Martin Elrod
Niceville
Summary
Experienced Service Manager with 46 years in the automotive industry, specializing in process optimization and quality assurance. Enhanced operational efficiency and customer satisfaction through effective communication and team leadership. Managed service operations and implemented improvements to maintain high service standards, driving customer loyalty and retention.
Overview
2020
2020
years of professional experience
Work History
Service Manager
Hiley Volkswagen
Huntsville
12.2010 - 06.2019
- Managed daily operations of service department at leading Volkswagen dealership.
- Coordinated service appointments, ensuring timely vehicle repairs for customers.
- Supervised technicians to uphold high-quality service standards and operational efficiency.
- Implemented process improvements to optimize workflow within service area.
- Developed strong customer relationships to enhance loyalty and satisfaction.
- Resolved customer complaints promptly, improving overall ratings through effective solutions.
- Forecasted department goals and enforced deadlines for quality service delivery.
- Collaborated with warranty department to process claims and provide customer support.
Assistant Service Manager
Jerry Damson Acura
Huntsville
12.2007 - 12.2010
- Coordinated daily service operations in collaboration with service manager.
- Managed customer inquiries and scheduled service appointments to enhance customer satisfaction.
- Collaborated with technicians to ensure timely vehicle inspections and repairs.
- Communicated services performed and recommendations to customers effectively.
- Assigned technician tasks based on skill level and experience to streamline workflow.
- Resolved escalated customer complaints promptly, keeping customers informed throughout.
- Developed feedback mechanisms to gather insights and improve service offerings.
- Maintained accurate documentation of customer interactions and service activities.
Restaurant Owner
Self-employeed
Fayetteville
05.2006 - 12.2007
- Crafted seasonal menus reflecting customer preferences, enhancing dining experience.
- Directed daily operations to optimize efficiency and service quality.
- Trained staff on food safety and customer service best practices.
- Streamlined inventory management and strengthened supplier partnerships for consistent quality.
- Implemented marketing strategies to boost brand visibility and attract new customers.
- Monitored financial performance, adjusting budgets for labor and food costs accordingly.
- Ensured compliance with health regulations and industry standards across all operations.
- Responded promptly to customer complaints, enhancing overall service quality.
Automotive Service Advisor
Woody Anderson Ford
Huntsville
2005 - 2007
- Scheduled appointments and coordinated service timelines to optimize customer satisfaction and operational flow.
- Managed customer inquiries through phone, email, and in-person interactions to ensure clear communication and address concerns effectively.
- Assisted customers in understanding vehicle issues and service options.
- Processed service orders and maintained accurate vehicle service records.
- Provided detailed information on warranty policies and maintenance programs.
- Monitored work progress to ensure timely completion of services.
- Educated customers about preventative maintenance programs available at the dealership.
- Resolved customer complaints promptly in accordance with company policies, enhancing customer trust and loyalty.
Education
Automotive Technology
Calhoun Community College
Tanner, AL05-1979
Skills
- Service scheduling
- Customer relationship management
- Customer satisfaction
- Issue resolution
- Quality assurance
- Process improvement
- Operational efficiency
- Budget management
- Regulatory compliance
- Crew leadership
- Team leadership
- Training and development
- Technical support
- Documentation and reporting
- Cost reduction strategies
- Attention to detail
- Critical thinking
- Time management
- Effective communication
- Marketing strategy
- Vehicle inspection
Accomplishments
Isuzu Star Tech
Timeline
Service Manager
Hiley Volkswagen
12.2010 - 06.2019
Assistant Service Manager
Jerry Damson Acura
12.2007 - 12.2010
Restaurant Owner
Self-employeed
05.2006 - 12.2007
Automotive Service Advisor
Woody Anderson Ford
2005 - 2007
Automotive Technology
Calhoun Community College