Philip Mitchell
WOODBRIDGE,VA
Summary
Dynamic leader and strategic thinker with a proven track record at Porsche Chantilly, enhancing customer satisfaction and team performance. Excelled in conflict resolution and KPI monitoring, driving an 18% gross profit increase in 2024. Cultivates a culture of continuous improvement and excellence in service and parts teams management leading to #4 ranking in Mimic for the country.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Service Manager
Porsche Chantilly
Chantilly,Va
05.2022 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions, Currently Ranked #4 in the country for Mimic results for 2024.
- 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. Posted 18% increase in gross profit for 2024
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Coordinated warranty claims processing, passed Porsche's audit of our location with less than 1% chargeback from the over 800k in claims audited.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
Service Director
Jaguar Land Rover Bethesda
Bethesda, MD
03.2018 - 05.2022
- Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
- Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
- Spearheaded initiatives to increase customer loyalty through exceptional service experiences, driving repeat business and positive word-of-mouth referrals.
- Forged strong partnerships with external stakeholders as well as maintained healthy relations with clients.
- Managed budgets and resources, ensuring optimal allocation for maximum impact on service delivery outcomes.
- Developed and implemented training programs for staff.
- Ensured compliance with brand regulations and standards.
Service Director
Sheehy Ford Marlow Heights
Marlow Heights, MD
09.2016 - 03.2018
- Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
- Forged strong partnerships with sales and service to meet goals and continue to grow the departments production.
- Ensured compliance with industry regulations and standards, maintaining a safe working environment for staff and customers alike.
- Spearheaded initiatives to increase customer loyalty through exceptional service experiences, driving repeat business and positive word-of-mouth referrals.
- Improved customer satisfaction by implementing efficient service processes and streamlining communication channels.
- Actively participated in recruitment drives to select skilled candidates who contributed positively to the organization''s growth.
- Fostered a culture of continuous improvement within the team by encouraging open communication, collaboration, and shared learning experiences among members.
Education
Associate of Science - Business Administration And Management
Northern Virginia Community College
Annandale, VASkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Conflict resolution
- Goal oriented
Certification
Porsche Brand Ambassador
Timeline
Service Manager
Porsche Chantilly
05.2022 - Current
Service Director
Jaguar Land Rover Bethesda
03.2018 - 05.2022
Service Director
Sheehy Ford Marlow Heights
09.2016 - 03.2018
Associate of Science - Business Administration And Management
Northern Virginia Community College