Michael Sheppard II
Indianapolis,IN
Summary
Goal-driven service manager offering several years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation. Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Personable Service Manager driving process optimization and business profitability on continuous basis. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with federal, state, and local regulations that affect service operations. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
19
19
years of professional experience
Work History
Service Manager
Valvoline Instant Oil Change
Indianapolis, IN
03.2016 - Current
- Resolved customer complaints quickly and effectively.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
- Created standard operating procedures for all service functions.
- Conducted performance reviews and provided constructive feedback to staff members.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Monitored employee performance through key metrics analysis.
- Maintained inventory of parts and supplies, ensuring availability for service tasks.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
- Adhered to customer service standards to foster satisfaction and retention.
- Motivated and supported employees to maintain low turnover.
Service Manager
Great Lakes Quick Lube (Valvoline Franchise)
Indianapolis, IN
04.2011 - 03.2016
- Resolved customer complaints quickly and effectively.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Analyzed existing processes for potential cost savings initiatives.
- Monitored service performance metrics to identify areas of improvement.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Ensured compliance with applicable laws and regulations related to services provided.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Trained new employees on the use of customer relationship management software systems.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
88M Truck Driver
United States Army
Fort Hood, TX
10.2007 - 04.2011
- Communicated with dispatch regarding any changes in route due to unexpected delays or detours.
- Assisted in loading and unloading cargo from truck at customer sites using proper techniques and equipment.
- Followed company guidelines for safe handling of hazardous materials when transporting freight.
- Ensured cargo was properly loaded and secured in accordance with applicable laws.
- Performed pre-trip inspections on trucks, trailers, and other equipment prior to departure.
- Adhered to strict deadlines while ensuring all shipments were delivered intact and on time.
- Operated truck safely in congested city streets as well as rural highways.
- Cleaned interior cab of truck regularly according to company standards.
- Conducted daily vehicle checklists; reported any problems or damage immediately.
- Inspected vehicles for mechanical items and safety issues before each trip.
- Hooked and unhooked trailers from tractor and converter dollies.
Lube Technician
Big Don's Quick lube (Valvoline Franchise)
Indianapolis, IN
06.2005 - 10.2007
- Ensured that all tools were properly stored after use in order to maintain a clean working environment.
- Installed new windshield wiper blades and checked tire pressure.
- Greeted customers in a friendly manner upon arrival at the service station.
- Performed oil changes and lubrication services on a variety of vehicles.
- Educated customers about preventive maintenance services available to them.
- Attended regular training sessions to stay up-to-date with industry standards.
- Disposed of used oil containers in accordance with local regulations.
- Inspected and changed air filters, fuel filters, transmission fluid, coolant levels and other fluids as needed.
- Maintained tools, test equipment and materials, keeping work areas organized.
- Performed complete vehicle maintenance inspections and topped off fluid levels.
- Replaced cabin, fuel, air and oil filters and tested vehicle lights.
Education
GED -
Pike High School
Indianapolis, IN08-2005
Skills
- Resource Allocation
- Customer Service
- Service Documentation
- Expert in [Software]
- Staff Supervision
- Project Planning
References
References available upon request.
Accomplishments
- Helped onboard an acquisition with a team of highly motivated SCMs
- First service center manager in the Hoosier Market
- Trained and promoted 6 SCM’s
- Helped onboard our Tipton location
- Partnered with AM on csr tailgate classes
- Pioneered pictures on google for the Hoosier market with 5 star reviews
- Helped write and run a new super pro process for our Bloomington location
- Helped with cystic fibrosis fundraising and awareness
Timeline
Service Manager
Valvoline Instant Oil Change
03.2016 - Current
Service Manager
Great Lakes Quick Lube (Valvoline Franchise)
04.2011 - 03.2016
88M Truck Driver
United States Army
10.2007 - 04.2011
Lube Technician
Big Don's Quick lube (Valvoline Franchise)
06.2005 - 10.2007
GED -
Pike High School