Michael Kamler
Germantown,USA
Summary
Dynamic professional with over 25 years of experience in automotive customer service and fleet management, consistently delivering exceptional results in fast-paced environments. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills while optimizing fleet operations for maximum efficiency. Skilled in building strong relationships with clients and stakeholders, ensuring alignment with organizational goals. Committed to leveraging industry expertise to drive performance improvements and elevate service standards.
Overview
41
41
years of professional experience
Work History
Fleet & Warranty Manager
TruGreen
06.2021 - Current
- Managed warranty claims processes and analyzed warranty data to identify trends and implement process improvements for operational efficiency.
- Collaborated with cross-functional teams to resolve complex warranty issues, enhancing service delivery outcomes and improving customer satisfaction.
- Established performance metrics for warranty operations, driving accountability and continuous improvement initiatives.
- Implemented technology solutions to streamline workflows, enhancing overall productivity within the warranty department.
- Conducted regular audits of service center workmanship to maintain high-quality repair standards under manufacturer guidelines.
Service Development Specialist
GENERAL MOTORS/MSX International
01.2017 - 01.2021
- Implemented service strategies with GM dealership personnel to grow the business, increase dealer profitability, customer satisfaction, and customer service retention. Implemented and monitored 62 GM dealers on service lane processes. Served as a center of expertise to train, educate and monitor dealership management on the following service lane tools: Service Workbench (SWB) and Online Service Scheduling (OSS). Based in Memphis, TN but traveled to dealerships across six states on a daily/weekly basis.
- Key Accomplishments
- When first hired, there were only 16% of the dealerships integrated in my territory. After 18 months, we had 94% integration.
- Territory expanded from Mid-south region (TN/MS/AR) to also include Missouri, Kentucky and southern Illinois.
- Primary Responsibilities
- Assisted dealers in improving LOF/MPVI cycle times to under an hour
- Met defined metric goals for assigned dealers within a set geographic area
- Motivated and incentivized dealership service advisors to process new On-Star activations as part of their customer intake process. This was the focus initiative for all Service Development Specialists in 2020, and even more so during the COVID-19 pandemic which halted all travel to dealerships.
- Tracked metric progress of assigned dealers within a geographic area of responsibility, while qualifying and evaluating new candidates for service strategy implementation
- Ensured dealer processes were in place to gather local competitive data
- Interfaced with District Sales, Service, Parts and Zone management to maintain cross communication of dealer process changes underway and share opportunities for improvement
Fleet Maintenance & Warranty Advisor
THE SERVICEMASTER FAMILY OF BRANDS
01.2005 - 01.2016
- Conducted training for all branch personnel to familiarize and orient them to FAMMS- Fleet Asset Maintenance Management Software and ARI- Garage Maintenance System
- Identified and tracked all warranty and cost saving opportunities and submitted claims directly to General Motors representative.
- Served in a cross-functional capacity to document daily workflow process for Fleet Administration and Disposal function
- Certified by ASE- Automotive Service Excellence 2008-2016
- Comprehensive on-site tire annual training with both Firestone & Goodyear
- Primary Responsibilities
- Authorized recommended repairs for fleet vehicles with vendors or a branch location
- WEX Fuel Card System- issued new cards to branch personnel and reconciled discrepancies with cards when any issues arise.
- Created work orders to document all repairs and administer virtual credit card payment for services upon completion
- Determined the actual service needs to maintain the vehicle in a safe and efficient condition while ensuring the cost effectiveness of all repairs.
- Troubleshoot incoming calls from vendors and branch personnel promptly, professionally and courteously.
Customer Service Advisor
DOBBS NISSAN
01.2004 - 01.2004
- Identified customer problems and needs, determined services to be performed, prepared service orders, and scheduled and dispatched work to service technicians.
- Performed administrative functions, including invoicing, handling customer payments, and completing warranty information.
Assistant Service Manager
SUNRISE PONTIAC/GMC
01.1997 - 01.2003
- Served as point person in resolution of customer issues and problems.
- Coordinated with service technicians to discuss problems and assure quality customer service.
Management Training/Sales
COVINGTON PIKE HONDA
01.1995 - 01.1996
- Developed comprehensive product and administrative knowledge to help guide customers through sales purchase process
- Met or exceeded sales quotas each of the fifteen months with Honda
- Completed industry-oriented sales and management training program
Merchandiser
ORGILL BROTHERS HARDWARE
01.1994 - 01.1994
- Renovated 20,000 sq ft hardware store, including installation of shelving, merchandising of products, and training of store employees on electronic ordering system.
- Conducted market research in competitor’s stores to assure competitive pricing for Orgill Brothers retailers.
Front-end Supervisor and Customer Service
THE KROGER FOOD STORES
01.1985 - 01.1993
- Managed and supervised cashiers and courtesy clerks, scheduled shifts and breaks, compiled weekly payroll and assigned duties for each staff member. Handled all customer problems and complaints, verified and reconciled cash intake, calculated payroll and administered delinquent check collections. Operated cash registers and balanced cash drawers
Education
Bachelor of Business Administration Degree - Transportation & Logistics
Memphis State University (now Univ. of Memphis)
01.1993
High School - undefined
Christian Brothers High School
01.1987
Skills
- Warranty analysis and claims processing
- Operational efficiency
- Problem resolution
- Work planning and prioritization
- Scheduling and coordinating
- Customer relationship management
- Fleet and automotive product expertise
- Teamwork and collaboration
- Documentation and reporting
- Preventive Maintenance
Timeline
Fleet & Warranty Manager
TruGreen
06.2021 - Current
Service Development Specialist
GENERAL MOTORS/MSX International
01.2017 - 01.2021
Fleet Maintenance & Warranty Advisor
THE SERVICEMASTER FAMILY OF BRANDS
01.2005 - 01.2016
Customer Service Advisor
DOBBS NISSAN
01.2004 - 01.2004
Assistant Service Manager
SUNRISE PONTIAC/GMC
01.1997 - 01.2003
Management Training/Sales
COVINGTON PIKE HONDA
01.1995 - 01.1996
Merchandiser
ORGILL BROTHERS HARDWARE
01.1994 - 01.1994
Front-end Supervisor and Customer Service
THE KROGER FOOD STORES
01.1985 - 01.1993
High School - undefined
Christian Brothers High School
Bachelor of Business Administration Degree - Transportation & Logistics
Memphis State University (now Univ. of Memphis)
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