Michelle Rossetti
Holbrook,NY
Summary
Dynamic Service Manager with a proven track record at Ossie’s Auto, excelling in team leadership and conflict resolution. Expert in sales and business development. Fluent in Spanish. I fostered strong customer relationships, enhancing satisfaction and driving revenue growth through strategic upselling. Committed to employee development, I implemented training programs that boosted team productivity and morale.
I am looking for a career that promises growth and challenges. I hope that you find me as your ideal candidate, and you my future employer.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Manager
Ossie’s Auto
02.2023 - Current
- Supervised operations of an 8-bay shop.
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
Service Advisor
Road Ready
05.2020 - 01.2023
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Ensured high levels of customer satisfaction, meeting and surpassing set goals.
- Maintained exceptional focus on details while juggling multiple priorities in a high-energy atmosphere.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Executed thorough checks on vehicles, identifying repair needs and recommending relevant services.
- 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.
Sales Executive
SYSCO Food Services
06.2017 - 03.2020
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Analyzed sales data regularly to monitor progress towards goals and make necessary adjustments to strategy as needed.
- Negotiated contract terms with clients, securing favorable conditions for both parties while maximizing profitability.
- Expanded market share with strategic territory planning and targeted prospecting.
- Implemented CRM system for better customer tracking, leading to improved follow-up processes and higher conversion rates.
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
- Managed pipeline efficiently, prioritizing tasks according to urgency/importance while maintaining focus on long-term objectives.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
- Developed key partnerships, resulting in increased lead generation and cross-selling opportunities.
- Participated in industry trade shows to represent company and generate valuable leads for future business growth.
- Streamlined sales processes to reduce cycle times and improve efficiency.
- Fostered culture of continuous improvement, encouraging feedback and innovative ideas from sales team.
- Enhanced client satisfaction, providing exceptional after-sales support and maintaining regular communication.
- Identified new market opportunities through diligent research and networking.
- Pioneered adoption of CRM software to improve customer relationship management and data analysis.
- Enhanced brand visibility, coordinating with marketing to develop impactful campaigns.
- Cultivated long-term relationships with high-value clients to ensure repeat business and referrals.
- Achieved significant sales targets by motivating team and setting realistic yet challenging goals.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Set and achieved company defined sales goals.
Education
Liberal Arts - Business Administration
Suffolk County Community College
Selden, NYSkills
- Employee training and development
- Team collaboration and leadership
- Outgoing and energetic
- Employee supervision
- Work Planning and Prioritization
- New employee hiring
- Policy and procedure enforcement
- Estimating and quoting
- Service and parts teams management
- Preventive Maintenance
- Strategic business planning
- MS office
- FLUENT IN Spanish
- Expert in Quickbooks, Microsoft Office, Salesforce, Tekmetric, PowerPoint, among others
Accomplishments
- Proven sales record of an average $160,000/month+
- ASE certified Service Management
- Supervised team of 8 staff members.
Certification
ASE Certification
Languages
Spanish
Native or Bilingual
Timeline
Service Manager
Ossie’s Auto
02.2023 - Current
Service Advisor
Road Ready
05.2020 - 01.2023
Sales Executive
SYSCO Food Services
06.2017 - 03.2020
Liberal Arts - Business Administration
Suffolk County Community College
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