MICHAEL OLSON
Round Lake,IL
Summary
Highly motivated and enthusiastic individual with a great work ethic.
Articulate and effective communicator; works well with individuals on all levels; recognized as a resourceful person, problem solver and team player; possesses excellent interpersonal skills and performs cross-functional team interactions to collaborate regarding tasks; has ability to absorb information quickly and follow instructions efficiently; possesses the capacity to direct and assist assigned staff in performing operations; possesses good leadership qualities and has excellent interpersonal and communication skills.
Overview
26
26
years of professional experience
Work History
Assistant Service Manager
Star Auto Authority
10.2021 - 04.2024
- Performed shop's opening and closing procedures
- Collaborated with leadership of other departments (mechanical and bodyshop)
- Sourced and ordered parts
- Provided service for domestic and foreign vehicles
- Proficient in several computer systems and programs
- Communicated status of job service as necessary
- Served as primary point of contact for customers
- Worked with customers to identify service needs
- Advised customers of needed repairs
- Determined product warranty status and assisted in processing customer warranty claims
- Wrote and closed repair orders
- Worked with insurance companies and extended warranties
- Participated in test drives
- Coordinated with outside vendors and services
- Provided loaner cars.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Established positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Served as knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Service Consultant
The Porsche Exchange
05.2017 - 06.2020
- Served as primary point of contact for customers
- Operated several computer systems and programs
- Provided information about service procedures and expected timelines.
- Documented payment details and personal information on customer accounts.
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Actively participated in industry conferences and events as representative of company, fostering valuable connections with prospective clients and partners alike.
- Streamlined service processes for increased efficiency and improved customer experience.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Trained new personnel regarding company operations, policies and services.
- Maintained liaisons with managers, techs, parts, and sales departments
- Communicated status of job service as necessary
- Worked with customers to identify service needs
- Advised customers of needed repairs
- Determined product warranty status and assisted in processing customer warranty claims
- Wrote and closed repair orders
- Worked with insurance companies and extended warranties
- Participated in test drives
- Coordinated with outside vendors and services
- Provided loaner cars.
Service Manager
Imperial Motors Jaguar
03.2016 - 05.2017
- Oversee all services and workspaces in shop
- Delegate and direct service tasks; monitor progress of all current and pending projects
- Consistently deliver incredible customer service experiences by offering knowledge, advice, and answering questions and concerns
- Act as highest source of information for all service, inventory, and product-knowledge concerns and work process matters (for both employees and customers)
- Manage and update invoices
- Process new orders and track inventory
- Communicate and maintain good relations with manufacturing reps and dealers
- Keep safe and clean workspace at all times
- Monitor employee work and provide frequent progress reports in order to improve employee satisfaction and efficiency
- Follow and abide by all industry standards, regulations, and laws
- Help train new employees in company procedures, including safety and work processes
- Stay up to date on industry standards and any new innovations, materials, tools, and/or processes that can benefit company.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Negotiated with vendors to secure best prices for parts and supplies.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Service Consultant
The Audi and Porsche Exchange
01.2003 - 01.2015
- Performance and responsibilities same as most recent position at The Porsche Exchange mentioned above
Warranty Administrator
The Audi and Porsche Exchange
01.2000 - 01.2003
- Submitted and collected payment for all warranty claims
- Collaborated with corporate representatives
- Worked with parts department, technicians, and managers regarding warranty claims
- Ran end-of-month reports.
- Maintained high level of accuracy in claim submissions, resulting in minimal rejections due to incorrect information or incomplete documentation.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Supported service department in understanding applicable warranties, leading to improved accuracy in diagnosing warrantable repairs.
- Monitored factory recalls and announcements to stay on top of changes.
- Conducted regular audits of warranty work orders to ensure compliance with manufacturer guidelines and maintain dealership reputation for quality service delivery.
- Negotiated goodwill assistance from manufacturers when appropriate, securing financial relief for customers facing costly non-warranty repairs.
Office Assistant
The Audi and Porsche Exchange
01.1998 - 01.2000
- Assisted comptroller, accounts payable, and customers
- Answered phone and took service appointments.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Collaborated with various departments to complete assigned tasks.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Education
Some College (No Degree) -
College of Lake County
Grayslake, ILSkills
- Good written/verbal communication skills
- Creative approach to new campaigns
- Good negotiating and interpersonal skills
- Detail-oriented
- Working in fast-paced environment
- Multitasking and organizational skills
- Team-oriented
- Good numeracy skills and knowledge of statistics
- High standard of computer literacy
- Driven and determined
- Customer service focus
- Upselling
Work References
- Bill Wilczynski, Star Auto Authority, General Manager, 847-816-0011, bwilczynski@starautoauthority.com
- Peter Sadalski, Star Auto Authority, Service Manager, 847-816-0011, psadalski@starautoauthority.com
- Kenneth Petersen, Star Auto Authority, Bodyshop Manager, 847-816-0011, kpetersen@starautoauthority.com
- Zlatko Milenkovic, The Porsche Exchange, Technician, 847-414-2966, zm85@yahoo.com
- Jordan Aron, Imperial Motors Jaguar, President, 847-615-0606, jaron@imperialmotors.com
- Tony Busuego, Former The Porsche Exchange, Service Consultant, 949-683-0788, tbusuego@gmail.com
References
- Ramona Olson, Customs and Border Protection Agency supervisor entry specialist, 847-393-5851, olsonramona7@gmail.com
- Ken Olson, Customs and Border Protection Agency officer, 847-668-4449, Keno_1469@yahoo.com
- Chase Jarnowski, Customs and Border Protection Agency officer, 224-277-3878, chazerj@gmail.com
Timeline
Assistant Service Manager
Star Auto Authority
10.2021 - 04.2024
Service Consultant
The Porsche Exchange
05.2017 - 06.2020
Service Manager
Imperial Motors Jaguar
03.2016 - 05.2017
Service Consultant
The Audi and Porsche Exchange
01.2003 - 01.2015
Warranty Administrator
The Audi and Porsche Exchange
01.2000 - 01.2003
Office Assistant
The Audi and Porsche Exchange
01.1998 - 01.2000
Some College (No Degree) -
College of Lake County