Stephen May
Rogers,AR
Summary
Proven leader in the automotive industry, excelling in customer satisfaction and technical knowledge at Christian Brothers Automotive Corporation. Enhanced service quality and dealership revenue through expert repair recommendations and relationship building. Achieved significant cost savings and sales growth, demonstrating a keen ability to exceed performance goals with a blend of hard and soft skills.
Overview
23
23
years of professional experience
Work History
Automotive Service Advisor
Christian Brothers Automotive Corporation
08.2021 - Current
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Assisted in inventory management, ordering necessary parts, and tracking backordered items to maintain optimal stock levels.
- Explained estimates and determined repair timelines to manage customer expectations.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
Automotive General Manager
Big O Tires
05.2019 - 06.2021
- Reviewed employee performance and instituted changes in techniques or procedures to improve services and simplify workflow.
- Led successful negotiations with vendors, securing advantageous pricing agreements for the dealership''s purchasing needs.
- Conducted regular performance evaluations, providing constructive feedback for employee growth and development.
- Attracted highly skilled staff members by offering competitive compensation packages, fostering a supportive workplace culture, and promoting career advancement opportunities.
- Spearheaded cost reduction initiatives, resulting in significant savings for the dealership while maintaining quality standards.
- Developed and maintained strong relationships with manufacturers, leading to better negotiation outcomes.
- Formulated detailed budgets based on historical data analysis; monitored expenses closely against projections to maintain fiscal responsibility.
- Maintained compliance with industry regulations and guidelines by staying current on legislation updates and implementing required changes promptly.
- Enhanced customer satisfaction through providing exceptional service and timely resolutions to concerns.
- Implemented and maintained cash handling standards to eliminate theft of services or company funds.
- Expanded market reach by identifying new business opportunities within the automotive industry.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Sales and Marketing Manager
Norwalk Juicers Arkansas
05.2017 - 10.2019
- Conducted market research to identify new business opportunities and stay ahead of industry trends.
- Analyzed sales and marketing data for improved strategies.
- Improved brand visibility with well-executed promotional campaigns and engaging social media content.
- Enhanced team collaboration through regular communication channels, fostering a positive work environment where ideas could flourish.
- Managed sales promotions and marketing strategies on major social media sites.
- Spearheaded successful branding initiatives, sales strategies and public relations approaches to underpin and enhance marketing campaign deployment.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
Automotive General Manager
Big O Tires & Service Center
05.2012 - 06.2015
- Established benchmarks for success in key performance areas to monitor progress towards organizational goals effectively.
- Conducted regular performance evaluations, providing constructive feedback for employee growth and development.
- Ensured optimum utilization of physical resources such as facilities, equipment, and tools through proper maintenance schedules and resource allocation planning.
- Implemented and maintained cash handling standards to eliminate theft of services or company funds.
- Reviewed employee performance and instituted changes in techniques or procedures to improve services and simplify workflow.
- Enhanced customer satisfaction through providing exceptional service and timely resolutions to concerns.
- Managed daily operations, ensuring smooth functioning of all departments including sales, service, parts, and finance.
- Boosted employee morale and reduced turnover by creating a positive work environment and offering ongoing professional development opportunities.
- Facilitated collaboration between departments to improve overall performance and customer experience.
- Continuously assessed market trends to adapt strategies accordingly for sustained growth in a dynamic industry landscape.
- Displayed financial responsibility through P&L management.
- Implemented inventory control measures to optimize stock levels and reduce carrying costs.
- Led successful negotiations with vendors, securing advantageous pricing agreements for the dealership''s purchasing needs.
- Attracted highly skilled staff members by offering competitive compensation packages, fostering a supportive workplace culture, and promoting career advancement opportunities.
- Interviewed, hired, trained and promoted associates to support operations and company growth.
Automotive Sales Manager
Reliable Chevrolet
03.2002 - 04.2015
- Implemented employee training programs focused on product knowledge, negotiation tactics, and closing techniques to enhance overall sales team effectiveness.
- Boosted team performance by conducting regular coaching sessions, performance reviews, and goal-setting exercises.
- Conducted comprehensive market research to identify emerging trends in the automotive industry and make informed decisions regarding inventory offerings accordingly.
- Negotiated advantageous deals with manufacturers for bulk vehicle purchases, reducing costs without sacrificing quality or variety.
- Increased dealership revenue by developing and implementing effective sales strategies tailored to customer needs.
- Coached individual team members on daily basis to maximize unit volume, gross profit and earnings potential.
- Provided guidance on trade-in evaluations, ensuring accurate appraisals that benefited both customers and the dealership''s bottom line.
- Promoted new and used vehicle sales to exceed dealership volume, gross profit and customer expectations.
- Leveraged eLeads, CDK, DealerTrack, CUDL, AutoTrader, TrueCar, vAuto, KBB and other resources to drive new and used car sales.
- Evaluated competitor pricing strategies and adjusted dealership rates as needed to maintain a competitive edge in the market.
- Recruited, hired, trained and managed sales team to set, achieve and exceed sales goals while controlling expenses and exceeding profit and CSI objectives.
- Improved inventory management through regular analysis of sales trends, ensuring optimal vehicle selection for customers.
- Assisted upper management in establishing annual budgets, setting realistic sales targets, and monitoring progress toward financial objectives.
- Fostered a positive work environment by promoting teamwork, open communication, and ongoing professional development opportunities for staff members.
- Improved overall customer buying experience to safeguard dealership revenue.
Skills
- Customer Relations
- Customer Satisfaction
- Building Relationships
- Complaint Handling
- Technical knowledge
- Repair Recommendations
- Estimating costs
- Warranty processing
- Follow-up skills
- Parts Ordering
- Service writing
- Vehicle diagnostics
- Work Order Management
- Customer Relationship Management
- Customer Service
- Customer Retention
- Performance Goals
- CRM Software
- Tech-Savvy
Timeline
Automotive Service Advisor
Christian Brothers Automotive Corporation
08.2021 - Current
Automotive General Manager
Big O Tires
05.2019 - 06.2021
Sales and Marketing Manager
Norwalk Juicers Arkansas
05.2017 - 10.2019
Automotive General Manager
Big O Tires & Service Center
05.2012 - 06.2015
Automotive Sales Manager
Reliable Chevrolet
03.2002 - 04.2015