Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Marco Serna

Davisburg

Summary

Dynamic District-Regional Manager at Muffler Man with a proven track record in driving growth initiatives and enhancing customer satisfaction. Skilled in troubleshooting and preventive maintenance, I successfully boosted regional sales through targeted marketing strategies while fostering a culture of continuous improvement and strong team engagement.

Overview

4
4
years of professional experience
1
1
Certification

Work History

District-Regional Manager

Muffler Man
05.2021 - 06.2023
  • Worked closely with executive leadership teams establishing and providing, training and performance feedback of technicians with Owner, President, CEO, CFO, as well as various levels of HR.
  • Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established and maintained operational standards for 6 locations in various states.
  • Supervised staff to optimize brand expansion initiatives and productivity.
  • Developed and executed successful business plans that resulted in improved market share and profitability within the region.
  • Boosted regional sales by implementing targeted marketing strategies and fostering strong client relationships.
  • Facilitated seamless integration of new acquisitions into existing operations while maintaining positive company culture and high levels of morale among employees.
  • Implemented cost-cutting measures across the region that led to significant savings without compromising service quality or employee satisfaction.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Store Owner

Muffler Man
06.2023 - 06.2024
  • Developed a loyal customer base with personalized assistance, attentive listening, and friendly interactions.
  • Adapted store operations to meet changing market conditions and customer needs while preserving overall business stability.
  • Maintained a clean, organized, and visually appealing store environment to create an inviting shopping experience.
  • Enhanced customer satisfaction by providing exceptional service and addressing customer inquiries or concerns promptly.
  • Analyzed market trends to identify new product opportunities and ensure alignment with consumer preferences.
  • Oversaw business budget planning and administration, accounting functions, purchasing, and payroll to handle financial needs.
  • Prepared bank deposits and handled business sales, returns, and transaction reports.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Managed day-to-day business operations.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Assisted in recruiting, hiring and training of team members.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.

Mechanic

Muffler Man
06.2024 - Current
  • Inspected and tested equipment to locate worn and damaged parts.
  • Replaced damaged, missing, or defective parts with new and refurbished components.
  • Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
  • Performed preventative maintenance oil changes and brake jobs to preserve performance and reliability of vehicles.
  • Completed full vehicle inspections to check for leaks, damage, or other issues of concern.
  • Maintained a safe working environment at all times by adhering to company guidelines and OSHA regulations, reducing workplace accidents.
  • Improved vehicle performance by conducting thorough inspections and identifying necessary repairs.
  • Inspected and tested vehicles and completed preventive maintenance such as engine tune-ups, oil changes, tire rotations, wheel balancing, and filter replacement.
  • Analyzed and located malfunctions in brakes, motors, switches, and control systems.
  • Reduced downtime for clients by efficiently completing maintenance tasks and repairs on time.
  • Maintained accurate records of completed work orders, ensuring transparency for customers and management alike.
  • Ordered repair parts quickly to prevent delays in projects and repair work.
  • Enhanced customer satisfaction with prompt diagnosis and resolution of complex mechanical issues.
  • Streamlined repair processes by maintaining a well-organized and clean workspace, contributing to increased productivity.
  • Custom construction and design exhaust systems.
  • Fabricated and repaired metal components using MIG welder.

Sales Assistant

Muffler Man
06.2024 - Current
  • Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
  • Processed transactions accurately while maintaining a high level of customer service.
  • Assisted customers with prompt and polite support in-person and via telephone in multiple languages.
  • Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
  • Met and exceeded sales targets consistently, contributing to overall team success.
  • Managed inventory to ensure optimal stock levels, minimizing overstock and out-of-stock situations.
  • Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
  • Established rapport with customers using active listening and interpersonal skills.
  • Boosted store revenue through upselling and cross-selling techniques.

Mechanic/Sales Assistant

Muffler Man
01.2025 - 03.2025
  • Disassembled defective parts to make proper repairs.
  • Kept equipment in good working order by following operating instructions, troubleshooting breakdowns, and maintaining supplies.
  • Maximized engine efficiency with routine tune-ups, oil changes, and filter replacements.
  • Upheld quality control standards for all completed work, ensuring each vehicle left the shop operating at peak performance.
  • Enhanced vehicle longevity through meticulous attention to preventive maintenance tasks such as fluid checks, belt replacements, and battery testing.
  • Utilized computerized diagnostic equipment to conduct thorough inspections and determine outcomes.
  • Diagnosed electrical problems using advanced diagnostic tools; repaired or replaced faulty wiring harnesses as needed for optimal functionality.
  • Calculated costs of materials and labor to prepare detailed repair estimates.
  • Contributed to revenue growth by upselling additional services when appropriate.
  • Customized vehicles according to client specifications, enhancing their overall satisfaction.
  • Boosted customer loyalty by providing detailed explanations of repairs and maintenance suggestions.
  • Trained new mechanics in diagnostic techniques, raising overall skill level of team.
  • Repaired and replaced worn and damaged components.
  • Repaired brake, exhaust, electrical and other systems for domestic automotive brands.
  • Checked brake systems and determined need of pad replacement, disc turning or other maintenance requirements.
  • Explained maintenance and repair needs in several languages to customers and offered advice on preventative maintenance.
  • Utilized special alignment equipment and wheel-balancing machines to align wheels, axles, frames and steering mechanisms of automobiles.

Education

High School Diploma -

Grand Blanc Community High School
Grand Blanc, MI
05-2017

Skills

  • Troubleshooting skills
  • Maintenance and repairs
  • Troubleshooting
  • Brake systems
  • Mechanical systems
  • Preventive Maintenance
  • Welding and fabrication
  • Vehicle test drives
  • Suspension systems
  • Customer service
  • Work order management
  • Exhaust systems

Certification

Motor Vehicle Mechanics Certificate M291575

  • AUTO Front End and Steering
  • AUTO Brakes and Braking Systems
  • AUTO Electrical Systems
  • AUTO Engine Tune-Up Performance

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Mechanic/Sales Assistant

Muffler Man
01.2025 - 03.2025

Mechanic

Muffler Man
06.2024 - Current

Sales Assistant

Muffler Man
06.2024 - Current

Store Owner

Muffler Man
06.2023 - 06.2024

District-Regional Manager

Muffler Man
05.2021 - 06.2023

High School Diploma -

Grand Blanc Community High School

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