Panagiotis Diakolambrianos
Glastonbury,USA
Summary
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Manager
Modern Tire Service
10.2022 - Current
- Oversaw daily operations, ensuring efficient service delivery and customer satisfaction.
- Implemented process improvements that enhanced workflow efficiency and reduced service turnaround time.
- Trained and mentored staff on best practices in customer service and repair processes.
- Developed training programs to elevate team performance and ensure adherence to safety standards.
- Analyzed service metrics to identify areas for improvement and drive operational excellence.
- Facilitated communication between departments to streamline processes and resolve customer issues effectively.
- Managed inventory levels, ensuring availability of necessary parts while minimizing excess stock costs.
- Led initiatives that improved employee engagement, resulting in a more motivated workforce dedicated to quality service delivery.
- Resolved customer complaints in professional and timely manner.
- 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.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
Service Advisor
Gengras Volvo-East Hartford
01.2018 - 09.2022
- Delivered exceptional customer service, addressing inquiries and concerns regarding vehicle maintenance and repair.
- Coordinated service appointments, ensuring optimal scheduling and efficient workflow for technicians.
- Provided accurate estimates for services and repairs, enhancing customer understanding of vehicle needs.
- Maintained detailed records of service history, contributing to improved client follow-up and retention efforts.
- Trained junior staff on best practices in customer interaction and service process adherence.
- Analyzed customer feedback to identify areas for service improvement, driving enhanced client satisfaction strategies.
- 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.
- 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.
- 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.
Service Advisor/Assistant Manager/Dispatcher
Executive Auto Group - Liberty Honda
01.2016 - 11.2017
- Assisted service advisors in managing customer inquiries and appointment scheduling.
- Coordinated communication between customers and technicians to ensure service accuracy.
- Streamlined workflow processes to enhance overall service department efficiency.
- Mentored junior staff on best practices for customer engagement and service delivery.
- Stayed current on manufacturer updates and recalls, enabling prompt communication with affected customers for necessary actions.
- Contributed to a positive work environment by proactively assisting coworkers and maintaining open communication lines.
- Assisted in increasing service department efficiency by streamlining appointment scheduling processes.
- Enhanced customer satisfaction by promptly addressing service issues and providing solutions.
- Tracked repair order progress, expediting completion times and improving shop throughput rates.
- Handled warranty claims for customers, resulting in efficient resolution of vehicle issues.
- Aided customers with loaner car arrangements, enhancing their overall experience during vehicle servicing periods.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Service Advisor/Dispatcher
Executive Auto Group - Dodge Jeep Ram
02.2014 - 01.2016
- Provided exceptional customer service, addressing inquiries and resolving concerns efficiently.
- Coordinated service appointments, optimizing scheduling for maximum productivity.
- Developed strong relationships with customers, fostering loyalty and repeat business.
- Guided clients through service processes, ensuring clear communication and understanding of repairs needed.
- Collaborated with technicians to relay accurate diagnostics and recommendations to customers.
- Trained junior staff on best practices in customer engagement and service protocols.
- Implemented process improvements that enhanced service delivery and client satisfaction levels.
- Analyzed customer feedback to identify trends and develop strategies for service enhancement.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Service Advisor/Manager/Owner
ExPer Tech Auto Repairs
10.2008 - 10.2013
- Managed customer inquiries and provided accurate information regarding services and repairs.
- Coordinated service appointments, optimizing scheduling for efficiency and customer satisfaction.
- Oversaw workflow processes, ensuring timely completion of vehicle assessments and repairs.
- Developed solutions to enhance service delivery and improve overall customer experience.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Reduced wait times with efficient coordination of service tasks among technicians.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and team productivity by promoting operational best practices.
- Implemented and developed customer service training processes.
- Investigated and resolved accounting, service and delivery concerns.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
Education
High school or equivalent -
Glastonbury High School
Glastonbury, CTSkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Critical thinking
- Reliable and responsible
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
- Workflow management
- Trustworthy and honest
- Employee relations
- Quality assurance
- Employee supervision
- Service scheduling
- Work Planning and Prioritization
- Staff motivation
- New employee hiring
- Service and parts teams management
Certification
Non-CDL Class C
Languages
Bilingual
Timeline
Service Manager
Modern Tire Service
10.2022 - Current
Service Advisor
Gengras Volvo-East Hartford
01.2018 - 09.2022
Service Advisor/Assistant Manager/Dispatcher
Executive Auto Group - Liberty Honda
01.2016 - 11.2017
Service Advisor/Dispatcher
Executive Auto Group - Dodge Jeep Ram
02.2014 - 01.2016
Service Advisor/Manager/Owner
ExPer Tech Auto Repairs
10.2008 - 10.2013
High school or equivalent -
Glastonbury High School
Additional Information
- Skills
- An ambition to succeed and take the next step
- High level of personal commitment and focus
- Extensive track record of top service department performance
- Exceptional people skills and leadership qualities
- Microsoft Office, Baymaster Pro, All Data Pro, Mitchell,Bookkeeping, Pay roll process
- Exceptional skills in using ADP/CDK