PATTY PHILLIPS
Howell
Summary
Dynamic Assistant Service Manager with a proven track record at Feldman CDJR, enhancing customer satisfaction through effective problem resolution and team leadership. Skilled in workflow optimization and technical training, I foster strong customer relationships, ensuring repeat business and loyalty while maintaining high service quality standards.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Assistant Service Manager
Feldman Cj Livonia
10.2025 - Current
- Assisted in managing service department operations and workflow efficiency
- Supported customer inquiries and resolved issues to enhance satisfaction
- Coordinated scheduling for service appointments, optimizing technician availability
- Monitored inventory levels, ensuring timely reordering of parts and supplies
- Trained new staff on operational procedures and customer service standards
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Maintained accurate records of completed services, parts inventory, and customer communications to streamline processes.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Established a positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Followed up with customers during and after installations to verify satisfaction.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Developed written plans and obtained customer consent to proceed.
- Collaborated with sales staff to provide comprehensive support for new vehicle purchases and ongoing maintenance needs.
Assistant Service Manager
Suburban Chrysler Jeep Ram Farmington Hills
10.2024 - 10.2025
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Collaborated with technicians to streamline repair processes and reduce turnaround time
- Analyzed trends in customer feedback data to identify areas for improvement in service offerings or internal processes.
- Monitored budgetary constraints closely to ensure cost-effective management of labor, parts inventory, and other resources.
- Worked closely with upper management to develop strategic initiatives aimed at driving business growth and enhancing customer satisfaction.
- Ensured compliance with industry regulations by staying informed about changes in legislation or standards related to automotive repair services.
- Increased overall efficiency within the department by optimizing workflow processes and eliminating bottlenecks in service delivery.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Supported customer inquiries and resolved issues to enhance satisfaction
- Coordinated scheduling for service appointments, optimizing technician availability
- Monitored inventory levels, ensuring timely reordering of parts and supplies
- Trained new staff on operational procedures and customer service standards
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Maintained accurate records of completed services, parts inventory, and customer communications to streamline processes.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Established a positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Followed up with customers during and after installations to verify satisfaction.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Developed written plans and obtained customer consent to proceed.
- Collaborated with sales staff to provide comprehensive support for new vehicle purchases and ongoing maintenance needs.
Service Manager
Feldman CDJR CLARKSTON
03.2023 - 10.2024
- Oversaw daily service operations to ensure customer satisfaction and operational efficiency.
- Trained and mentored staff on best practices in service delivery and customer interaction.
- Implemented process improvements that enhanced workflow and reduced service turnaround time.
- Managed inventory and parts ordering to maintain optimal stock levels for service operations.
- Developed training materials for new hires, focusing on technical skills and customer service excellence.
- Ensured compliance with manufacturer standards and dealership policies during all service activities.
- 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.
- 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 with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Met with customers to discuss service needs and offer available solutions.
- Met with customers to discuss service needs and develop effective and practical solutions.
Assistant Service Manager
Suburban Chrysler Dodge Jeep Ram Of Ann Arbor
08.2022 - 03.2023
Assistant Service Manager
Suburban Chrysler Jeep Dodge Farmington Hills
08.2006 - 08.2022
- Assisted in managing service department operations and workflow efficiency
- Supported customer inquiries and resolved issues to enhance satisfaction
- Coordinated scheduling for service appointments, optimizing technician availability
- Monitored inventory levels, ensuring timely reordering of parts and supplies
- Trained new staff on operational procedures and customer service standards
- Collaborated with technicians to streamline repair processes and reduce turnaround time
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Maintained accurate records of completed services, parts inventory, and customer communications to streamline processes.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Established a positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Followed up with customers during and after installations to verify satisfaction.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Developed written plans and obtained customer consent to proceed.
- Collaborated with sales staff to provide comprehensive support for new vehicle purchases and ongoing maintenance needs.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
High School Diploma -
South Lyon High School
South Lyon, MI06.1985
Skills
- Service department management
- Customer satisfaction enhancement
- Workflow optimization
- Team leadership
- Technical training
- Customer relationship building
- Scheduling coordination
- Problem resolution
- Upselling techniques
- Warranty claims processing
- Communication skills
- Staff mentorship
- Service quality assurance
- Customer service focus
- Strong leadership
- Employee relations
- Positive attitude
- Customer service
- Problem-solving
- Time management
- Reliable and responsible
- Goal oriented
- Workplace safety
- Critical thinking
- Trustworthy and honest
- Crew leadership
- Verbal and written communication
- Customer service management
Certification
Chrysler Certified 20 years
Timeline
Assistant Service Manager
Feldman Cj Livonia
10.2025 - Current
Assistant Service Manager
Suburban Chrysler Jeep Ram Farmington Hills
10.2024 - 10.2025
Service Manager
Feldman CDJR CLARKSTON
03.2023 - 10.2024
Assistant Service Manager
Suburban Chrysler Dodge Jeep Ram Of Ann Arbor
08.2022 - 03.2023
Assistant Service Manager
Suburban Chrysler Jeep Dodge Farmington Hills
08.2006 - 08.2022
High School Diploma -
South Lyon High School