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
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
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