Roy Realzola
El Paso
Summary
Strategic Service Manager with expertise in complaint resolution and team leadership. Focused on optimizing workflows and enhancing processes to drive customer satisfaction and operational efficiency. Demonstrated success in managing service operations and fostering team development, leading to improved performance in the automotive service industry.
Overview
5
5
years of professional experience
Work History
Service Drive Manager
Dick Poe Motors
El Paso
09.2025 - 03.2026
- Coordinated service drive operations and optimized daily workflow for technicians.
- Facilitated customer service interactions, enhancing satisfaction through timely communication.
- Assisted customers in understanding repair needs and service options available.
- Resolved customer complaints in a timely manner to maintain positive relationships with customers.
- Developed reports summarizing daily activities and highlighting key metrics to drive service drive performance.
- Reviewed customer feedback surveys to identify areas for improvement in the service drive process.
Service Manager
Fox Auto Team
El Paso
09.2021 - 03.2025
- Supervised daily operations in automotive service department.
- Coordinated technician schedules and customer appointments to optimize service workflow.
- Trained and mentored new service staff on procedures and tools.
- Resolved customer inquiries and complaints professionally and promptly.
- Ensured compliance with safety standards in the service area.
- Developed process improvements to enhance service efficiency.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Conducted team meetings to review customer feedback and implement process improvements.
- Motivated and supported employees to maintain low turnover.
- Hired and trained service department staff to drive performance.
- Created written estimates and secured customer consent to ensure transparency and trust.
- Created standard operating procedures for all service functions.
- Monitored service performance metrics to identify areas of improvement.
- Created detailed reports on service activities for senior management review.
Service Manager
Charlie Clark Infiniti
el paso
12.2020 - 08.2021
- Oversaw daily operations in automotive service department, ensuring efficiency and quality service.
- Directed service staff to maintain high customer satisfaction and adherence to company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Resolved customer inquiries and complaints professionally and promptly.
- Trained and mentored new service staff on procedures and tools, enhancing team readiness and performance.
- Coordinated service schedules for technicians and customer appointments.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Established and enforced safety protocols to ensure a safe working environment for all employees.
- Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
Education
High School Diploma -
Irvin High School
El Paso, TX05-2005
Skills
- Customer service
- Service operations
- Complaint resolution
- Service quality assurance
- Customer relationship management
- Workflow management
- Performance reporting
- Process improvement
- Team leadership
- Staff training
- Staff training and development
- Employee engagement
- Cost management
- Time management
- Relationship building
- Problem solving
Languages
Spanish
Professional
Timeline
Service Drive Manager
Dick Poe Motors
09.2025 - 03.2026
Service Manager
Fox Auto Team
09.2021 - 03.2025
Service Manager
Charlie Clark Infiniti
12.2020 - 08.2021
High School Diploma -
Irvin High School