Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Accomplishments
Work Availability
Software
Timeline
Paul Fay

Paul Fay

Service and Parts Management
Beachwood,OH

Summary

I’m a dedicated automotive service professional with deep roots in the industry—starting in my family’s auto repair shop and gas station in the 70s and 80s. After college, I advanced through roles at Five Star dealerships in Texas and Ohio, eventually leading departments and managing teams in both independent repair shops and corporate chain stores.

Currently, I serve as a Manager at Conrad’s Tire Express & Total Car Care, where I oversee daily operations, drive profitability, and lead a talented team of technicians and service advisors. I’m passionate about delivering exceptional customer service while maintaining strong profit margins and efficient labor management.

My educational background includes business, communications, computer science, and network operations, with a focus on business and accounting. I’ve consistently applied this knowledge to enhance operations, streamline processes, and support team success.

I’m known for being organized, dependable, and adaptable—skilled at managing multiple priorities, working under pressure, and taking on added responsibilities to meet team goals. I take pride in contributing to a positive work culture and driving results that support the company’s brand and mission.

Overview

20
20
years of professional experience
5
5
Certification

Work History

Assistant Service Manager

SPITZER AUTOWORLD MOTORCITY CDJR
CLEVELAND , OH
03.2025 - Current
  • Trained new, less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service.
  • Met with customers to discuss service needs and offer available solutions.
  • Followed up with customers during and after installations to verify satisfaction.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Resolved customer complaints in professional and timely manner.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Launched quality assurance practices for each phase of development
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Service Advisor

Nick Mayer Ford Lincoln
Mayfield Heights, OH
01.2022 - 01.2025
  • Provided exceptional customer service by promptly greeting customers, assessing their automotive needs, and recommending appropriate services
  • Answered a high volume of incoming calls and inquiries, addressing customer concerns and scheduling appointments in a timely manner
  • Utilized extensive knowledge of automotive parts and services to accurately estimate costs for repairs and maintenance
  • Process warranty claims from various service contract companies
  • Addressed customer inquiries via email, phone, in-person, providing accurate information and resolving issues promptly
  • Demonstrated exceptional organizational skills by managing multiple tasks simultaneously while maintaining attention to detail
  • Proven expertise in analyzing diagnostic reports enabling accurate identification of complex vehicle issues
  • Created detailed estimates for repairs, including labor costs, parts pricing, and timeframes
  • Acknowledged customer complaints or concerns promptly and effectively, ensuring complete satisfaction with the resolution
  • Maintain customer service index scores and monthly department and individual profit goals set by department director
  • Certified Service Advisor Ford and Lincoln Level 3.
  • Maintained updated knowledge through continuing education and advanced training.

SERVICE MANAGER

Conrad's Tire Express and Total Car Care
Cleveland Heights, OH
06.2023 - 10.2023
  • Provide excellent customer service and advise customers on mechanical repairs and estimates
  • Quote customers the best prices for tires and maintenance
  • Communicate with technicians and staff, research parts and pricing with vendors and company services
  • Open and close store, make bank deposits, supply orders, tire and parts inventories, daily accounting reports, and filing
  • Reported to District Manager all information for store operations

Service Advisor/Parts Inventory

GANLEY CHRYSLER, JEEP AND RAM
Bedford, OH
03.2020 - 12.2021
  • Process repair order for each vehicle coming in for service
  • Communicate customers' needs to tech and dispatcher
  • Explain repairs and possible costs to the customer
  • Work with warranty admins and extended warranty companies to process claims
  • Use of tablet Wi advisor and CDK ADP billing systems
  • Transfer to part department in March 2021 in a inventory control position
  • Process and receive incoming parts orders and all freight receivables
  • Process all vendor returns and adjustments
  • Maintain inventory counts and pick ticket adjustments
  • Pull current orders and stage for delivery to our customers
  • Process all core returns and material authorization returns for FCA Chrysler
  • Use of CDK ADP billing and inventory control software
  • Assist front counter and techs with parts advisor duties to locate and bill out parts on customer invoices and service repair orders
  • Certified Parts and Service Advisor FCA USA

Service Advisor

ADVENTURE LLC AND LAKE AUTO LLC
Willoughby, OH
01.2018 - 01.2020
  • Originally started as a Parts Advisor, and was added to the Service department as an advisor
  • Greet customer and inspect each vehicle for write-up process, mandatory factory training and level 3 certified parts and service
  • Communicate customer needs with technicians and management
  • Process and close complete repair orders and finish the process with customer at time of pickup
  • Assist with everyday operations of shop as needed and maintain communication with customers and technicians during repair process
  • Certified Parts and Service Advisor FCA LLC

