MICHELLE WRIGHT
HONEOYE FALLS,NY
Summary
Service Manager with 35 years of experience offering efficient and timely repair and maintenance service to customers. Monitors and controls performance of department using appropriate reports, tracking systems and surveys. Highly skilled in managing and motivating culturally-diverse workforce.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assigned Specialist
Paychex Inc
05.2023 - Current
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained up-to-date knowledge of product and service changes.
Service Manager
Van Bortel Chevrolet
10.2019 - 10.2021
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Motivated, led and supported employees to maintain low turnover.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Monitored employee performance through analysis of key metrics.
- Hired, trained and developed service department staff to drive performance.
- Managed service department budget and investigated and resolved discrepancies.
- Forecasted department goals and objectives and enforced deadlines to encourage task progression.
- Established and enforced clear safety policies to protect workers from injury.
Service Manager
Doan Chevrolet
09.2011 - 04.2019
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Motivated, led and supported employees to maintain low turnover.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Monitored employee performance through analysis of key metrics.
- Hired, trained and developed service department staff to drive performance.
- Managed service department budget and investigated and resolved discrepancies.
- Defined department objectives and monitored performance to facilitate operations.
- Researched and provided timely resolution to service discrepancies.
- Boosted customer satisfaction scores by rolling out new motivational initiative for team workers.
Education
Associate of Applied Science - Automotive Technology
Monroe Community College
Rochester, NY09.1991
Skills
- Task delegation
- Staff management
- Reporting and documentation
- Team building
- Data management
- Data analytics
- Customer service
- People skills
- Maintenance & Repair
- Flexible
- Friendly, positive attitude
- Working collaboratively
- Troubleshooting
- Problem resolution
- Active listening
- Customer Relations
- Expert Problem Solving
Certification
- New York State Inspectors License
- Certified with GM Training
- Compliance Training - is current
Timeline
Assigned Specialist
Paychex Inc
05.2023 - Current
Service Manager
Van Bortel Chevrolet
10.2019 - 10.2021
Service Manager
Doan Chevrolet
09.2011 - 04.2019
Associate of Applied Science - Automotive Technology
Monroe Community College
- New York State Inspectors License
- Certified with GM Training
- Compliance Training - is current
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