Years of Customer Service
Margel Harbaugh
Customer Service Specialist/ Management Professional
Longmont,CO
Summary
Experienced Customer Service Specialist/Trainer and Management Professional with over 15 years in the Automotive industry and 25 years in Customer Service. Proven to excel in efficiently managing dynamic and fast-paced service stores. Proficient in staff hiring, communication, and motivation, leading high-performing teams. Successfully overseen hiring, training, inventory, labor management, and financial performance to ensure alignment with company standards. Mentorship enhances team members' adherence to best practices and safety standards, complemented by comprehensive automotive maintenance and Customer Service training. Demonstrates excellent customer service leadership, cultivating trust and loyalty, resulting in improved satisfaction and customer retention.
Overview
25
25
15
15
Years in Automotive Industry
Work History
Service Center Manager
High Desert Oil, Inc
10.2020 - 03.2023
- Managed the operations of the service center, including staff management, inventory control, labor allocation, staff scheduling, order processing, facility maintenance, monitoring customer traffic, and optimizing sales performance, all executed with a focus on efficiently meeting the company's standards.
- Increased both customer base and revenue successfully by establishing mutually beneficial partnerships with other businesses by negotiating favorable terms and conditions for both parties, ensuring customer satisfaction and loyalty
- Mentored all new and existing team members on company policies and procedures as well as best practices and safety standards in the automotive industry while leading the team to achieve high performance and customer gratification
- Prevented the company from losing approximately $1000 per week by having weekly meetings with staff to review KPIs, customer feedback, discount rates, and setting objectives for improvement (for example, monitoring discounts, reviewing Groupons, Greeting customers promptly, and tracking clock ins/outs)
- Established a successful "Rewards system to demonstrate appreciation to employees that had gone above and beyond in their work, to increase morale, and to motivate other team members to strive for excellence and reach their performance goals
- Demonstrated strong organizational skills in managing daily operations of the service center and utilized effective communication skills to motivate staff and ensure high-quality service
- Ensured that the Service Center met the quality and safety standards by becoming familiar with Environmental, Health & Safety (EH&S) compliance
Assist. Service Center Manager
High Desert Oil, Inc.
12.2017 - 10.2020
- Supported SCM in their absence or time of need by opening/closing locations, responding to customer queries and grievances, managing inventory, providing staff training and discipline, budgeting for labor, and overseeing tasks to drive operational excellence
- Provided superior customer service leadership to build trust and loyalty by meeting customer's needs and expectations to improve customer satisfaction, retention, and referrals
- Enlisted by the Area Manager, I played a pivotal role in revitalizing recently acquired stores through proper staff training, policy implementation, performance reviews, positive feedback, and certification of managers and staff across various Colorado locations
- Conducted regular training sessions for staff members on new technologies and updated software used in the service center as well as updates on various aspects of automotive preventive maintenance
- Maintained positive customer relations by using my industry expertise, customer service skills, and analytical nature to resolve customer issues and concerns
- Identified areas in processes such as inventory control, employee relations, customer communications, and store upkeep, and implemented custom templates to enable these improvements, resulting in significant time and cost savings and reduced frustration levels
- Adapted quickly to evolving technology and industry regulations, skillfully resolving technical issues through effective problem-solving
- Identified areas of improvement in existing training systems and processes and developed a system .and templates for new hires and existing employees on best practices in customer service
- Maintained a clean, well-organized service center and facilitated a safe and secure working environment by ensuring compliance with industry standards, regulations, and safety protocols.
Customer Service Rep. Specialist
High Desert Oil, Inc
11.2015 - 12.2017
- Built the company's reputation and gained loyal customers by creating lasting impressions and delivering outstanding service through my expertise in the company's products and services, which allowed me to sell with confidence and thus build trust with customers.
- Established and implemented an effective cleaning/closing process template and checklist that resulted in cost savings for the company, improved Customer Service ratings, enhanced employee satisfaction, and became the standard for all franchise stores in Colorado and New Mexico.
- Identified areas of improvement in existing training systems and processes and developed a system and templates for new hires and existing employees on best practices in customer service.
- Maintained up-to-date on personal training and regularly monitored various Valvoline websites and apps, guaranteeing the store's compliance with corporate standards in safety, customer service, procedures, employee management, training, and procedures.
- Assigned by the Service Center Manager, the task of training both current staff and new hires on the company's policies and procedures and assessing their performance.
- Maintained a high degree of professionalism when interacting with customers via face-to-face, phone, or email.
Customer Service Advisor
Griffin Fast Lube LLC
04.2011 - 11.2012
- Assisted large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Described product highlights and benefits to help guide purchasing decisions.
- Resolved concerns with products or services to help with retention and drive sales.
