Stephen Jones
Weslaco,TX
Summary
Highly motivated Service Manager with 10+ years of automotive experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Manager
Bert Ogden Hyundai/ Toyota
2021.08 - Current
- Monitored safety compliance to maintain strict standards and protect team members from harm.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Hired and trained new workers to improve efficiency of department and cultivate productive work atmosphere.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Followed up with customers during and after installations to verify satisfaction.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
- Implemented effective service processes from initial write up to active delivery in order to create an exceptional experience for all guests
Service Advisor
Bert Ogden Toyota
2016.10 - 2021.07
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Cross-trained and provided back up for customer service managers.
- Trained new personnel regarding company operations, policies and services.
Service Advisor
Boggus Ford
2015.04 - 2015.10
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Documented problems and corrective actions to maintain records.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Service Advisor
Toyota Of Pharr
2011.02 - 2015.04
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Developed estimates by costing materials, supplies and labor.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Documented problems and corrective actions to maintain records.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Certificate - Automotive Technology
Texas State Technical College - Harlingen
Harlingen, TX08.2009
High School Diploma -
Weslaco High School
Weslaco, TX05.2008
Skills
- Corrective Action Implementation
- Personnel Management
- Safety Compliance
- Worker Training
- Policy and Procedure Writing
- Team Collaboration
- Assignment Delegation
- Personnel Skill Assessments
- Multitasking and Prioritization
- Analytical and Critical Thinking
- Employee Motivation
- Relationship Building
- Service Documentation
- Reliable and Responsible
- Staff Training and Development
- Budget Control
- Culture development
- Conflict Resolution
- Policy and Procedure Enforcement
- Process Implementation
Accomplishments
- Achieved all requirements to receive Toyota's Presidents Award for 2022 and 2023
- Have consistently increased customer pay sales, labor and gross
- Have achieved CSI at or above regional benchmark monthly
- Received warranty labor rate increase from $105.00 to $167.92
Certification
- Master Certified Service Manager - Hyundai Motors America
- Certified Toyota Service Manager
Timeline
Service Manager
Bert Ogden Hyundai/ Toyota
2021.08 - Current
Service Advisor
Bert Ogden Toyota
2016.10 - 2021.07
Service Advisor
Boggus Ford
2015.04 - 2015.10
Service Advisor
Toyota Of Pharr
2011.02 - 2015.04
Certificate - Automotive Technology
Texas State Technical College - Harlingen
High School Diploma -
Weslaco High School
- Master Certified Service Manager - Hyundai Motors America
- Certified Toyota Service Manager
Similar Profiles
Ezequiel GarzaEzequiel Garza
Sales Floor Team Leader at Bert Ogden HyundaiSales Floor Team Leader at Bert Ogden Hyundai
Annie M GuzmanAnnie M Guzman
Accounts Receivable Clerk at Bert Ogden MotorsAccounts Receivable Clerk at Bert Ogden Motors
Arminda MuñozArminda Muñoz
Corporate Compliance Auditor at Bert Ogden Auto GroupCorporate Compliance Auditor at Bert Ogden Auto Group