Michael Montoya

Professional Automotive Service Writer with 15 years of experience working at dealership repair shops. Comfortable working in high demand, fast-paced business while providing courteous professional service to new and established customers. Trained and knowledgeable on large variety of automobile makes and models.

Handle all types of customer service requirements in BDC environments with excellent analytical, schedule management and document preparation skills. Effectively handle needs of customers each day by delivering fast, knowledgeable support. Good relationship-building skills, team-oriented nature to multitask.

Knowledgeable and dedicated customer service professional with extensive experience in the service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Highly skilled BDC supervisor with 2 years of experience supervising in a BDC environment, scheduling and directing employees. Resourceful specialist, knowledgeable in basic and extended warranty. Track record of boosting efficiency (2 years working with CSI Team and was able to increase and maintain service team averages during this period ). Focused on monitoring safety in busy and potentially hazardous environment.

In 2023 at Bill Luke's Service Center, I would assist our marketing team with creating better Ads for the Service Department section of our website. With decades of experience in the service department as my foundation, I would help the team create an outline of our seasonal Ads that not only promoted specific services. But would also move our customers through the expected services they would need throughout the year. Marketing would then take the outlines and create mock Ads for myself and management to view and critique. On occasions where the marketing team had ideas for a future Ads, I would take the information and inject the correct service vocabulary. This was complimented on numerous occasions throughout the year by not only our Management Team but Marketing as well. Mainly because my outlines were clear, had great examples for those not familiar with the Service Department, and were always created a month in advance. Which gave our teams plenty of time to bounce ideas from on another.

Beginning in 2021, a customer relations position I was offered at Bill Luke contained duties revolved around our massive intake of customer responses to service surveys. All service survey information was collected and moved to excel, where the details would be sorted based on what was needed at the time. The advisors would receive details arranged alphabetically by customer, along with details needed to contact recent customers. Management would need details that included the averages and totals of the advisors daily, weekly, monthly performances. As the year continued, quarterly averages would also be allocated along with a yearly wrap up. Data collection was one part of the CSI position. The position also included but was not limited to;

*interacting with 1100+ text per month to be sure that our advisors did not overlook any attempts at being contacted by their customer

*contacting customers by phone, email and text to go over issues with their recent visit.

*assisting with return visits to ensure a high level of customer service

*acting as an intermediary when the customers become unable to contact or work with certain advisors or management.

*performing follow ups and grading the advisors based on that assessment.

At the Bill Luke Service Center In 2020, our Customer Relations Manager went out on leave and I was introduced to the CSI process they were in charge of at the time. With little instruction I was able to replicate the representatives day to day activities without harming the teams upward momentum. This included learning how to use Excel and recreate the spreadsheets that were created on a daily basis for the team. The sheets required averages for the current week and month, restructuring to eliminate useless details. As well as emailed and printed copies for various uses throughout the work week. Monthly averages were collected and presented to the team...along with quarterly, 6 month and yearly averages as well. Once the team member returned from leave, I was offered a permanent position as a CSI Representative working along side them.

At Chapman BMW, with 9 years of experience as a tire installer at the time. I was given the opportunity to become the Assistant Shop Foreman temporarily for the Tire Shop at a Satellite location for used units. I was only given 1 employee to manage, but between the 2 of us we maintained an excellent relationship with the Service Advisors that were on site. This allowed us to sell tires at a rate that was far more consistent than what was expected going into the project. It was believed that the used location would only produce numbers that would be around a quarter of the main location but not more than half. The first year produced sales that were more than half of our main shop. This earned me a permanent role as an Assistant Forman. Before leaving the company, the second location began to achieve numbers similar to our main location. I would achieve this by creating an environment of consistency and trust with the Used Car Manager and Advisors. As well as an inspection process that could easily allow a limited amount of people produce a higher volume of tire sales and installations. I would be responsible for developing a training program for the Hunter TCX565 tire changer, which was a new piece of equipment for the Used Car location. I would train the employee that worked on site at my location as well as 2 others that would continue to work at the main shop personally.

During my Time with Progressive Insurance, I would become licensed in 17 different States including my own. These licences required testing that was taken every 2 years for renewal in order to maintain employment as an Insurace Agent.

As a tire installer, a tire certification is required. This was taken yearly while working in the Costco Wholesale Tire Department from 2001 - 2008. And again while employed at BMW from 2010 - 2014.

• Reading and/or listening to Audio Books
• Video Editing
• Photo Shop
• Creative Writing
• Script Writing
• Gaming