Roger Garcilazo
Houston,TX
Summary
Dynamic manager with a proven track record at Express Oil Change & Tire Engineers, enhancing customer satisfaction through effective conflict resolution and team leadership. Skilled in operations management and staff training, I successfully improved service protocols, resulting in a significant boost in customer satisfaction scores. Committed to fostering strong relationships and driving team productivity.
Overview
18
18
years of professional experience
Work History
Manager
Express Oil Change & Tire Engineers
Katy, TX
01.2020 - Current
- Assisted in developing operational strategies for team efficiency and productivity.
- Collaborated with team members to streamline communication processes within the department.
- Participated in training sessions to enhance product knowledge and service skills.
- Maintained accurate records of inventory and supply levels for resource planning.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Customer Service Advisor
Kwik Kar Oil And Lube
Katy, TX
03.2018 - 01.2020
- Assisted customers with inquiries, ensuring prompt resolution and satisfaction.
- Processed transactions accurately, maintaining cash register integrity and compliance.
- Educated customers on services offered, enhancing their understanding and engagement.
- Collaborated with team members to streamline service delivery and improve efficiency.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Addressed complex issues by scheduling repair appointments.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Maintained Number minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
Assistant Manager
WetZone Quick Lube
Houston, TX
02.2015 - 03.2018
- Assisted in managing daily operations, ensuring efficient workflow and customer satisfaction.
- Trained new employees on standard procedures and customer service protocols.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned
- Conducted performance evaluations and provided constructive feedback to employees.
- Oversaw daily operations to maintain store cleanliness and organization.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Customer Service Advisor
Mister Car Wash
Sugar Land, TX
08.2007 - 09.2012
- Assisted customers with inquiries, ensuring prompt resolution and satisfaction.
- Processed transactions accurately, maintaining cash register integrity and compliance.
- Educated customers on services offered, enhancing their understanding and engagement.
- Collaborated with team members to streamline service delivery and improve efficiency.
- Resolved customer complaints professionally, fostering a positive company image and loyalty.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Continuously sought opportunities for personal development through ongoing training programs.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Collaborated with team members to achieve monthly targets and improve overall performance.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
Automotive And Diesel
Universal Technical Institute
Houston, TXHigh School Diploma -
Elsik High School
Houston, TX2007
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Staff training and development
- Task delegation
- Documentation and reporting
- Relationship building
- Operations management
- Customer relationship management (CRM)
- Shift scheduling
- Policy implementation
- Conflict resolution
- Sales management
- Schedule preparation
- Budget control
- Coaching and mentoring
- Inventory management
- Computer skills
- Problem resolution
- Multitasking
- Excellent communication
- Organizational skills
- Hiring and training
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Manager
Express Oil Change & Tire Engineers
01.2020 - Current
Customer Service Advisor
Kwik Kar Oil And Lube
03.2018 - 01.2020
Assistant Manager
WetZone Quick Lube
02.2015 - 03.2018
Customer Service Advisor
Mister Car Wash
08.2007 - 09.2012
Automotive And Diesel
Universal Technical Institute
High School Diploma -
Elsik High School