Pouyan Haji Ghasem
Lutz
Summary
Service management professional, recognized for commitment to high standards and delivering impactful results. Adept at overseeing service operations, improving customer satisfaction, and leading teams to achieve goals. Known for flexibility and reliability in dynamic environments. Key skills include conflict resolution, team leadership, and operational efficiency. Effective leader with the ability to proactive adapt sales and service strategies to align with market conditions and customer dynamics.
Overview
11
11
years of professional experience
Work History
Assistant Service Manager
Brandon Ford
Tampa, FL
06.2025 - 01.2026
- Assisted in managing daily service operations to enhance customer satisfaction.
- Supported service team in resolving customer inquiries and complaints efficiently.
- Maintained accurate records of service transactions and customer interactions.
- Collaborated with team members to ensure timely completion of service requests.
- Met with customers to discuss service needs and develop effective and practical 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.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
Service Director
Bill Currie Ford
Tampa, FL
08.2023 - 06.2025
- Led service department operations, delivering 15–20% year-over-year sales growth through strategic process improvements and team leadership
- Developed training materials for staff to improve service delivery and team performance.
- Directed and developed service advisors, technicians, and support staff to improve productivity, accountability, and customer experience
- Implemented performance tracking and KPIs (efficiency, APR, HPR, ELR, CSI) to drive profitability and operational consistency
- Led service operations to enhance customer satisfaction and streamline processes.
- Streamlined service workflows and scheduling to increase throughput and reduce repair cycle time
- Managed customer escalations and retention initiatives, strengthening long-term customer relationships
- Oversaw budgeting, forecasting, and expense control to align service operations with dealership financial objectives
- Partnered with sales and parts departments to improve cross-functional efficiency and overall dealership performance
Service Advisor
Courtesy Hyundai
Tampa, FL
03.2022 - 07.2023
- Facilitated customer inquiries and provided accurate information on services offered
- Developed strong relationships with clients to enhance service satisfaction
- Coordinated service appointments and managed scheduling effectively
- Maintained detailed records of customer interactions and service history
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Maintained up-to-date knowledge of product and service changes.
Service Advisor
Jerry ULM
Tampa, FL
08.2020 - 03.2022
- Advised customers on service options and maintenance schedules
- Coordinated service appointments to optimize workflow and customer satisfaction
- Managed customer inquiries through phone and in-person communication
- Collaborated with technicians to ensure accurate service recommendations
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Sought ways to improve processes and services provided.
- Trained staff on operating procedures and company services.
Sales Consultant
CarMax
Tampa, FL
11.2014 - 07.2020
- Developed tailored sales strategies to enhance customer engagement, satisfaction, and repeat business to produce over $9million in sales.
- Led team training sessions to improve product knowledge and sales techniques.
- Analyzed market trends to identify new business opportunities and drive revenue growth.
- Collaborated with marketing to create promotional materials that align with customer needs.
- Hand selected to train and mentor incoming sales consultants within 5 months of starting.
- Member of the Presidents Club which recognizes consultants who continue to demonstrate consistent outstanding sales over a 6 months period.
Education
High School Diploma -
Gaither High School
Tampa, FL06-2012
- Criminal Justice
Florida International University
Miami, FLSkills
- Sales leadership and consultative selling with a proven track record of 15–20% year-over-year growth
- Client relationship management, customer retention, and high-touch service delivery
- Strong financial acumen, including revenue analysis, forecasting, and performance tracking
- Experience with multiple CRM, DMS, and sales platforms; quick to adopt new systems and technologies
- Pipeline management, follow-up strategy, and conversion optimization
- Team leadership, coaching, and performance management
- Compliance-minded operations with attention to accuracy, documentation, and timelines
- Clear communicator skilled at building trust with clients and cross-functional partners
Timeline
Assistant Service Manager
Brandon Ford
06.2025 - 01.2026
Service Director
Bill Currie Ford
08.2023 - 06.2025
Service Advisor
Courtesy Hyundai
03.2022 - 07.2023
Service Advisor
Jerry ULM
08.2020 - 03.2022
Sales Consultant
CarMax
11.2014 - 07.2020
High School Diploma -
Gaither High School
- Criminal Justice
Florida International University