Rachel Lee-Phillips
Calhoun,LA
Summary
Customer-focused professional with a successful 17-year career in the automotive repair industry. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement to achieve peak performance. Effective in following best management practices, motivational strategies, and strong policy enforcement.
Business professional prepared for leadership role with extensive experience in managing operations and driving business success. Proven track record of effectively overseeing daily operations, implementing strategic plans, and optimizing resources. Highly focused on team collaboration and achieving results, with reputation for reliability and adaptability. Expertise in financial management, staff development, and customer relations. Seeking new long-term career opportunity outside of the automotive industry.
Overview
18
18
years of professional experience
Work History
Service Advisor
Ink's Firestone
09.2025 - Current
- Collaborated with technicians to communicate repair status and manage customer expectations effectively.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer, ensuring financial integrity at all times.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Service Advisor
Interstate Dodge
05.2025 - 09.2025
- Delivered exceptional customer service, addressing inquiries and resolving issues effectively.
- Coordinated service appointments, ensuring optimal scheduling and resource allocation.
- Provided accurate estimates for repairs, enhancing customer trust and satisfaction.
- Maintained detailed records of service transactions, improving tracking and follow-up processes.
- Trained new staff on company policies and procedures, fostering a knowledgeable team environment.
Owner/Operator Manager
GAP Automotive Solutions, LLC
01.2019 - 05.2025
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Onboarded new employees, including training, mentoring and new hire documentation.
- Conducted scheduled and impromptu evaluations to assess work performance.
- Managed payroll for organization of personnel.
- Oversaw inventory management, optimizing stock levels and supplier relationships.
- Managed daily operations to ensure efficient workflow and customer satisfaction.
- Trained and mentored staff in automotive repair techniques and safety compliance.
- Developed and implemented service protocols to improve repair turnaround times.
Service Manager
Premier Autoplex
04.2018 - 12.2018
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks to achieve department profitability.
- Met with customers to discuss service needs and offer available solutions.
- Managed a team of employees in processes to comply with policies and procedures for the both the company and manufacturer.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Hired and trained new workers to improve efficiency of department, and cultivate a productive work atmosphere.
Service Manager/Automotive Service Consultant
Hixson Autoplex (BMW)
04.2014 - 04.2018
- Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
- Increased sales by establishing goals, overseeing performance and customer satisfaction.
- Maximized performance by monitoring daily activities and mentoring team associates.
- Interviewed and hired strong candidates for team openings.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Provided primary customer support to internal and external customers in fast-paced environment and resolved customer needs and complaints.
Service Manager
Sparks Nissan Kia
01.2008 - 04.2014
- Met with customers to discuss service needs and develop effective and practical solutions.
- Trained less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Managed team of employees in processes to comply with policies across company.
- Followed up with customers during and after installations to verify satisfaction.
- Oversaw team of service professionals focused on quality and proficiency.
Education
High School Diploma -
West Ouachita High School
West Monroe, LA05.1993
Skills
- Staff Management/ Employee Supervision
- Verbal and written communication
- Problem resolution/ Conflict resolution
- Team Leadership/ Training
- Customer Service Management / Customer Service
- Positive Attitude/ Promote Healthy Work Environment
- Data entry / Computer Skills
- Multitasking and organization
Accomplishments
- Top 5% in sales for six consecutive months at a large automotive group
- Three award recognitions for outstanding customer satisfaction
- Best attitude of the year
- Multiple secret-shopper award recognitions
Additional Information
Experience in Word, Excel, Quickbooks On-line, Outlook, Reynolds & Reynolds, ADP, Dealer-track, CDK, 10-key, Mitchell, NAPA Tracs, Identifix, All Data
Timeline
Service Advisor
Ink's Firestone
09.2025 - Current
Service Advisor
Interstate Dodge
05.2025 - 09.2025
Owner/Operator Manager
GAP Automotive Solutions, LLC
01.2019 - 05.2025
Service Manager
Premier Autoplex
04.2018 - 12.2018
Service Manager/Automotive Service Consultant
Hixson Autoplex (BMW)
04.2014 - 04.2018
Service Manager
Sparks Nissan Kia
01.2008 - 04.2014
High School Diploma -
West Ouachita High School