SHAN BELL
CULLMAN,AL
Summary
Organized Service Manager with successful history of managing competing priorities and meeting challenging performance targets. Works well under pressure to deliver strong customer service retention and focused on profitability. Focused on growing the next generation staff at dealership. Safety-oriented team player with strong attendance record. Helpful professional commended as valuable team player with expertise in Service Department. Ready to bring 20 years of relevant work experience to new position in the automotive industry.
Overview
17
17
years of professional experience
Work History
SERVICE MANAGER
BENTON NISSAN OF HOOVER/BENTON NISSAN OF BESSEMER
10.2019 - Current
- Increased service department profit margins from losing over $180,000.00/month to profiting over $180,000 month over 100% increase in profit margins
- Profit percentages went from 2019 Service Department not covering any dealership expense, losing money each month, to service department covered 100% of dealership expenses.
- Diagnosed and troubleshot problems, repairing, and restoring Nissan vehicles to peak performance.
- Installed new service equipment and explained operation and routine maintenance protocols to employees.
- Responded to customer inquiries quickly and professionally to increase customer satisfaction.
- Inspected and run diagnostic to diagnose customer issues.
- Explained diagnostic findings to customers and outlined repair or service options.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Maintained accurate records of service calls and customer interactions for training and accountability purposes.
- Evaluated technicians abilities to predetermined right technicians for repairs. Reducing number of comebacks for dealership.
- Responded to problems with customers vehicles to ensure that proper repair is made with issues being reported and if necessary contacting tech line and DTS Assistance.
- Assisted training service advisors on proper use of new or existing software to deliver excellent customer service.
- Developed work plans and documentation to increase KPI and Service Retention.
- Notifying customers of corrective actions needed concerning their vehicles and letting them know about completing preventive maintenance and benefits of same.
- Diagnosed vehicles with electrical and mechanical system issues
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
- Demonstrated to customers proper use of their new or used car equipment after it has been delivered.
- Wrote and revised maintenance procedures.
- Coordinated with other departments to maintain streamlined and productive workflow
- Analyzed service reports to identify areas of improvement and made necessary changes to labor rate increases. Benton Nissan of Hoover and Bessemer both moved from $115.00 hour warranty labor rate to $150.00 per hour labor rate with Nissan.
- Implemented strategies to increase customer service satisfaction ratings increasing ratings from below KPI to above National Average over 30% points.
GENERAL MANAGER
TONY SERRA NISSAN
08.2018 - 10.2019
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Managed budget implementations, employee evaluations, and employee pay plans.
- Analyzed market trends and competitor activities to create competitive advantages.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
SERVICE DIRECTOR
TONY SERRA NISSAN
11.2011 - 08.2018
- Achieved 100% increase in productivity in fixed operations, parts and service department.
- Increased Service Department gross profit 100% through effective management of recall projects.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- 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.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Service Manager
Classic Cadillac Jeep
06.2006 - 10.2010
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions
- Was Super DSA agent with General Motors.
- Managed service lane writing service and selling service with over 35 customers per day and profit margins of 84%.
- Profit margins at dealership increased over 69% while writing and selling service.
- Resolved customer complaints in professional and timely manner
- Hired, trained and supervised team of service staff members to meet business goals
- Developed and maintained positive relationships with customers to build rapport and trust
- Monitored service staff performance and provided feedback for improvement
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
Education
High School Diploma -
Addison High School
Addison, AL05.1986
Skills
- Valid Driver's License
- Maintain KPI Scores above National Average
- Service Ticket Accuracy
- Focused on growth and profit margins
- Customer Relationship Management
- Attention to Detail
- Work with Minimal Supervision
- Analytical Thinking
- Diagnostics Expertise
- Adaptable and Flexible
- Diagnosis and Troubleshooting
- Mechanical Aptitude
Accomplishments
- Awarded the Nissan Awards of Excellence
- Awarded the Precedential Award of Excellence with Nissan North America.
- Owner Loyalty Manager
- Alabama Governors Committee on Employment of People with Disabilities.
- 2018 Small Business Employer of the Year, Tony Serra Nissan
- Launching a Technical Training Program with Wallace State Community Collage.
- Starting a new point of open for a new brand, Nissan, located in Cullman, Alabama.
Languages
American Sign Language
Full Professional
Timeline
SERVICE MANAGER
BENTON NISSAN OF HOOVER/BENTON NISSAN OF BESSEMER
10.2019 - Current
GENERAL MANAGER
TONY SERRA NISSAN
08.2018 - 10.2019
SERVICE DIRECTOR
TONY SERRA NISSAN
11.2011 - 08.2018
Service Manager
Classic Cadillac Jeep
06.2006 - 10.2010
High School Diploma -
Addison High School
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