CAREGIVER

AT HOME
Beachwood, OH
09.2011 - 01.2018
  • Providing at home care for family member after major heart surgery
  • See to her everyday needs and provide help when needed for her home and her private business
  • Schedule her appointments, drive her to and from needed service dates and visits
  • Clean and cook as needed
  • Be available during day in case of emergency and continued care
  • Worked part time self employed during this period providing find a ride services and doing odd jobs for hire when time afforded
  • The family member is now very strong but occasionally has to follow up with specialty doctors that I will be available for as needed

Customer Care Representative

Universal Electronics
Twinsburg, OH
06.2009 - 08.2011
  • Provide technical support to cable TV and internet customers in a live call center
  • Ensure company-provided equipment is in use and at the current software level
  • Assist customers with technical issues to avoid tech visit
  • Provide feedback and technical data to IT and security departments
  • Work as a team to maintain goals of corporate standards
  • Company Certified Tier 3 Tech Support Agent

Education

Certificate - Health Administration, Business Administration

Mansfield Business School, San Antonio, TX
07.1991
  • Dean's List 3.5 GPA
  • Intense studies of health unit coordinator position and internal administration process of hospital systems.
  • Coursework in physical biology, sciences, medical terminology, medical shorthand, and clinical procedures, as well as asked amount of knowledge on pharmaceutical medication’s reactions and dosages for symptom.
  • Studied human anatomy and medical terminology via Latin and Greys Anatomy.
  • Study six weeks externship at local emergency room and hospital unit rotations.
  • Provided lab work as well as lecture for basic communications of English as well as medical and business communications and correspondences graduated 1991 health unit coordinator.

Certified Software Anaylist - Computer And Information Systems Communications

Dickinson Business School, San Antonio, TX
06-1988
  • Dean's List GPA 3.5 maintained.
  • Study the concepts of C,C++, BASIC, COBOL, Pascal, FORTRAN programming, languages, networking, AS400, CRM.
  • Worked as teams to develop spreadsheet software accounting programs to resolve complex accounting issues with mock company data and information.
  • Graduated with certificates in C++ and networking associate.
  • Studying the process of networking and switch servers category five and T1 hubs. Began service on major corporation business solution service networking their main warehouse to their satellite offices and corporate.
  • Volunteered with community service groups at focus on bringing the electronic age into society.
  • Began business administration work at a service facility for vehicles. Began training at Mansfield business school.

Skills

  • Supervising experience
  • Technical support
  • Auto service management
  • Hotel experience
  • Phone etiquette
  • Retail sales
  • HR sourcing
  • Freight
  • CRM software
  • Computer Operations
  • Dealership experience
  • Order entry
  • Hospitality
  • Communication skills
  • Auto estimating
  • Communications
  • General office
  • Upselling
  • POS
  • Quickbooks
  • Service writing
  • Night audit
  • Customer support
  • Research
  • Mechanical knowledge
  • Typing
  • Organizational skills
  • Accounting software
  • Bookkeeping
  • Inventory control
  • Cash handling
  • Microsoft Office
  • AccountinG
  • ASCRM DATA

Certification

Driver's License

Ford Certified Service Advisor Level 3

FCA LLC Certified Service and Parts Advisor

FCA LLC Certified Parts Collision Specialist

Certified Tier 3 Tech Support Cable Internet Communication

Personal Information

Work Permit: Authorized to work in the US for any employer

Accomplishments

  • Supervised team of 20 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved service complaint which led to positive experience.
  • Collaborated with team of parts in the development of DMS software integration.
  • Documented and resolved damage claims which led to returns of parts for credit toward budget goals and sales.
  • Achieved warranty claims paid through effectively helping with parts and services warranty administrator to close unpaid or un approved claims to resolved and paid.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Software

Multiple DMS software platforms CDK, Reynolds, Mitchell

Use of inventory control software and microcomputer devices

Microsoft and Microsoft Office

ASMA ASA AND CRP ERP SOFTWARE CODING LOTUS AND PLATFORM LEVEL NETWORKING

Timeline

Assistant Service Manager - SPITZER AUTOWORLD MOTORCITY CDJR
03.2025 - Current
SERVICE MANAGER - Conrad's Tire Express and Total Car Care
06.2023 - 10.2023
Service Advisor - Nick Mayer Ford Lincoln
01.2022 - 01.2025
Service Advisor/Parts Inventory - GANLEY CHRYSLER, JEEP AND RAM
03.2020 - 12.2021
Service Advisor - ADVENTURE LLC AND LAKE AUTO LLC
01.2018 - 01.2020
CAREGIVER - AT HOME
09.2011 - 01.2018
Customer Care Representative - Universal Electronics
06.2009 - 08.2011
Mansfield Business School - Certificate, Health Administration, Business Administration
Dickinson Business School - Certified Software Anaylist, Computer And Information Systems Communications

Similar Profiles

CREATE PROFILE
Paul FayService and Parts Management