Michael Berryhill
Las Cruces,NM
Summary
Dependable hard-working Automotive Service Manager with over 35 years of experience in automotive service and repair leadership. Proven mentor trainer and director of multiple service department teams with aggressive performance metrics. Enhancing service center reputations through aggressive training of advisors and technicians for the goal of taking the customers beyond their expectations of great service and ensuring that their vehicle is fixed right the first time. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boosting performance.
Overview
37
37
years of professional experience
Work History
Honda Hyundai & CDJR Service Manager
Casa Automotive Group
02.2021 - Current
- Implemented strategies to increase customer service satisfaction scores.
- Current YTD average CSI / CXE scores is 935 for Honda and 958 for CDJR
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Analyzed service reports to identify areas of improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of repair
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained records of service transactions and customer feedback for future reference.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Monitored service staff performance and provided feedback for improvement.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintain team productivity and quality of service by establishing and maintaining clear labor and service benchmarks. Currently maintaining 94.9 ELR percentage and average technician productivity percentage of 102.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- 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.
- Coordinated with other departments to maintain streamlined and productive workflow.
- 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.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
Service Advisor / Fleet Manager / Shop Foreman
Prestige CDJR
01.2012 - 01.2021
- Inspected vehicles and requested maintenance tasks be completed within specific timeframes.
- Positively interacted with upper management and shop department, which helped improve overall communication.
- Proactively identified and solved complex problems that impacted management and business direction.
- Developed new branding initiatives and implemented uniform fleet design to increase brand exposure.
- Supervised maintenance team and effectively delegated assignments to optimize processes.
- Directed daily operations of team of 26 technicians and shop professionals.
- Built relationships with customers and managed accounts to drive revenue and profit.
- Managed staff hiring, training and supervision.
- Cultivated professional working relationships with peers and supervisors.
- Increased customer satisfaction and grew business by maintaining close relationships with customers.
- Trained and coached employees to improve performance and skills.
Automotive Service Manager
Best Auto Repair
08.2006 - 12.2011
- Monitored service staff performance and provided feedback for improvement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Analyzed service reports to identify areas of improvement.
Service Manager
AAMCO Transmissions
07.1987 - 07.2006
- Met with customers to discuss service needs and offer available solutions.
- Monitored inventory levels and placed orders to replenish stock.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Hired, trained and supervised team of service staff members to meet business goals.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Negotiated with vendors to secure best prices for parts and supplies.
- Resolved customer complaints in professional and timely manner.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Analyzed service reports to identify areas of improvement.
Education
High School Diploma -
Las Cruces High School
Las Cruces, NM05.1980
Skills
- Workflow Management
- Energetic and Outgoing
- Coaching and Mentorship
- Staff Management
- Leadership Development
- Dependable and Responsible
Timeline
Honda Hyundai & CDJR Service Manager
Casa Automotive Group
02.2021 - Current
Service Advisor / Fleet Manager / Shop Foreman
Prestige CDJR
01.2012 - 01.2021
Automotive Service Manager
Best Auto Repair
08.2006 - 12.2011
Service Manager
AAMCO Transmissions
07.1987 - 07.2006
High School Diploma -
Las Cruces High School
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