Michael Smalley
Phoenix,AZ
Summary
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
1
1
year of professional experience
Work History
Service Coordinator
Amerit Fleet Solutions
Goodyear, Az, AZ
10.2023 - Current
- Provided support to field technicians during service visits when necessary.
- Maintained up-to-date knowledge of industry trends and best practices.
- Created detailed reports on quality assurance metrics related to service delivery.
- Analyzed data to identify trends in customer needs and preferences related to services offered.
- Coordinated service schedules and delegate work daily.
- Reviewed invoices for accuracy prior to submission for payment processing.
- Managed inventory levels of parts used in servicing equipment.
- Ensured compliance with all relevant regulations pertaining to service operations.
- Provided customer service to ensure client satisfaction.
- Identified methods to improve customer experiences, meeting or exceeding expectations.
Heavy Duty Service Coordinator
Marco Crane / Mardian Transport
Phoenix, AZ
- Manages service appointments
- Welcomed customers and made general assessments of vehicle issues
- Worked to ensure customer satisfaction and handled customer issues
- Shop monitor of our 5 bay service technicians
- Recorded customer vehicle service issues in company database
- Resolved customer complaints and minor customer service issues
- Performed customer follow-up contact to ensure customer satisfaction.
- Analyzed data from customer feedback surveys to identify areas for improvement.
Service Manager
Chapman BMW
Chandler, AZ
- Greeting and attending to our guests -Effectively communicate to the customer the timeline of repair and maintenance -Follow up with progress calls and/or emails to customers regarding any changes in the estimate or pick up time -Document repair and maintenance changes on repair order in the approved manner -Resolve customer complaints and questions -Establish and maintain strong positive working relationships and loyalty with customers to encourage repeat and referral business allowing for long-term clientele
- Answering a multi-line phone system
- Directing guests appropriately on the phone or in person.
- Conducted performance reviews and provided constructive feedback to staff members.
- Resolved customer complaints in a timely manner.
- Created detailed reports on service activities for senior management review.
Service Manager
Earnhardt Mazda
Scottsdale, AZ
- Scheduled vehicle service appointments
- Welcomed customers and made general assessments of vehicle issues
- Worked to ensure customer satisfaction and handled customer issues
- Recorded customer vehicle service issues in company database
- Resolved customer complaints and minor customer service issues
- Performed customer follow-up contact to ensure customer satisfaction.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Analyzed existing processes for potential cost savings initiatives.
- Conducted performance reviews and provided constructive feedback to staff members.
- Provided technical support for hardware and software issues experienced by customers.
Assistant Service Manager
Arrowhead Cadillac
Glendale, AZ
- Greeting and attending to our guests -Effectively communicate to the customer the timeline of repair and maintenance -Follow up with progress calls and/or emails to customers regarding any changes in the estimate or pick up time -Document repair and maintenance changes on repair order in the approved manner -Resolve customer complaints and questions -Establish and maintain strong positive working relationships and loyalty with customers to encourage repeat and referral business allowing for long-term clientele
- Answering a multi-line phone system
- Directing guests appropriately on the phone or in person
- Logging all showroom traffic into the desk log
- Notifying dealership personnel of visitor arrival
- Contributing to team efforts by accomplishing related tasks as assigned, such as BDC support, light clerical duties, and data input.
- Identified opportunities for cost savings within the service department while maintaining high quality of services offered.
- Worked closely with sales team to ensure proper warranty coverage was being applied when necessary.
- Conducted regular meetings with technicians to discuss progress, performance issues, and customer feedback.
Office Manager
Mike's and Wendy's European Automotive
Glendale, AZ
- Scheduled vehicle service appointments
- Welcomed customers and made general assessments of vehicle issues
- Worked to ensure customer satisfaction and handled customer issues
- Recorded customer vehicle service issues in company database
- Resolved customer complaints and minor customer service issues
- Performed customer follow-up contact to ensure customer satisfaction.
- Developed and implemented office policies and procedures.
- Supervised staff members, organized schedules and delegated tasks.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
Education
Certificate - Six Sigma ( White Belt )
Six Sigma Online
Online02-2023
High School Diploma -
Ironwood High School
Glendale, AZ05-1994
Skills
- Operations Management
- Office Management
- Customer Service
- Policy Development
- Expense Reporting
- Presentation Design
- Conflict Management
- Staff Training
- Strategic Planning
- Compliance Monitoring
- Workforce Management
- Financial Accounting
- Contract Administration
Timeline
Service Coordinator
Amerit Fleet Solutions
10.2023 - Current
Heavy Duty Service Coordinator
Marco Crane / Mardian Transport
Service Manager
Chapman BMW
Service Manager
Earnhardt Mazda
Assistant Service Manager
Arrowhead Cadillac
Office Manager
Mike's and Wendy's European Automotive
Certificate - Six Sigma ( White Belt )
Six Sigma Online
High School Diploma -
Ironwood High School