Rocco D'Urso
Stratford
Summary
Experienced automotive professional with over 15 years of industry knowledge seeking a career pivot to leverage strong technical and problem-solving skills. Demonstrated ability to effectively troubleshoot and resolve undefined issues for customers in the service department. Proven track record of utilizing technical background and dedication to address concerns efficiently. Recognized for keen eye for detail and commitment to maximizing strengths.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Assistant Service Manager
Colonial Toyota of Milford
2018.05 - Current
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Met with customers to discuss service needs and offer available solutions.
- Responsible for multiple high priority tasks including over seeing the maintenance and record keeping of the owner of the dealerships fleet of personal vehicles.
Warrantee Administrator
New Country Toyota of Westport
2016.10 - 2018.04
- Managed warranty claims for the service department, including goodwill claims
- Maintained personnel records and updated internal databases to support document management.
- Closed out all claims in a timely manner in an effort to keep the warranty schedule up to date.
Assistant Service Manager
New Country Toyota of Westport
2014.02 - 2018.04
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Met with customers to discuss service needs and offer available solutions.
Assistant Service Manager
Colonial Toyota of Milford
2011.02 - 2013.02
- Documented customer and vehicle information while educating customers on service needs
- Recruited and trained new hires in accordance with company policies
- Performed weekly shop inspections to ensure compliance with OSHA safety standards
- Assisted in the successful launch of the Toyota Express Maintenance (TXM) program
- Oversaw the TXM program and was the direct supervisor for those technicians.
Business Developmental Coordinator
Colonial Toyota of Milford
2010.02 - 2011.02
- Brought on board to implement recall hotline to notify customers in a timely manner of open recalls
- Handled majority of the inbound calls for appointment scheduling and customer service needs.
Automotive Technician
Colonial Toyota of Milford
2006.04 - 2008.09
- Certified T-TEN automotive technician; B level
- Maintained a clean and organized work environment, demonstrating pride in personal workspace while contributing to overall shop cleanliness.
- Performed diagnostic and troubleshooting procedures to find and identify root causes of mechanical issues.
- Serviced vehicles according to OEM recommended maintenance schedules for oil changes, engine tune-ups and fluid changes.
Manager
Jerry's Shakespeare Pizza #2
2013.02 - 2014.02
- Prepped food and assisted pizza chef as needed in cooking foods
- Kept inventory stocked while servicing customers in person and over the phone
- Maintained the cleanliness of the facility in compliance with Health Codes and compliance of State laws
- Managed the social media platform in an effort to boost advertising and customer base.
Education
Associate's Degree - Automotive Technology
Gateway Community College
North Haven, CT05.2007
Skills
- Multitasking and Organization
- Reliable and Responsible
- Critical Thinking
- Service Quality Management
- Technical Troubleshooting
- Analytical Thinking
- Documentation And Reporting
Certification
- Automotive Technology for Toyota, Lexus, and Scion
- Hybrid and Alternative Fuel Vehicle Certification
Timeline
Assistant Service Manager
Colonial Toyota of Milford
2018.05 - Current
Warrantee Administrator
New Country Toyota of Westport
2016.10 - 2018.04
Assistant Service Manager
New Country Toyota of Westport
2014.02 - 2018.04
Manager
Jerry's Shakespeare Pizza #2
2013.02 - 2014.02
Assistant Service Manager
Colonial Toyota of Milford
2011.02 - 2013.02
Business Developmental Coordinator
Colonial Toyota of Milford
2010.02 - 2011.02
Automotive Technician
Colonial Toyota of Milford
2006.04 - 2008.09
Associate's Degree - Automotive Technology
Gateway Community College
- Automotive Technology for Toyota, Lexus, and Scion
- Hybrid and Alternative Fuel Vehicle Certification
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