Monae Lowe
Woodside,NY
Summary
Dynamic and goal-oriented Service Manager with a proven track record at South Shore Hyundai, recognized for enhancing customer loyalty through exceptional problem-solving and critical thinking skills. Leadership abilities have driven significant revenue growth, showcasing expertise in KPI monitoring and team management. Successfully managed dealer floor plans and construction layouts during the funding and planning phases of two new locations, now overseeing a total of four dealerships. Committed to fostering a high-performance culture that prioritizes customer satisfaction and operational excellence.
Overview
13
13
years of professional experience
Work History
Service Manager/ Asst Fixed Operations Director
South Shore /Millennium Hyundai
Valley Stream, NY
07.2018 - Current
- 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.
- Analyzed service reports to identify areas of improvement.
- 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.
- 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.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Experience with HVX, and customer resolutions in hyundai dealer
- Managed and organzine vehicle fleet ,loaners
- Manage Service BDC for 2 locations
- Hyundai Certified Expert
- Directed operational strategies, enhancing service efficiency and customer satisfaction across multiple departments.
- Streamlined workflow processes, reducing operational bottlenecks and improving overall productivity.
- Mentored management team on best practices for fixed operations, fostering professional development and leadership skills.
- Analyzed performance metrics to identify trends, driving strategic initiatives for continuous improvement in service delivery.
- Led cost-reduction initiatives that improved financial performance while maintaining high-quality service standards.
- Ensured compliance with all industry regulations and manufacturer guidelines through diligent monitoring of procedures and documentation.
- Ensured timely tax filings and reporting compliance, mitigating risks associated with regulatory changes.
- Developed comprehensive training materials for payroll software, enhancing user proficiency across the organization.
- Collaborated with HR to streamline onboarding processes, integrating payroll systems for new hires effectively.
Southshore Hyundai
Business Development Manager/ Project Operations
Valley Stream, NY
02.2013 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Managed sales department payroll and commissions
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Top performer
BMW BAYSIDE
Business Development Manager/ Project Manager
Bayside, NY
02.2015 - 03.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Hosted corporate events and managed charity function for the region
- Self-motivated, with a strong sense of personal responsibility.
- Managed vendor relationships, negotiating contracts to secure favorable terms and services.
- Implemented feedback mechanisms post-events, driving continuous improvement in planning processes.
Education
Associate of Applied Science -
University of Phoenix
Tempe, AZ05-2020
Skills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Critical Thinking
- Workflow Management
- Goal-Oriented
- KPI Monitoring
Timeline
Service Manager/ Asst Fixed Operations Director
South Shore /Millennium Hyundai
07.2018 - Current
BMW BAYSIDE
Business Development Manager/ Project Manager
02.2015 - 03.2018
Southshore Hyundai
Business Development Manager/ Project Operations
02.2013 - Current
Associate of Applied Science -
University of Phoenix