Norwel Lazaro
Summary
Experienced automotive service professional with strong leadership and customer service skills. Proven ability to manage teams, improve service operations, and build customer trust. Skilled in communication, problem-solving, and ensuring smooth service department performance. Seeking a management-level role to contribute expertise and drive team success.
Experienced in managing daily service operations, focusing on enhancing productivity and customer satisfaction. Demonstrated ability to lead teams through change while maintaining high standards of communication and service quality. Successfully handled escalated customer concerns, implementing effective solutions that contributed to improved workflow and profitability. Proficient in training and mentoring staff, fostering a collaborative environment that supports team development and operational efficiency.
Overview
9
9
years of professional experience
Work History
Service Advisor
Tesla
Rockville, Md
12.2025 - Current
- Applied analytical thinking to resolve complex issues through hands-on problem-solving with a focus on customer service
- Adapted workflows to changing circumstances, excelled in high-pressure situations, prioritized tasks effectively and managed time efficiently
- Analyzed business metrics to inform operational strategies, lead daily operations to achieve specific goals in productivity, quality and cost
Assistant Service Manager
Koons Chevy
11.2024 - 11.2025
- Managed daily service operations, ensuring efficiency and customer satisfaction.
- Assisted in training, mentoring, and supervising service advisors and technicians.
- Maintained high standards of communication with clients to enhance service experience.
- Handled escalated customer concerns and implemented effective solutions.
- Contributed to improved workflow, productivity, and profitability.
Assistant Service Manager
Criswell Chrysler/Dodge/JeeP/Ram
08.2022 - 01.2024
- Oversaw service department operations to ensure customer satisfaction and efficiency.
- Supervised and coached service advisors and technicians to meet performance goals.
- Advised customers on vehicle needs, repairs, and preventative maintenance.
- Coordinated with technicians to ensure timely and accurate completion of work.
- Implemented strategies to improve workflow, profitability, and customer retention.
Operations Manager
Jiffy Lube
05.2021 - 08.2022
- Directed daily operations, including scheduling, staffing, and inventory control.
- Improved workflow efficiency, leading to higher customer satisfaction and retention.
- Supervised and trained employees to ensure compliance with safety and service standards.
- Developed and implemented strategies to increase store profitability.
Service Advisor
Koons Chrysler/Dodge/JeeP/Ram
11.2020 - 04.2021
- Delivered customer-focused service solutions while meeting department goals.
- Recommended maintenance and repair services to maximize vehicle performance.
- Worked with technicians to improve accuracy and speed of service delivery.
- Built lasting customer relationships through transparent communication.
Service Advisor / Team Leader
Herson's Honda
04.2018 - 11.2020
- Managed service team operations, ensuring smooth workflow and quality results.
- Guided clients through repair processes, explaining services clearly and professionally.
- Consistently achieved department goals in sales, service, and customer retention.
- Mentored team members to enhance performance and customer service delivery.
Education
Walter Johnson High School
Rockville, MdSkills
- Strong leadership & team management
- Customer relationship management
- Excellent communication & interpersonal skills
- Service operations & workflow optimization
- Mechanical aptitude & automotive knowledge
- Problem-solving & conflict resolution
- Sales, warranty processing, and upselling techniques
- Training, mentoring, and team development
- Repair order writing
- Estimate preparation
- Dealer management systems
- Warranty processing
Timeline
Service Advisor
Tesla
12.2025 - Current
Assistant Service Manager
Koons Chevy
11.2024 - 11.2025
Assistant Service Manager
Criswell Chrysler/Dodge/JeeP/Ram
08.2022 - 01.2024
Operations Manager
Jiffy Lube
05.2021 - 08.2022
Service Advisor
Koons Chrysler/Dodge/JeeP/Ram
11.2020 - 04.2021
Service Advisor / Team Leader
Herson's Honda
04.2018 - 11.2020
Walter Johnson High School