Summary
Overview
Work History
Skills
Additional Contributions
Timeline
Generic

Ruben Olmedo

Lytle Creek,CA

Summary

Seasoned automotive parts and service professional with a strong background in customer support, field recall operations, and team leadership. Seeking to bring my expertise to the role of Regional Manager for the Stellantis canvassing team in East Texas. Committed to implementing field-proven strategies to enhance productivity and operational excellence.

Overview

7
7
years of professional experience

Work History

Recall Specialist

Stellantis (Contracted through MarketSource, Inc.)
2 2024 - Current
  • Led field recall operations, ensuring timely and efficient resolution of safety recalls. - Coordinated with the Area Manager to ensure dealers had a healthy inventory of parts used in common campaigns, shipping using their P&A codes.
  • Conducted training sessions for dealership staff on recall procedures and customer service best practices.
  • Turned a resistant dealership into a leader in mobile service, generating $28K in profit March 2024 followed by $36K in April 2024.
  • Expanded the dealer from one to three service vans and spearheaded mobile repair in the Greater Southern California region, including canvassing blitzes in markets outside their assigned service area
  • Profits have continued to grow as we expanded into new markets.

Recall Specialist/Mobile Repair Technician

Ford Motor Company (Contracted through MarketSource, Inc.)
06.2020 - 02.2024
  • Managed recall campaigns, focusing on improving customer communication and engagement. - Implemented strategies to enhance parts availability and service efficiency across multiple regions.
  • Analyzed recall data to identify trends and areas for improvement, leading to a 20% reduction in unresolved cases.
  • Developed and maintained relationships with dealership personnel to ensure compliance with recall protocols.
  • Enhanced parts distribution efficiency by coordinating with parts managers, area managers, high-velocity centers (regional warehouses), and direct ship suppliers to ensure parts critical for recall services were readily available regionally.
  • Repaired vehicles at customers' homes and/or workplaces, enhancing convenience and customer satisfaction.

Field Recall Specialist, Technician, Internal Zone Researcher, and ALPHA Lead

American Honda (Contracted through MarketSource, Inc.)
10.2017 - 06.2020
  • Delivered the highest number of successful repairs for vehicles affected by the TAKATA airbag recall on a team of approximately 500 Specialists, significantly enhancing safety and customer trust.
  • Created and executed innovative strategies, resulting in a 25% decrease in unresolved recalls.
  • Conducted in-depth analysis of recall data to support internal research and development efforts.
  • Led a team canvassing high-risk ALPHA vehicles, increasing our resolution rate through in-depth research.
  • Enhanced customer satisfaction and engagement by developing an outreach strategy based on extensive internal and external research, leading to a net increase in claims.
  • Trained a team to perform outreach, maximizing productivity.

Customer Support Specialist

American Honda, CSCC (Customer Contact and Support Center) (Contracted through Aerotek)
04.2017 - 10.2017
  • Handled claims and contacted District Parts and Service Managers (DPSMs) to facilitate recall resolutions.
  • Handled customer complaints, resolving inquiries and service issues.
  • Helped my team (team NSXellence) within CSCC streamline our inbound handling process
  • Achieved an A+ score in the QA audit, demonstrating a high level of customer satisfaction and service quality.

Skills

Field Recall Operations

Parts and Service Management

Customer Support

Data Analysis

Training and Development

Relationship Management

Process Optimization

Additional Contributions

  • Improved recall resolution rates and overall service performance by using vehicle title records data to focus on actively driven vehicles, enhancing the efficiency of recall efforts.
  • Consistently made suggestions to Adminstrators to adjust our the Salesforce CRMS which were implemented company-wide to help Field Recall Specialists locate external data, such as phone numbers, and generate alternate leads.

Timeline

Recall Specialist/Mobile Repair Technician

Ford Motor Company (Contracted through MarketSource, Inc.)
06.2020 - 02.2024

Field Recall Specialist, Technician, Internal Zone Researcher, and ALPHA Lead

American Honda (Contracted through MarketSource, Inc.)
10.2017 - 06.2020

Customer Support Specialist

American Honda, CSCC (Customer Contact and Support Center) (Contracted through Aerotek)
04.2017 - 10.2017

Recall Specialist

Stellantis (Contracted through MarketSource, Inc.)
2 2024 - Current

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Ruben Olmedo