked effectively with repair staff and parts providers, staying current on availability and service processes.
  • Developed customized preventative maintenance plans tailored to individual client needs, extending the lifespan of their vehicles while preventing costly future repairs.
  • Logged work orders and change orders into the DMS to track job status.
  • Ensured accurate documentation of completed repairs, aiding in the maintenance of detailed records for future reference.
  • Enhanced communication between technicians and customers by acting as a liaison, resulting in clear expectations and better understanding of repair services.
  • Established a welcoming and professional environment in the service area, creating positive first impressions for customers upon arrival.
  • Contributed to team goals by upselling additional services based on customer needs, generating increased revenue.

Education

High School Diploma -

Umatilla High School
Umatilla, FL

Skills

  • Customer service and Relationship management
  • Goal-oriented mindset
  • Conflict resolution
  • Workflow management
  • Data entry, Documentation, and reporting
  • Mechanical aptitude
  • Strong work ethic
  • Attention to detail
  • Listening skills
  • Excellent communication
  • Team collaboration

Accomplishments

  • Led the team through multiple successful Elite Support Dealer Certification inspections and OASIS Inspections over several years, ensuring consistent compliance with OEM standards and continuous improvement in dealership operations.
  • Navigated the dealership through the trials of the COVID-19 pandemic, implementing strategic safety and operational protocols that allowed continuous operation without interruption.

Certification

  • Cummins Diesel Engines
  • Detroit Engines
  • Allison Transmissions
  • Eaten Transmissions
  • Meritor Axles
  • Freightliner
  • Western Star
  • Ox Body
  • Tebco

Timeline

Servicer Manager

Four Star Freightliner
03.2018 - Current

Service Writer

Bill Bryan Subaru
04.2017 - 02.2018

High School Diploma -

Umatilla High School

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