Samuel De la Pena
San Leandro
Summary
Dynamic Service Manager with a proven track record at San Leandro Nissan, enhancing customer satisfaction ratings by 94%. Skilled in conflict resolution and sales proficiency, I excel in building relationships and driving team performance. My strong work ethic and critical thinking ensure effective project management and service excellence.
Overview
19
19
years of professional experience
Work History
Service Manager
San Leandro Nissan
San Leandro
02.2021 - Current
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Used knowledge of services to recommend additional products and offerings to customers.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Promoted available products and services to customers during service, account management and order calls.
- Increased customer satisfaction ratings 94% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Prevented key account losses by researching discrepancies and correcting problems.
- Managed daily service operations and ensured adherence to company standards.
- Trained and mentored team members on service protocols and customer engagement.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Developed and maintained relationships with customers, vendors, and suppliers.
Service Advisor
Autocom Nissan Of Oakland
Oakland
12.2014 - 01.2021
- Explained amount for expected services and provided detailed answers to customer questions.
- Handled telephone inquiries regarding appointments and work in process.
- Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
- Recommended additional, useful services to customers to increase overall sales.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Researched coverages under warranties and determined requirements for coverage.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Examined records and papers to verify warranty and service contract coverage.
Project Manager
Ultimate Kleen solutions
Oakland
02.2007 - 01.2010
- Built and established strong partnerships with teams, vendors and contractors.
- Created project plans with established timelines, assigned to appropriate teams and managed workflow throughout construction.
- Led meetings with internal team members, consultants and contractors.
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency.
- Reviewed project risks and devised proactive strategies to avoid potential roadblocks.
- Determined project staffing needs and led resource management.
Education
Certificate - Project Management
Coursera
Castro Valley, CA06.2023
Certificate - Customer Service And Management
Csi School
Temecula, CA06.2006
Skills
- Estimating accuracy
- Documentation and reporting
- Customer service and support
- Conflict resolution
- Active listening
- Work ethic
- Critical thinking
- Military experience
- Petroleum supply specialist
- Progress reporting
- Goal-oriented mindset
- Warranty claims management
- Team collaboration
- Sales proficiency
- Records management
- Staff training and education
- Multitasking and organization
Timeline
Service Manager
San Leandro Nissan
02.2021 - Current
Service Advisor
Autocom Nissan Of Oakland
12.2014 - 01.2021
Project Manager
Ultimate Kleen solutions
02.2007 - 01.2010
Certificate - Project Management
Coursera
Certificate - Customer Service And Management
Csi School