Raymond Casarez
Los Angeles,CA
Summary
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Personable Service Manager driving process optimization and business profitability on continuous basis. Accomplished in leading by example and enabling employees to achieve personal and professional best. Understands, keeps abreast of and complies with federal, state, and local regulations that affect service operations.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Service Manager
Central Ford
South Gate, CA
02.2007 - 10.2023
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Produced thorough, accurate and timely reports of project activities.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Performed root cause analysis on recurring problems encountered by customers.
- Resolved customer complaints in a timely manner.
- Pitched in to complete various duties during peak periods or employee absences.
- Adhered to customer service standards to foster satisfaction and retention.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Motivated and supported employees to maintain low turnover.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Coordinated with other departments within the organization to ensure seamless delivery of services.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Completed day-to-day duties accurately and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Maintained updated knowledge through continuing education and advanced training.
Fleet Maintenance Coordinator
Llovio Ford
South Gate, California
01.2007 - 02.2014
- Performed regular inspections on all fleet vehicles to ensure safety compliance.
- Coordinated efficient maintenance schedules to keep systems running at peak levels.
- Delivered positive reinforcement and constructive criticism for employee work efforts.
- Assessed operational needs of the department based on usage patterns of the current fleets.
- Maintained accurate records of fleet repair and maintenance activities.
- Delegated work to staff, setting priorities and goals.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Managed relationships with external service providers, including garages, body shops, and dealerships, ensuring that quality services at competitive prices were provided in a timely manner.
Service Advisor
Downey Ford
Downey, CA
01.2000 - 01.2007
- Upsold additional products or services when appropriate.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Prepared invoices for services rendered and collected payments from customers.
- Took special orders in person and over telephone, generating additional revenue every month.
Service Dispatcher
Santa Monica Ford
Santa Monica, CA
02.1992 - 01.1999
- Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
- Received or prepared work orders.
- Adhered to all company policies related to safety, security and confidentiality protocols.
- Monitored technician's progress and updated job status in system.
Education
Some College (No Degree) - Business Administration And Management
East Los Angeles College
Monterey Park, CASkills
- Customer Service
- Conflict Resolution
- Positive Attitude
- Vendor Sourcing
- Coaching and Mentorship
- Multitasking and Organization
- Task Delegation
- Critical Thinking
- Goal-Oriented
- Crew Leadership
- Bilingual English and Spanish
Certification
- Consistently having to take courses and staying certified for Ford Motor Company on new vehicle product, and warranties.
Languages
Spanish
Professional
Timeline
Service Manager
Central Ford
02.2007 - 10.2023
Fleet Maintenance Coordinator
Llovio Ford
01.2007 - 02.2014
Service Advisor
Downey Ford
01.2000 - 01.2007
Service Dispatcher
Santa Monica Ford
02.1992 - 01.1999
Some College (No Degree) - Business Administration And Management
East Los Angeles College
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