Regional Training Specialist
Allied Lube LLC, Jiffy Lube
01.2010 - 04.2011
- Collaborated with senior leaders to create new approaches to improve service quality and boost revenue in the Colorado market
- Coached and mentored service representatives to deliver polite, professional customer interactions
- Evaluated staff performance and provided feedback to improve customer service delivery
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge
- Implemented company policies and procedures for professional, cohesive customer care
- Onboarded and trained customer representatives to meet performance and service goals.
Customer Service Advisor
Griffin Fast Lube (Jiffy Lube)
09.2009 - 12.2010
- Delivered exceptional customer service to every customer by leveraging EXTENSIVE knowledge of products and services and creating welcoming, positive experiences
- Developed customer service initiatives to improve performance and uplift satisfaction scores
- Resolved concerns with products or services to help with retention and drive sales
- Responded to customer needs through competent customer service and prompt problem-solving.
Customer Service Advisor
Allied Lube LLC (Jiffy Lube)
08.2008 - 10.2009
- Assisted customers in large volumes in a very fast paced setting almost daily while maintaining a positive attitude and focused on customer satisfaction
- Responded to customer needs through competent customer service and prompt problem-solving
- Described product highlights and benefits to help guide purchasing decisions.
Education
Associate of Applied Science - Criminal Justice
Northeastern Junior College
Sterling, CO05.2015
Certification- Veterinarian Technology - Veterinarian Assisting
Pima Medical Institute
Denver, CO2006
High School Diploma -
Hi-Plains Highschool
Seibert, CO05.2005
Skills
- Leadership (10 years)
- Inventory Auditing/Ordering
- Excellent Communication & Problem-solving
- Great Listening and Interpersonal Skills
- Customer Satisfaction and Retention
- Persuasion and Negotiation
- Product Knowledge
- Exceeding Projected Sales
- Mentoring and Training (10 years)
- Staff Evaluations
- Financial Reconciliations
- Billing Adjustments and Refunds
- Scheduling and Budgeting
- Data Entry and Analysis
- KPI Performance
- Microsoft Office Knowledge
- Maintenance (4 years)
- Management (6 years)
- Training & Development (10 years)
- Employee Evaluation (10 years)
- Budgeting (8 years)
- Conflict Management (5 years)
- Team Management (6 years)
- Administrative Experience (8 years)
- Recruiting
- Supervising Experience
- Employee Orientation (8 years)
- Performance Management
- Automotive Repair
- Operational Efficiency
- Closing Procedures
- Guest Services
- Corrective Actions
- Motivational Techniques
- Workflow Processes
- Guest Relations
- Bank Deposits
- Employee Coaching and Mentoring
- Cash Register Operations
- Employee Performance Reviews
- Staff Supervision
- Performance Tracking and Evaluations
- Constructive Feedback
- Customer Inquiries
- Sales Initiatives
- Sales Presentation
- Credit Card Transaction Processing
- Sales Meetings
- Industry Standards
- Negotiation and Conflict Resolution
- Scheduling and Coordinating
Awards & Accomplishments
- Million Dollar Store Award -December 2022
Awarded for profiting over $1,000,000 for the year. While being store manager of my shop, my team and I maintained our status in the Million Dollar Club two years straight.
- Spirit Award -November 2017
Recognized for outstanding customer service and embodying the core values of the company.
- King Of Cars Award -December 2022
As the Store Manager of a Valvoline franchise, I led my team to achieve the "King of Cars" award for having the highest customer retention and satisfaction rates in all of the franchise stores.
- Enlisted by the Area Manager, I played a key role in boosting customer loyalty and sales for Valvoline by providing effective guidance and coaching to the staff of their newly acquired lube shops. I helped them adopt the best practices and standards of Valvoline and deliver high-quality service to the customers.
- Established several templates, process sheets, charts, end-of-day checklists, and cleaning guides that were universally adopted as standardized procedures across all franchise stores.
Timeline
Service Center Manager
High Desert Oil, Inc
10.2020 - 03.2023
Assist. Service Center Manager
High Desert Oil, Inc.
12.2017 - 10.2020
Customer Service Rep. Specialist
High Desert Oil, Inc
11.2015 - 12.2017
Customer Service Advisor
Griffin Fast Lube LLC
04.2011 - 11.2012
Regional Training Specialist
Allied Lube LLC, Jiffy Lube
01.2010 - 04.2011
Customer Service Advisor
Griffin Fast Lube (Jiffy Lube)
09.2009 - 12.2010
Customer Service Advisor
Allied Lube LLC (Jiffy Lube)
08.2008 - 10.2009
Associate of Applied Science - Criminal Justice
Northeastern Junior College
Certification- Veterinarian Technology - Veterinarian Assisting
Pima Medical Institute
High School Diploma -
Hi-Plains Highschool
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