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
08.2021 - 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
10.2016 - 07.2021
- 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
04.2015 - 10.2015
- 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
02.2011 - 04.2015
- 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
08.2021 - Current
Service Advisor
Bert Ogden Toyota
10.2016 - 07.2021
Service Advisor
Boggus Ford
04.2015 - 10.2015
Service Advisor
Toyota Of Pharr
02.2011 - 04.2015
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
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