Martin Van Hecke

• Managed day-to-day business operations.
• Operated with safety and skill to avoid accidents and delays.
• Delivered exceptional customer service by addressing concerns promptly, resolving issues professionally, and fostering positive rapport with clients.
• Managed financial aspects of business operations including budgeting, expense tracking, invoice processing, and tax filing.
• Verified contents of inventory loads against Bills of Lading.

Responsible for hiring and training of all service personnel. Setting up new processes for service and detail. Providing excellent customer service always. Handled parts procurement for Used Car Department along with customer vehicles. Setting up new accounts for factory parts, aftermarket parts and used parts for best pricing and availability.

• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Analyzed service reports to identify areas of improvement.
• Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
• Monitored inventory levels and placed orders to replenish stock.
• Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
• 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.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Maintained records of service transactions and customer feedback for future reference.
• Negotiated with vendors to secure best prices for parts and supplies.
• Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
• Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Set aggressive targets for employees to drive company success and strengthen motivation.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Met project deadlines without sacrificing build quality or workplace safety.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Achieved project deadlines by coordinating with contractors to manage performance.

Responsible for hiring and managing all service department personnel, as well as, monitoring their performance in servicing customers. Maintained a Platinum level Customer Service Index (CSI) throughout my tenure. Developed goals and objectives for the service department, including the oversight of an annual operating budget and a marketing plan to promote new and repeat business. Created training for administrative policies and procedures for all department personnel. Motivated technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers. Effectively reduced staff by 25% which, increased profitability margins by 75% verses 2017 which ended with a 25% margin rate.

• Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
• Ensured compliance with industry regulations and standards, maintaining a safe working environment for staff and customers alike.
• Monitored market trends and competitor strategies to ensure the company''s service offerings remained competitive and relevant.
• Optimized scheduling practices to ensure adequate staffing levels during peak times for seamless customer support.
• Analyzed customer feedback data to identify trends and areas of improvement in the delivery of services provided.

Responsible for hiring and managing all service department personnel, as well as, monitoring their performance in servicing customers. Developed goals and objectives for the service department, including the oversight of an annual operating budget and a marketing plan to promote new and repeat business. Created training for administrative policies and procedures for all department personnel. Motivated technicians to keep their skills up-to-date through periodic technical training on new systems and components offered by the automotive manufacturers. Implemented a spray in bed liner program for the dealership. With the help from other managers within the dealership we also started Route 66 ( Custom Lifted Trucks ) and TM Air ( Auto Transport Service).

• Implemented regular training programs for staff members, fostering professional development and keeping skills up-to-date in an ever-changing industry.
• Conducted thorough evaluations of technician performance, providing constructive feedback and coaching to improve overall productivity.
• Increased customer satisfaction by implementing efficient service processes and streamlining communication between technicians and clients.
• Managed a team of automotive technicians, ensuring timely completion of repairs and adherence to quality standards.
• Consistently met or exceeded monthly performance targets set by upper management in terms of revenue generation, customer satisfaction ratings, and operational efficiency metrics.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.