Lori Carl
Troupsburg
Summary
Dynamic Service Manager with a proven track record in enhancing customer satisfaction and workflow efficiency. Expert in team leadership, problem-solving, and process improvements.
Overview
25
25
years of professional experience
Work History
Service Manager
Pro Street Auto
Troupsburg, NY
08.2001 - Current
- Directed daily operations, ensuring exceptional customer service and satisfaction.
- Implemented process improvements to enhance workflow efficiency in service department.
- Trained and mentored team members on best practices and technical skills.
- Developed and maintained strong relationships with suppliers to optimize inventory management.
- Analyzed service metrics to identify trends and implement corrective actions.
- Coordinated scheduling for technicians to maximize productivity and minimize downtime.
- Oversaw budget management, ensuring cost-effective resource allocation across services.
- Led strategic initiatives that resulted in increased service department profitability and growth.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- 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.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Negotiated with vendors to secure best prices for parts and supplies.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
Associate of Science - Business
Alfred State College
Alfred NY05-2013
Associate of Science - Medical Billing
Alfred State College
Alfred NY05-2013
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
Timeline
Service Manager
Pro Street Auto
08.2001 - Current
Associate of Science - Business
Alfred State College
Associate of Science - Medical Billing
Alfred State College