Steven Macias
Arlington,TX
Summary
Quick learner, very skilled and motivated individual, seeking long term employment in an organization where I can display my knowledge, skills and experience as well as further enhancing them and to ensure concurrent growth of the organization.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Drive Manager
Berkshire Hathaway Automotive
Grapevine, TX
06.2022 - 07.2024
- Coordinated with technicians, advisors, and service department staff to ensure efficient workflow.
- Analyzed data from service drive operations to identify potential areas of efficiency improvement.
- Assisted customers in selecting appropriate services for their vehicles based on their needs and budget constraints, and identified opportunities for upselling additional services.
- Resolved customer inquiries and complaints requiring management-level escalation, to maintain and exceed the Manufacturers Customer Satisfaction program.
- Delegated work and monitored performance of each individual employee to maximize efficiency.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Developed and implemented customer service protocols to ensure high levels of customer satisfaction and return surveys.
Sales Manager
OS Technologies
Vancouver, WA
05.2021 - 05.2022
- Performed sales consultations and educated clients onnew products and services.
- Determined cost and pricing of proposals and bids.
- Upsold add-on services to existing customers, generating incremental revenue gains.
- Addressed customer questions and concerns regarding products, prices and availability.
- Established new accounts and serviced existing accounts maintaining professional relationships.
- Developed a network of contacts within the industry which allowed for more effective prospecting efforts.
- Reviewed purchase orders from clients to confirm accuracy of information prior to processing orders.
Senior Service Advisor (bilingual)
Huggins Honda
NRH, TX
06.2014 - 05.2021
- Greet clients and clearly articulate info to create a repair order
- Observe factory suggested maintenance and advise clients of the value of maintaining their vehicles in accordance with manufacture’s specifications
- Write a repair order (RO’s) for customers with a full transparency including estimated cost for labor & parts and a “promise time” with an authorizing signature using Reynolds & Reynolds software
- Ascertain the needs of all clients, collecting necessary information for service or repair diagnosis
- Train new hired service advisors on procedures and warranty guidelines specified by the manufacturer
- Sell and manage extended warranties and gather necessary documentation
- Achieving targeted sales goals each month while staying concurrent with Manufacturer’s CSE
- Encourage all clients to fill out Manufacturer survey to provide feedback
- Handle minor client misunderstandings or concerns
- Maintain 100% training with all of Hondas online training, to be informed and coherent on new factory recalls and technical service bulletins.
Service Advisor (bilingual)
Vandergriff Honda
Arlington, TX
11.2013 - 05.2014
- Schedule service appointments
- Greet customers in a timely, friendly manner to obtain customer and vehicle information
- Determining vehicle needs based on customer concerns and executing a vehicle walk around
- Write a repair order (RO’s) for customers with a full transparency including estimated cost for labor & parts and a “promise time” using ADP software
- Sell, explain any additional needed services, advise customers on the value of maintaining their vehicles in accordance with manufacturer specifications
- Provide an exceptional customer experience and maintain high customer service rating (CSI) at least comparable to that of the manufacturer in the zone
- Communicate frequently with technicians and parts associates to ensure timely completion of work
- Setting and Achieving Targeted Sales Goals each month
- Perform all inspections on all (RO’s) electronically using GM’s MPI worksheets.
PDR Sales/Technician (bilingual)
Dents B Gone
Arlington, TX
07.2012 - 11.2013
- Greet clients in timely and friendly manner, obtain client information and address clients concern
- Provide estimate to clients as well as an estimated time of completion
- Market and acquire new dealer accounts, with presentations and on-site demonstrations
- Perform PDR work on vehicle, complete as needed to meet deadlines
- Maintain high customer satisfaction for retention and to obtain customer referrals
- Sustain the latest tools and techniques for quicker and more effective work results
- Organize, set appointments, and set work schedule accordingly to execute and accommodate to clients schedule and set goals
- Build rapport with clients and B2B owners, to maintain excellent BBB ratings and reviews
- Conjointly work with all Insurance Co.’s for authorized repairs.
Lead Express Service Advisor (bilingual)
Vandergriff Chevrolet
Arlington, TX
09.2010 - 06.2012
- Manage and motivate team of technicians to work together quickly and effectively
- Schedule express service appointments accordingly via the web, via phone, or Onstar recommendations through Dealer Socket software
- Keep a professional appearance and work ethics
- Meet requirements of the state/federal law for automobile repair and consumer protection
- Follow up with express customers to ensure recent service visit was satisfactory, and handle all concerns if any, in a very fast paced environment
- Meet and greet all service customers promptly in a professional and courteous manner
- Promote the sales of appropriate services, parts, by thoroughly understanding the product and associated service requirements
- Create accurate cost and time of repairs, or recommended services, communicate with and get proper authorization from the customer.
Credit Manager (bilingual)
RENTACENTER
Fort Worth, TX
11.2009 - 09.2010
- Execute sales programs as well as our collection programs to delinquent customers
- Manage and maintain store inventory and keep in stock numbers to a minimum
- Implement collection programs with coworkers to procure collected/unpaid % is within company guidelines and objectives
- Working knowledge of all federal, state, and local government regulations that affect the collections process
- Assist with product delivery, in store service, and in store returns
- Review expired accounts, and communicated with customers to promote on timely payments with reasoning skills.
Lead PDI Technician
Vandergriff Honda
Arlington, TX
02.2006 - 08.2009
- Responsible for all new incoming stock, receiving and checking in units in a high volume store
- Lojack certified, certified State inspector, certified Honda technician in express and Honda certified pre-delivery inspector
- Managed PdI department, set schedules, allocated work and trained team members
- Accountable for all Gov
- State stickers, and keys to all new car inventory
- Installed all Factory and Aftermarket accessories, body kits, wheels & tires, backup sensors, brakes, etc, on sold and stock units
- Responsible for meeting deadlines, and production numbers for PDI dept
- Electrically adept, installed all aftermarket components from interior/exterior lights, radios etc
- Competent in any maintenance service required on any automobile
- Associated closely with service and sales department for maximum efficiency.
Education
Certificate of Automotive Technology -
Lincoln Technical Institute of Technology
Grand Prairie, TX09.2006
High school diploma -
Lamar High School
Arlington, TX06.2005
Skills
- Bi-lingual, can speak fluent Spanish
- Excellent time management
- Organizational skills
- Adept with ADP
- Adept with Reynolds & Reynolds
- Experience with Dealer socket
- Multipoint inspections & shopwatch
- Adept in Microsoft software
- Self-motivated
- Networking
- Sales pitch development
- Active listening
- Top performer
References
References are available upon requests.
Languages
Spanish
Professional
Certification
- Automotive Technology Certification
References
References available upon request.
Timeline
Service Drive Manager
Berkshire Hathaway Automotive
06.2022 - 07.2024
Sales Manager
OS Technologies
05.2021 - 05.2022
Senior Service Advisor (bilingual)
Huggins Honda
06.2014 - 05.2021
Service Advisor (bilingual)
Vandergriff Honda
11.2013 - 05.2014
PDR Sales/Technician (bilingual)
Dents B Gone
07.2012 - 11.2013
Lead Express Service Advisor (bilingual)
Vandergriff Chevrolet
09.2010 - 06.2012
Credit Manager (bilingual)
RENTACENTER
11.2009 - 09.2010
Lead PDI Technician
Vandergriff Honda
02.2006 - 08.2009
Certificate of Automotive Technology -
Lincoln Technical Institute of Technology
High school diploma -
Lamar High School
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