Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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MINA REZK

HUNTINGTON BEACH,CA

Summary

Dynamic Service Manager with a proven track record excelling in team leadership and customer service. Enhanced customer satisfaction scores significantly while training staff and implementing effective KPI monitoring systems. Adept at problem-solving and fostering strong employee relations, ensuring a productive and motivated service department.


Overview

13
13
years of professional experience

Work History

Service Manager

Envision Toyota Norwalk
06.2024 - Current
  • Forecasts goals and objectives for the department and strives to meet them
  • Hires, trains, motivates, counsels and monitors the performance of all service department staff.
  • Maintains reporting systems required by general management and the factory
  • Monitors and controls the performance of the department using appropriate reports, tracking systems including MTD Gross and Monthly Pace by using Excel sheet and e mail it to the Team on a daily bais.
  • Hold a weekly Meeting with the Team and one to one meeting with each advisor and go over the performance and work on the weak points and sustain the success points
  • Understands and ensures compliance with manufacturer warranty and policy procedures.
  • Monitors technicians' daily productivity reports and corresponding payroll records.
  • Ensures that the work areas and customer waiting area are kept clean
  • Serves as liaison with factory representatives.
  • Ensures that customers' service files are up-to-date and readily available for reference
  • Prepares pricing guides and maintenance menus for frequent labor operations.
  • Handles customer complaints immediately and according to dealership's guidelines.
  • Monitor Social Media reviews and handle customer Concerns immediately.
  • Prepare Payroll and make sure pay plans are implemented correctly
  • Train BDC department and monitor their performance and teach them the right skills to ensure best customer service over the phone and make sure the staff address all the specials and promotions.
  • Review all open ROs on Daily basis




Assistant Service Manager

Cerritos Jaguar Land Rover
08.2022 - 06.2024
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally and educate customers about their schedule maintenance and factory required and recommended maintenance for their vehicles.
  • Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
  • Follow up with customers after repairs to make sure they are satisfied and get the best CSI
  • Review ROs and making sure they are opened and closed in timely manner and they are up to date with all manufacture requirements including Concern,cause and correction,Running time,having op codes,all documents are attached to ROs,Customer signatures,Customer's Contact Info including Phone numbers, e mail and mailing address.
  • Monitor open ROs and providing every possible reason for every open RO

Service Manager

Car Pros Kia HB
08.2017 - 08.2022
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Monitored CSI and provided the Service advisors with all the required tools to maintain a high CSI including building a good team of techs and educate everyone in the service departments including Techs, Advisors, porters, car wash team with the importance of the CSI to the Dealership.
  • Dealership Gained the award of the TOP CSI score in US in 2019 (Certificate attached)
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • Monitored service staff performance and provided feedback for improvement.
  • Monitored all MTD Gross and pace Gross and provided the service Team with the reports on daily basis.
  • Created offers,coupons and promotions that can attract customer and provide the service department with high profitability by forecasting customers needs and educate advisors how to use these offers and promotions


Service Advisor

Car Pros Kia HB
06.2012 - 08.2017
  • Meet and Greet Customers with a smile upon arriving
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained a high score CSI by creating a good relationship with customers and making sure they are completely satisfied with their visit
  • Investigated and resolved customer inquiries and complaints quickly.

Education

Bachelor of Science - Mechanical Engineering

Higher Technological Institute
Egypt
09-2011

Skills

  • Positive attitude
  • Team leadership
  • Multitasking and organization
  • Problem-solving
  • Fast Learner
  • Customer service
  • Reliable and responsible
  • Employee training and development
  • Time management
  • Excel (Use most of the time for Advisors Gross and Pace)
  • Conflict resolution
  • Goal oriented
  • KPI monitoring
  • Employee relations
  • CDK (used for 10 Years)
  • R&R (used for 3 Years)
  • X time
  • Podium

Accomplishments

  • Highest Gross Advisor from 2014 to 2017
  • Highest CSI Dealer in 2019
  • Top CSI in LA area for Land Rover in 2023
  • Increased Customer Pay Gross in Norwalk Toyota in 2025 by about 10% to 15% by educating advisors how to monitor their ELR and Hrs/RO and also creating coupons and very attractive promotion to the client with a high Toyota competition in the area (3 dealers in less than 4 Miles)

Languages

English
Native or Bilingual
Arabic
Native or Bilingual
Spanish
Limited Working

Timeline

Service Manager

Envision Toyota Norwalk
06.2024 - Current

Assistant Service Manager

Cerritos Jaguar Land Rover
08.2022 - 06.2024

Service Manager

Car Pros Kia HB
08.2017 - 08.2022

Service Advisor

Car Pros Kia HB
06.2012 - 08.2017

Bachelor of Science - Mechanical Engineering

Higher Technological Institute

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MINA REZK