SAM MADDALENA
Manassas
Summary
Results-driven professional with a solid background in service management and team leadership. Led operations that consistently surpassed customer satisfaction benchmarks, streamlined processes to improve efficiency, and fostered strong relationships with customers and vendors. Proven ability to motivate teams and exceed performance targets.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Service Director
Alexandria Hyundai/Genesis
Alexandria
2024.11 - Current
- Led service operations to enhance customer satisfaction and loyalty.
- Managed team of technicians to ensure efficient vehicle repairs and maintenance.
- Coordinated with sales teams to align service offerings with customer needs.
- Fostered a positive work environment to motivate staff and promote teamwork.
Service Manager
Safford Brown Hyundai
Manassas
2023.11 - 2024.11
- Oversaw service team to ensure high-quality customer support and satisfaction.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Managed daily operations for service department at a leading Hyundai dealership.
Fixed Operations Director
Hendrick Honda Woodbridge
Woodbridge
2014.11 - 2023.10
- Maintained CSI above manufacturers standard.
- Oversaw hiring and training procedures for new personnel to confirm smooth onboarding.
- Collaborated with other managers to achieve service delivery goals for internal work.
- Implemented corrective plans to improve customer service experience.
- Helped bridge the gap between Variable Operations and Fixed Operations while fostering a healthy relationship between all of us.
- Maintained CSI levels above Honda zone standard.
- Monitored key performance indicators to measure progress against goals and objectives.
- Implemented operational strategies to improve customer service levels, reduce costs, and increase efficiency.
Service Manager
Hendrick Honda Woodbridge
Woodbridge
2010.05 - 2014.11
- Managed daily operations for service department at a leading Honda dealership.
- Oversaw service team to ensure high-quality customer support and satisfaction.
- Resolved customer complaints and service issues promptly to maintain loyalty.
Service Advisor
Hendrick Honda Woodbridge
Woodbridge
2004.01 - 2010.05
- Maintained CSI above manufacturers standard.
- Assisted customers by identifying their primary concerns, and being the liaison between the technician and customer advising the customer of needed repairs.
- Prepared repair orders and obtained necessary signatures to maintain company records.
Service Advisor
Ted Britt Ford
Fairfax
2000.04 - 2003.12
- Maintained CSI level above manufacturers standard.
- Relayed information regarding vehicle issues and recommended needed repairs to customers.
- Built loyal customer base.
Service Advisor
National Tire And Battery
Woodbridge
1996.04 - 2000.03
- Maintained high levels of customer satisfaction.
- Relayed information regarding vehicle issues and recommended needed repairs to customers.
Education
General studies -
Garfield High School
Woodbridge, VA1994-06
Skills
- Cultivating Productive Relationships
- Employee Counseling
- Retail Operations
- Training Team Members
- Interpersonal Communication Skills
- Conflict resolution
- Sales support
- Relationship building
Certification
CPR certified
Timeline
Service Director
Alexandria Hyundai/Genesis
2024.11 - Current
Service Manager
Safford Brown Hyundai
2023.11 - 2024.11
Fixed Operations Director
Hendrick Honda Woodbridge
2014.11 - 2023.10
Service Manager
Hendrick Honda Woodbridge
2010.05 - 2014.11
Service Advisor
Hendrick Honda Woodbridge
2004.01 - 2010.05
Service Advisor
Ted Britt Ford
2000.04 - 2003.12
Service Advisor
National Tire And Battery
1996.04 - 2000.03
General studies -
Garfield High School