Stephen Swanger
McKeesport,PA
Summary
Results-driven automotive, retail, and service manager with 19 years of experience in the automotive tire and repair industry. Self-motivated and organized team player, skilled communicator, and stellar staff recruiter and mentor. Led a team of 12 service associates to achieve impressive sales and service numbers, strengthening brand loyalty. Recognized for exceeding monthly sales forecasts by $19,000, achieving the highest profit in the district, and most improved sales for the year. Knowledgeable service advisor with a solid background in delivering high-quality customer service and efficiently resolving automotive issues. Expertise in diagnostics, repair coordination, and fostering strong client relationships and team collaboration to ensure complete customer satisfaction.
Overview
14
14
years of professional experience
Work History
Service Advisor
Jim Shorkey Chrysler Jeep
08.2022 - Current
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Coordinated service appointments, ensuring efficient scheduling and effective communication with customers.
- Educated clients on vehicle maintenance, enhancing their understanding of service options available.
- Collaborated with technicians to ensure accurate diagnostics and timely repairs for customer vehicles.
- Streamlined workflow processes, improving overall efficiency in the service department's operations.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Service Manager/Acting Store Manager
Firestone
01.2018 - 07.2022
- Opening and closing of store, reconcile daily sales and bank deposits.
- Responsible for daily, weekly, and monthly reports.
- Inventory control, ordering, shipping, and receiving.
- Help customers to make informed decisions on tires, parts, and services.
- Sourcing parts for price and quality.
- Following company policies and procedures on training sales and technicians' teams, up-sales, and warranty work to ensure growth of company.
- Maintain technician workflow and safety procedures.
- Produce customer invoices and billing.
Store Manager
Firestone
01.2012 - 01.2017
- Changed this location from an underperforming store to earning a profit within 6 months.
- Implemented a new workflow, held monthly meeting with staff, controlled payroll, sent flyers to area businesses and improved customer service through educating customers on needs.
- Responsible for all daily operations, P&L, reports, deposits.
- Responsible for daily operations, staff training, workflow, daily financials, staff training and inventory control and ordering.
- Safety and pricing work orders.
- Oversaw daily store operations, ensuring compliance with company policies and procedures.
- Managed inventory levels, optimizing stock availability and reducing excess waste.
- Conducted regular staff evaluations, setting performance goals aligned with organizational objectives.
- Resolved customer complaints promptly, enhancing satisfaction and loyalty through exceptional service delivery.
- Managed inventory control, cash control, and store opening and closing procedures.
Education
Associate Degree - Applied Business Management
Brown Mackie College
North Canton, OHStore Management, Customer Service, Team Leadership, Vehicle Inspection Courses, Motorist Assurance Program, Safety-First Aid Training
Firestone Employee Education
Core Education, Expert Training
Chrysler Dodge Jeep
Skills
- Ability to drive sales
- Skilled problem solver
- Excellent customer service
- In store logistics
- Staff retention
- Team builder
- Vehicle assessment
- Listening skills
- Strong work ethic
- Service estimates
- Service recommendations
Hobbies and Interests
- Camping
- Family time
Timeline
Service Advisor
Jim Shorkey Chrysler Jeep
08.2022 - Current
Service Manager/Acting Store Manager
Firestone
01.2018 - 07.2022
Store Manager
Firestone
01.2012 - 01.2017
Core Education, Expert Training
Chrysler Dodge Jeep
Associate Degree - Applied Business Management
Brown Mackie College
Store Management, Customer Service, Team Leadership, Vehicle Inspection Courses, Motorist Assurance Program, Safety-First Aid Training
Firestone Employee Education
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