STEVEN BURKART
Willow Grove,PA
Summary
Results-driven leader with 20+ years of experience in automotive and fixed operations management. Proven track record in enhancing customer and employee satisfaction and driving sales results through effective management strategies. Strong critical thinking skills combined with attention to detail. Actively pursuing a Bachelor of Business Administration degree to further enhance business acumen.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
Work History
Service Advisor
Porsche Conshohocken
Conshohocken, Pennsylvania
04.2025 - Current
- Provided expert advice on vehicle maintenance and service options.
- Coordinated service appointments and managed customer communications effectively.
- Assisted technicians with vehicle inspections and repair recommendations.
- Maintained accurate records of service history and customer interactions.
- Resolved customer concerns promptly to ensure satisfaction and loyalty.
- Promptly responded to customer inquiries via phone, email or in person.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Resolved customer complaints in an efficient and courteous manner.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Prepared invoices for services rendered and collected payments from customers.
- Greeted customers and addressed their needs in a professional manner.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
Service Manager
Fred Beans Family Of Dealerships
Willow Grove, Pennsylvania
03.2023 - 04.2025
- Assisted director in management of service staff of ~30 to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Coaching and training of advisors, cashiers, drivers, porters, and technicians.
- Resolved customer complaints in a timely manner.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Created detailed reports on service activities for senior management review.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Adhered to customer service standards to foster satisfaction and retention.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Hired and trained service department staff to drive performance.
- Created employee work schedules to keep shifts properly staffed.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Ensuring all company set metrics are followed and met satisfactorily.
- Interviewing candidates, hiring, employee counseling, terminations.
- Ensuring daily, weekly, and monthly targets are achieved.
Lead Service Consultant
Patriot Chevrolet
Warminster, PA
07.2021 - 03.2023
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Adhered to quality and service standards to support operational goals
- Provided product information and resolved concerns to assist customers
- Provide estimate of required repairs to customers and deliver for approval
- Coordinate repairs, parts, warranties, throughout the day
- Maintain the highest level of CSI
- Met deadlines while maintaining high-quality deliverables
- Defined problems, collected data, established facts and validated conclusions
- Participated in ongoing training to enhance own job skills and knowledge
- Responded quickly to meet customer needs and resolve problems
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
Master Service Consultant
Thompson Organization
Doylestown, PA
03.2017 - 07.2022
- Provided excellent customer service to customers by answering inquiries and resolving complaints.
- Met and exceeded sales objectives and goals.
- Assisted customers in selecting appropriate services based on individual needs and preferences.
- Maintained accurate records of customer interactions, transactions, comments, and complaints.
- Handled incoming calls from customers regarding product or service orders.
- Educated customers about the features and benefits of different services offered by the company.
- Processed payments for services rendered in a timely manner.
- Addressed customer concerns promptly to ensure satisfaction with products or services purchased.
- Collaborated with other departments within the organization to ensure that all requests were handled efficiently.
- Explained amount for expected services and provided detailed answers to customer questions.
- Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
- Researched coverages under warranties and determined requirements for coverage.
General Manager Of Operations
Monro Service
Willow Grove, PA
03.2015 - 07.2017
- Developed departmental objectives, budgets, policies, procedures and strategies
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives
- Responded quickly to meet customer needs and resolve problems
- Provided product information and resolved concerns to assist customers
- Met deadlines while maintaining high-quality deliverables
- Participated in ongoing training to enhance own job skills and knowledge
- Provided efficient and courteous service to customers at all times
- Worked with coworkers to complete tasks
- Adhered to quality and service standards to support operational goals.
- Provided strategic direction to staff members in order to maximize productivity.
- Reviewed reports on operational performance metrics and identified areas of improvement.
- Managed training programs for new employees, including orientation and onboarding activities.
- Monitored inventory levels, placing orders as necessary to maintain adequate supplies.
- Conducted regular meetings with department heads to review progress against goals and objectives.
- Assessed employee performance and provided feedback regarding areas of strength or improvement opportunities.
- Recruited, hired, and trained new staff members according to organizational standards.
- Resolved escalated customer service issues in a timely manner.
- Collaborated with marketing team to develop promotional campaigns for products or services.
- Oversaw operations of 5 locations for period of time while employed.
General Manager Of Operations
STS Tire and Auto
Jamison, PA
08.2011 - 12.2015
- Met and exceeded sales targets.
- Created and managed annual operating budget for the store.
- Provided strategic direction to staff members in order to maximize productivity.
- Reviewed reports on operational performance metrics and identified areas of improvement.
- Established quality assurance processes to ensure customer satisfaction.
- Managed training programs
- Conducted regular meetings with department heads to review progress against goals and objectives.
- Assessed employee performance and provided feedback regarding areas of strength or improvement opportunities.
- Recruited, hired, and trained new staff members
- Resolved escalated customer service issues in a timely manner.
- Collaborated with marketing team to develop promotional campaigns for products or services.
- Ensured compliance with safety guidelines by regularly inspecting work areas.
- Hired and onboarded team members
- Facilitated budgets, product estimates, sales forecasts and product allocations to maximize resource utilization and customer sales opportunities.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Education
Bachelor of Science - Business Administration
University of The People
Pasadena, CA 08.2025 - 03.2026
Some College (No Degree) - Business Administration
Montgomery County Community College
Blue Bell, PASkills
- Leadership in automotive industry
- Sales and customer service
- Employee and customer retention
- Effective communication skills
Timeline
Bachelor of Science - Business Administration
University of The People
08.2025 - 03.2026
Service Advisor
Porsche Conshohocken
04.2025 - Current
Service Manager
Fred Beans Family Of Dealerships
03.2023 - 04.2025
Lead Service Consultant
Patriot Chevrolet
07.2021 - 03.2023
Master Service Consultant
Thompson Organization
03.2017 - 07.2022
General Manager Of Operations
Monro Service
03.2015 - 07.2017
General Manager Of Operations
STS Tire and Auto
08.2011 - 12.2015
Some College (No Degree) - Business Administration
Montgomery County Community College