Melanie Cartwright
Virginia Beach,VA
Summary
Skilled Automotive Service Manager with substantial experience in managing both large and small auto service departments. Strengths include proficiency in business operations, customer service, staff management, and extensive knowledge of automotive repair and maintenance procedures. Have been successful in improving workflow efficiencies, increasing customer satisfaction rates, and fostering a positive work environment for team members.
Overview
14
14
years of professional experience
Work History
Assistant Service Manager
Priority Toyota Chesapeake
Chesapeake, VA
07.2024 - Current
- Assigned work and monitored performance of project personnel.
- Scheduled preventive maintenance services for customers according to manufacturer's recommendations.
- Advised customers on proper vehicle care techniques after completion of repairs.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Service Manager
Southern Kia GMC Buick
Chesapeake, VA
10.2022 - 06.2024
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Created and managed budgets for travel, training, and team-building activities.
- Hired and trained team to maintain and repair vehicles.
Service Manager
Checkered Flag Motor Car Company
Newport News, VA
05.2021 - 09.2022
- Analyzed repair orders to identify trends in vehicle issues, parts usage, and labor costs.
- Hired, trained, and supervised a team of automotive service technicians.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Created marketing plans for the service department to attract more customers.
- Developed and implemented policies and procedures for efficient workflow.
Customer Service Manager (CSM)
Checkered Flag Motor Car Company
Virginia Beach, VA
09.2019 - 04.2021
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Service Consultant
Checkered Flag Motor Car Company
Virginia Beach, VA
10.2016 - 09.2019
- Educated customers about preventative maintenance programs available at the dealership.
- Greeted customers, identified their needs and provided advice on automotive services.
- Maintained accurate records of customer transactions in the dealership database.
- Monitored work progress to ensure timely completion of services within specified timeframes.
Service Consultant
Hall Automotive
Virginia Beach, VA
02.2012 - 09.2016
- Upsold additional products such as extended warranties, oil changes, tire rotations.
- Processed customer payments for parts and labor charges using a point-of-sale system.
- Collaborated closely with colleagues across departments such as sales, finance and accounting.
- Ordered necessary parts for specific service jobs as needed from suppliers or dealerships.
Assistant Service Manager
RK Auto Group
Virginia Beach, VA
08.2010 - 02.2012
- Assigned tasks to technicians based on their skill level and experience.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
Education
Some College (No Degree) -
Tidewater Community College
Skills
- Team Leadership
- Customer Service
- Mechanical Knowledge
- Quality Control
- Communication Skills
- Computer Skills
- Business Development
- Operating Systems
Awards
- Top Dog Manager, Chris Collins, Inc.
- Service Management, NCM Institute of Automotive Training
Timeline
Assistant Service Manager
Priority Toyota Chesapeake
07.2024 - Current
Service Manager
Southern Kia GMC Buick
10.2022 - 06.2024
Service Manager
Checkered Flag Motor Car Company
05.2021 - 09.2022
Customer Service Manager (CSM)
Checkered Flag Motor Car Company
09.2019 - 04.2021
Service Consultant
Checkered Flag Motor Car Company
10.2016 - 09.2019
Service Consultant
Hall Automotive
02.2012 - 09.2016
Assistant Service Manager
RK Auto Group
08.2010 - 02.2012
Some College (No Degree) -
Tidewater Community College
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