Otto Leonel Roche
Pacoima,CA
Summary
Versatile manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.
Motivated Service Manager knowledgeable about mechanical service needs. Expert in operating vehicles, purchasing parts and satisfying customers. Driven to maintain reputation of excellence by keeping service operations cost-effective, speedy and high-quality.
Goal-driven service manager offering several years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Flexible hard worker ready to learn and contribute to team success.
Overview
27
27
years of professional experience
Work History
Service Manager
Mike and Nick's tire and service repair
Canyon Country, California
2019.04 - Current
- Led the recruitment and hiring process for new service department staff.
- Pitched in to complete various duties during peak periods or employee absences.
- Created written estimates and obtained customer consent to proceed.
- Making sure the vehicles complaint get fixed at first time complying with customer satisfaction
- Supervised and lead the technician's team to get the job done
- Diagnose vehicle' issues to get the proper repair needed
- Interaction with customers with explanations of repairs
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Oversaw daily operations of the service department, including scheduling and workflow management.
- Delegated work to staff, setting priorities and goals.
- Assigned work and monitored performance of project personnel.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recruited and trained new employees to meet job requirements.
- Implemented customer feedback mechanisms to gather insights and improve service offerings.
Service Manager/Lead Technician
West Coast tire and service
Los Angeles, California
1998.05 - 2019.01
- Evaluated individual and team business performance and identified opportunities for improvement.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Handled customer complaints and resolved issues promptly to maintain positive relationships.
Education
Engineering
Universidad De San Carlos
Guatemala Skills
- Culture development
- Strategic business planning
- FLUENT IN [LANGUAGE]
- Supply procurement
- Productivity monitoring
- Positive attitude
- Project management
- Service scheduling
- Quality control
- Performance evaluations
- Work Planning and Prioritization
- Workplace safety
- Estimating and quoting
- Service quality management
- Supply ordering
- Problem-solving
- Staff supervision
- Goal setting
- Project planning
- Inventory management
- Service order flow
- Cost estimates
- Verbal and written communication
- Team leadership
- Preventive Maintenance
- Employee supervision
- Technical troubleshooting
- Mechanical diagnostics
- Bilingual [language] and [language]
Timeline
Service Manager
Mike and Nick's tire and service repair
2019.04 - Current
Service Manager/Lead Technician
West Coast tire and service
1998.05 - 2019.01
Engineering
Universidad De San Carlos