Mathew Spellman
New Prague,MN
Summary
Dynamic leader with a proven track record at Apple Ford Shakopee, adept in customer service management and problem-solving. Elevated client satisfaction and revenue through strategic service improvements and team leadership. Skilled in conflict resolution and multitasking, ensuring high-quality service delivery and operational efficiency.
Overview
11
11
years of professional experience
Work History
Service Manager
Apple Ford Shakopee
01.2018 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
Automotive Service Advisor
Freeway Ford
08.2016 - 01.2018
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
Automotive Fleet Manager
Barbee's Freeway Ford
04.2014 - 08.2016
- Maintained accurate records of all vehicles'' registration, insurance policies, maintenance logs, and other relevant documentation for easy access during audits or inspections.
- Inspected vehicles and requested maintenance tasks be completed within specific timeframes.
- Positively interacted with drivers, upper management and shop department, which helped improve overall communication.
- Increased fleet efficiency by implementing preventive maintenance programs and scheduling regular vehicle inspections.
- Evaluated fleet performance metrics regularly to identify areas for improvement, leading to increased productivity and revenue growth.
- Enhanced overall fleet safety through rigorous compliance with regulatory standards and implementation of best practices in risk management.
Education
Diploma - General Studies
Shakopee High School
Shakopee06.2009
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Critical Thinking
- Reliable and Responsible
- Employee Training and Development
- Conflict Resolution
- Time Management
- Customer Service Management
- Team Collaboration and Leadership
- Trustworthy and Honest
Accomplishments
We have won Ford Presidents award since 2021. I have increased profits year over year since 2021
Affiliations
Ford Motor Company PSMAC representative
Timeline
Service Manager
Apple Ford Shakopee
01.2018 - Current
Automotive Service Advisor
Freeway Ford
08.2016 - 01.2018
Automotive Fleet Manager
Barbee's Freeway Ford
04.2014 - 08.2016
Diploma - General Studies
Shakopee High School
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