Michael Woolley
Little Elm,TX
Summary
Seasoned Service Manager bringing 15+ years of Automotive Industry experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Manager/Service Advisor
3rd Street Garage
03.2020 - Current
- In this position, I am responsible for meeting or exceeding the customers expectations
- I work closely with the technicians in ascertaining the automobiles maintenance/repair needs
- Once those are determined, I work up a cost estimate for the customer, contact the customer, and describe what is being needed in order for their vehicle to perform at 100%
- Also make sure parts are ordered for repairs needed, reconcile statements with vendors, insure accounting paperwork is up to date, institute policies and procedures to streamline efficiency, and rectify any inventory issues.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
Service Manager/Advisor
Northrich Automotive
08.2019 - 03.2020
- In this position, I am responsible for meeting or exceeding the customers expectations
- I work closely with the technicians in ascertaining the automobiles maintenance/repair needs
- Once those are determined, I work up a cost estimate for the customer, contact the customer, and describe what is being needed in order for their vehicle to perform at 100%
- Also make sure parts are ordered for repairs needed, reconcile statements with vendors, make sure accounting paperwork is up to date, and make sure vendors are paid in a timely manner when owner is unavailable.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
Assistant Service Manager/Service Advisor
Bennett Motor Werks
08.2018 - 08.2019
- In this position, I am responsible for meeting or exceeding the customers expectations
- I work closely with the technicians in ascertaining the automobiles maintenance/repair needs
- Once those are determined, I work up a cost estimate for the customer, contact the customer, and describe what is being needed in order for their vehicle to perform at 100%
- Also make sure parts are ordered for repairs needed, reconcile statements with vendors, make sure accounting paperwork is up to date, and make sure vendors are paid in a timely manner when owner is unavailable.
- Increased efficiency in the service department by streamlining appointment scheduling processes.
- Managed work orders for optimal results, ensuring detailed documentation of services performed and parts used.
- Maintained a clean and organized workspace, promoting a professional atmosphere for customers and colleagues alike.
- Developed strong customer relationships through attentive listening, clear communication, and consistent followup.
Service Advisor/Writer
Freeman Mazda
01.2018 - 08.2018
- In this position, I am responsible for meeting or exceeding the customers expectations
- I work closely with the technicians in ascertaining the automobiles maintenance/repair needs
- Once those are determined, I work up a cost estimate for the customer, contact the customer, and describe what is being needed in order for their vehicle to perform at 100%.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Reduced wait times with efficient coordination of service tasks among technicians.
Service Advisor
CarMax
08.2017 - 01.2018
- In this position, I am responsible for meeting or exceeding the customers expectations
- I work closely with the technicians in ascertaining the automobiles maintenance/repair needs
- Once those are determined, I work up a cost estimate for the customer, contact the customer, and describe what is being needed in order for their vehicle to perform at 100%.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Reduced wait times with efficient coordination of service tasks among technicians.
Service Advisor/ Advisor Trainer
HUGGINS HONDA
07.2013 - 07.2017
- In this position, I am responsible for meeting or exceeding the customers expectations
- I work closely with the technicians in ascertaining the automobiles maintenance/repair needs
- Once those are determined, I work up a cost estimate for the customer, contact the customer, and describe what is being needed in order for their vehicle to perform at 100%
- I was also tasked with training any new service advisors on how to utilize company operating systems, sales strategies, and service policies and procedures.
- Streamlined appointment scheduling for improved efficiency and increased daily appointments.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Reduced wait times with efficient coordination of service tasks among technicians.
Service Advisor/Assistant Service Manager
San Marcos Toyota
04.2012 - 06.2013
- In this position, I assisted the customer in explaining the service and repair needs that their automobile needed, arranged for transportation, assisted the manager in making employees schedules, maintained a good working relationship with the technicians, and assisted the customer service manager with resolving any customer issues that may have come up.
Customer Service Lead/Inventory Manager/Cashier
Cabela's Inc.
03.2009 - 04.2012
- During my employment with Cabelas, I trained all new customer service representatives, cashiers, assisted associates with any escalated customer issues, attended to any cash handling issues up to and including auditing cash register transactions, de escalated irate customer issues, audited price changes as well as inventory and department stock.
Service Advisor
Gillman Automotive Group
11.2008 - 03.2009
- In this position, I am responsible for meeting or exceeding the customers expectations
- I work closely with the technicians in ascertaining the automobiles maintenance/repair needs
- Once those are determined, I work up a cost estimate for the customer, contact the customer, and describe what is being needed in order for their vehicle to perform at 100%.
Service Advisor/Manager
Lithia Honda of abilene
10.2005 - 11.2008
- In this position, I assisted the customer in explaining the service and repair needs that their automobile needed, arranged for transportation, made employees schedules, maintained a good working relationship with the technicians, completed warranty and extended warranty claims, and assisted the customer service manager with resolving any customer issues that may have come up
Education
Did not complete in Mass Communications -
Texas Tech University
Lubbock, TXTransferred to Texas Tech University in Music Education -
Angelo State University
San Angelo, TX05.1997
Diploma -
Robert Lee High School
Robert Lee, TX05.1994
Skills
- Multi-line telephone
- Fax machine
- 45wpm typing ability
- Full Honda service advisor trained
- Era ignite service program
- Reynolds and Reynolds service program
- ADP, Reynolds and Reynolds, Era Ignite, RO Writer, Tek Metric, service programs
- Time management trained
- (15 years)
- Automotive Service
- Customer Service
- Auto Service Management
- Retail Sales
- Conflict management
- Policy and Procedure Enforcement
- Project Planning
- Inventory Management
- Schedule Management
- Strategic Business Planning
- Remote Office Availability
- Microsoft Word
- Troubleshooting
- Critical Thinking
- Self-Directed
Certification
Driver's License
Additional Information
I am seeking employment in the private sector. I am looking for a company that will utilize my many years of customer service experience in a position where I can make a difference. I enjoy meeting and exceeding goals set before me and enjoy a fast paced,'challenging atmosphere.
Relocation
- San Angelo, TX
- Robert Lee, TX
Personal Information
Title: Service Advisor/Manager
Timeline
Service Manager/Service Advisor
3rd Street Garage
03.2020 - Current
Service Manager/Advisor
Northrich Automotive
08.2019 - 03.2020
Assistant Service Manager/Service Advisor
Bennett Motor Werks
08.2018 - 08.2019
Service Advisor/Writer
Freeman Mazda
01.2018 - 08.2018
Service Advisor
CarMax
08.2017 - 01.2018
Service Advisor/ Advisor Trainer
HUGGINS HONDA
07.2013 - 07.2017
Service Advisor/Assistant Service Manager
San Marcos Toyota
04.2012 - 06.2013
Customer Service Lead/Inventory Manager/Cashier
Cabela's Inc.
03.2009 - 04.2012
Service Advisor
Gillman Automotive Group
11.2008 - 03.2009
Service Advisor/Manager
Lithia Honda of abilene
10.2005 - 11.2008
Did not complete in Mass Communications -
Texas Tech University
Transferred to Texas Tech University in Music Education -
Angelo State University
Diploma -
Robert Lee High School
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