Marilee Auston
Boise,ID
Summary
Accomplished BDC Service Manager at Don Hewlett Chevrolet Buick, adept in customer service management and strategic business planning. Elevated customer satisfaction by implementing innovative service scheduling, enhancing team productivity through effective leadership and coaching. Achieved notable increases in operational efficiency and employee morale, fostering a culture of excellence and collaboration.
Overview
27
27
years of professional experience
Work History
Customer Loyalty BDC Service Manager
Don Hewlett Chevrolet Buick
06.2017 - Current
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Implemented strategies to increase customer service satisfaction ratings.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Analyzed service reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Monitored service staff performance and provided feedback for improvement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Automotive Service Consultant
Don Hewlett Chevrolet Buick
12.2000 - 06.2017
- Repaired and replaced worn and damaged components.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Investigated customer complaints to identify cause of malfunctions.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Explained estimates and determined repair timelines to manage customer expectations.
- Coordinated with parts department to determine availability of necessary components.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Developed strong relationships with clients, leading to repeat business and loyal customers.
- Facilitated communication between service technicians and customers, ensuring transparency throughout the repair process.
Automotive Service Advisor
John Roberts BMW
02.1998 - 10.2000
- Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
- Oversaw coordination of shuttle services and loaner vehicles for customers during prolonged repair times to minimize inconvenience and maintain satisfaction levels.
Education
High School Diploma -
Mount Pleasant High School
Mount Pleasant, TXAssociate of Applied Business - Architectural Drafting
Texarkana College
Texarkana, TXSkills
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Employee Training and Development
- Customer Service Management
- Time Management
- Conflict Resolution
- Goal-Oriented
- Workflow Management
- Team Collaboration and Leadership
- KPI Monitoring
- Documentation And Reporting
- Office Administration
- Employee Supervision
- Service Scheduling
- New Employee Hiring
- Policy and Procedure Enforcement
- Retention Project Management
- Coaching and Mentoring
Timeline
Customer Loyalty BDC Service Manager
Don Hewlett Chevrolet Buick
06.2017 - Current
Automotive Service Consultant
Don Hewlett Chevrolet Buick
12.2000 - 06.2017
Automotive Service Advisor
John Roberts BMW
02.1998 - 10.2000
High School Diploma -
Mount Pleasant High School
Associate of Applied Business - Architectural Drafting
Texarkana College
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