Nathan (Pete) Followell
Cape Coral,FL
Summary
Personable Service Manager driving process optimization and business profitability on continuous basis. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with federal, state, and local regulations that affect service operations.
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Overview
30
30
years of professional experience
Work History
Service Manager/Fixed Operations Director
Hyundai of Fort Myers
12.2020 - 07.2025
- Analyzed existing processes for potential cost savings initiatives.
- Ensured compliance with applicable laws and regulations related to services provided.
- Proposed or approved modifications to project plans.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Created written estimates and obtained customer consent to proceed.
- Produced thorough, accurate and timely reports of project activities.
- Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
- Reviewed customer billing statements for accuracy prior to release.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Created employee work schedules to keep shifts properly staffed.
- Performed root cause analysis on recurring problems encountered by customers.
- Guided department employees on changes from management.
- Created and managed budgets for travel, training and teambuilding activities.
- Collaborated with customers to offer solutions to service needs.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Motivated and supported employees to maintain low turnover.
- Created standard operating procedures for all service functions.
- Monitored service performance metrics to identify areas of improvement.
- Created detailed reports on service activities for senior management review.
- Resolved customer complaints in a timely manner.
- Monitored employee performance through key metrics analysis.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Adhered to customer service standards to foster satisfaction and retention.
- Trained new employees on the use of customer relationship management software systems.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored progress by establishing plans, budgets and measuring results.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Worked with vendors to negotiate prices and set delivery schedules.
- Managed inventory levels and purchasing processes for parts used in the Fixed Operations Department.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Generated, analyzed and filed daily reports with [Software].
- Led service operations, ensuring high customer satisfaction and efficient team performance.
Service Manager
Obrien Mazda/Subaru
03.2007 - 12.2020
- Analyzed existing processes for potential cost savings initiatives.
- Ensured compliance with applicable laws and regulations related to services provided.
- Proposed or approved modifications to project plans.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Recruited and trained new employees to meet job requirements.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Service Advisor
Obrien Automotive Team
08.1995 - 03.2007
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Examined records and papers to verify warranty and service contract coverage.
- Delivered concierge support for phone or in-person inquiries to drive customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Researched coverages under warranties and determined requirements for coverage.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Developed strong relationships with customers by providing exceptional customer service.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Ensured that all customer inquiries were handled promptly and accurately.
Education
High School Diploma -
Clinton High School
06.1991
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
Education and Training
other
Timeline
Service Manager/Fixed Operations Director
Hyundai of Fort Myers
12.2020 - 07.2025
Service Manager
Obrien Mazda/Subaru
03.2007 - 12.2020
Service Advisor
Obrien Automotive Team
08.1995 - 03.2007
High School Diploma -
Clinton High School
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