Paul Molina
Las Vegas
Summary
Dynamic Service Manager at Porsche Henderson with a proven track record in enhancing customer satisfaction and team performance. Skilled in conflict resolution and employee training, I successfully increased repeat business through strong client relationships and streamlined service processes, fostering a culture of continuous improvement and achieving significant revenue growth.
Overview
23
23
years of professional experience
Work History
Service Advisor and Manager
Gaudin Porsche Las Vegas and Porsche Henderson
Henderson, NV
08.2002 - 04.2025
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- 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.
- Analyzed service reports to identify areas of improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Met with customers to discuss service needs and develop effective and practical solutions.
- 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 repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Implemented strategies to increase customer service satisfaction ratings.
- 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.
- Enhanced team morale and reduced staff turnover by establishing recognition program that highlighted outstanding employee contributions.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
No Degree - Automotive Engineering
PTAP
Atlanta, GA07-2002
Associate of Arts - Automotive Engineering
UTI
Rancho Cucamonga, CA12-2001
No Degree - Biology
California State Polytechnic University, Pomona
Pomona, CA06-2001
High School Diploma -
Ayala High School
Chino Hills, CA06-1999
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
- Workflow management
- Team collaboration and leadership
- Trustworthy and honest
- Employee relations
- KPI monitoring
Timeline
Service Advisor and Manager
Gaudin Porsche Las Vegas and Porsche Henderson
08.2002 - 04.2025
No Degree - Automotive Engineering
PTAP
Associate of Arts - Automotive Engineering
UTI
No Degree - Biology
California State Polytechnic University, Pomona
High School Diploma -
Ayala High School