Robert Lucas III
Pensacola,FL
Summary
Results-driven Service Manager with expertise in service operation management, policy development, and customer relationship management. Proven ability to enhance customer satisfaction and streamline operations.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Manager
Empire Truck sales
Pensacola, Florida
07.2015 - 05.2026
- Managed daily operations of service department for commercial truck sales.
- Oversaw scheduling and assignment of service technicians and tasks.
- Coordinated communication between customers and service team to resolve inquiries.
- Developed and implemented service policies that streamlined operations.
- Resolved customer complaints and provided solutions to service issues.
- Enhanced customer satisfaction by addressing complaints and providing effective solutions.
- Collaborated with sales team to ensure timely vehicle servicing needs.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Trained new staff on company standards and safety protocols.
- Motivated and supported employees to maintain low turnover.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Created written estimates and obtained customer consent to proceed.
Parts Specialist/IC control specialist
Advance Auto Parts
Pensacola, Florida
03.2011 - 03.2013
- Managed inventory levels to optimize product availability and accuracy for customers.
- Processed orders and returned parts efficiently to maintain workflow.
- Assisted customers in locating automotive parts and accessories.
- Identified potential problems with defective or damaged parts before they reached customers.
- Created purchase orders for new parts when needed by vendors or suppliers.
- Maintained parts system with up-to-date order and sales data to support efficient operations.
- Coordinated shipping arrangements for outbound orders.
- Inspected and verified incoming parts for accuracy against invoices, delivery notes, and packing slips.
- Researched pricing, availability, compatibility, quality standards, and other factors related to purchasing decisions.
- Managed vendor relationships by ensuring that orders were filled accurately and on time.
- Assisted retail, wholesale, and service customers with selecting optimal parts for different needs.
- Collaborated with team members to enhance customer service strategies, improving overall satisfaction.
- Resolved customer inquiries and complaints with professionalism and care.
- Trained new staff on product knowledge and store procedures.
- Utilized point-of-sale systems for transactions and tracking sales data.
- Maintained organized displays to enhance product visibility in the store.
- Received customer orders and placed them into the system for processing.
- Coordinated restocks by working closely with parts manager to fill critical gaps.
Education
GED -
Poly HS
Riverside, CA06-2006
Skills
- Service operation management
- Customer relationship management
- Supply chain management
- Inventory control
- Operational strategy
- Technical troubleshooting
- Fleet maintenance
- Employee training
- Problem solving
- Team collaboration
- Effective communication
- Customer support
Certification
- ARC Training
DTNA Parts Academy, Paragon Training
Elite support CID L1, L2 CMT Certifications
Elite support Dealership and Parts, Service Office Certifications
Service Advisor Systems Level 100
TEchLane Advocate, CX Advocate Management Certifications, Dealer /Organization , Service Advisor and Technician Certifications
SAFETY Certifications
Bloodborne Pathogens, Chair Safety, Conflict Resolution, Customer Service Essentials, DOT Hazardous Materials, Emergency Response, Forklift Safety, Hazard Communication Awareness, Hazardous Waste Management, PPE, Positive Workplace Culture, Safe Driving, Workplace Violence Prevention and Active shooter Response
Timeline
Service Manager
Empire Truck sales
07.2015 - 05.2026
Parts Specialist/IC control specialist
Advance Auto Parts
03.2011 - 03.2013
GED -
Poly HS