Roberto Piedra
Miami
Summary
Accomplished Service Manager with extensive experience in optimizing service operations and enhancing customer satisfaction in the luxury vehicle sector. Skilled in team leadership, conflict resolution, and process improvement. Proven track record of developing policies that foster customer engagement and retention while ensuring compliance with regulations. Committed to driving business profitability and empowering teams to achieve excellence.
Overview
16
16
years of professional experience
2
2
Certifications
Work History
Service Manager
South Motors Infiniti/IOSM
Miami
01.2023 - 12.2025
- Supervised daily service operations for luxury vehicle maintenance and repair.
- Trained and mentored service staff to enhance customer satisfaction.
- Coordinated scheduling and workflow to optimize service delivery.
- Managed customer inquiries and resolved service-related issues to enhance customer experience.
- Implemented process improvements to streamline service department efficiency.
- Ensured compliance with safety standards and best practices in the facility.
- Collaborated with sales team to align service offerings with customer needs.
- Enhanced customer satisfaction ratings by addressing complaints and implementing effective solutions.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Created written estimates and obtained customer consent to proceed.
Service Advisor
South Motors Infiniti
Miami
01.2010 - 12.2022
- Explained service recommendations and provided detailed cost estimates to clients.
- Facilitated vehicle service inquiries and appointment scheduling to enhance customer experience.
- Coordinated follow-up communications on vehicle maintenance status to keep customers informed and engaged.
- Coordinated with technicians to ensure timely completion of service requests.
- Resolved customer complaints effectively, ensuring satisfaction with services provided.
- Maintained accurate records of customer interactions and service histories.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Monitored and documented customer requests and resolutions within designated systems to ensure effective communication.
- Demonstrated knowledge of advanced diagnostic equipment used in the shop.
Skills
- Customer relationship management
- Service optimization
- Workflow coordination
- Team building
- Problem solving
- Time management
- Conflict resolution
- Effective communication
Languages
English
Professional
Spanish
Professional
Certification
Infiniti Certified Service Advisor
Accomplishments
Top Performer
Timeline
Service Manager
South Motors Infiniti/IOSM
01.2023 - 12.2025
Service Advisor
South Motors Infiniti
01.2010 - 12.2022