MEGAN KITCHENS
Vancouver,WA
Summary
Service Manager with a background in automotive service leadership, team coaching, and building customer relationships. Known for improving service flow, strengthening communication, and supporting accurate repair, estimate, and warranty review while helping teams stay aligned with customer satisfaction goals.
Overview
16
16
years of professional experience
Work History
Service Manager
Mazda of Gladstone
Gladstone, OR
11.2024 - Current
- Developed and implemented operational processes that enhanced service flow and boosted department efficiency.
- Coached and mentored staff on performance standards and customer experience expectations, improving daily workflow execution.
- Established team objectives to guide project focus, contributing to measurable improvements in customer satisfaction.
- Enhanced department morale through open communication and collaboration through clear communication, consistent follow-through and teamwork based.
- Examined repair orders for accuracy and completeness, estimates, and warranty paperwork for accuracy.
Service Manager
Audi Beaverton
Beaverton, OR
10.2022 - 11.2024
- Managed a large service team to meet departmental targets for capacity, quality, and customer satisfaction.
- Resolved complex customer complaints professionally and effectively, reducing escalations and rebuilding trust.
- Hired, onboarded, and trained new staff using a structured training plan and performance expectations.
- Improved daily workflow by refining scheduling, communication, and repair tracking practices.
Service Advisor
Dick Hannah Volkswagen/Hyundai
Portland, OR
01.2019 - 02.2022
- Provided high-level customer service while preparing estimates and maintaining timely, transparent expectations.
- Consulted with customers on repair and maintenance needs, ensuring accurate recommendations and clear explanations.
- Promptly responded to customer inquiries via phone, email or in person.
- Maintained thorough service documentation to support accurate repair histories and compliance.
- Reviewed warranty coverage and service contract details for repair visits.
- Supported advisor training and onboarding, helping new hires ramp faster.
Service Advisor
Alan Webb Mazda
Vancouver, WA
07.2016 - 12.2018
- Guided customers through service appointments, enhancing understanding and satisfaction.
- Provided timely updates on vehicle issues and repair timelines, ensuring informed customer decisions.
- Balance urgency, accuracy, and service quality to enhance overall customer experience.
Overnight Freight Associate
New Seasons Market
Vancouver, WA
01.2016 - 07.2016
- Managed freight processing, restocking, and backroom organization to maintain inventory readiness.
- Ensured inventory accuracy through careful receiving and efficient stock rotation.
Grocery Clerk
Fred Meyer
Vancouver, WA
03.2011 - 03.2014
- Assisted customers with product availability, pricing, and general merchandising questions.
- Maintained clean, organized shelves while supporting accurate stocking and presentation standards.
Education
High School Diploma -
Heritage High School
Vancouver, WA06-2010
Skills
- Service Operations Management
- Service Department Management
- Process Creation & Optimization
- Workflow Efficiency & Productivity
- Customer Satisfaction / NPS Improvement
- Conflict Resolution & Customer Recovery
- Staff Hiring, Training & Leadership
- Strategic Planning & Goal Setting
- Service workflow management
- Communication & Team Collaboration
- Attention to detail
Timeline
Service Manager
Mazda of Gladstone
11.2024 - Current
Service Manager
Audi Beaverton
10.2022 - 11.2024
Service Advisor
Dick Hannah Volkswagen/Hyundai
01.2019 - 02.2022
Service Advisor
Alan Webb Mazda
07.2016 - 12.2018
Overnight Freight Associate
New Seasons Market
01.2016 - 07.2016
Grocery Clerk
Fred Meyer
03.2011 - 03.2014
High School Diploma -
Heritage High School