Teresa Callagy
Poughkeepsie,NY
Summary
Customer Service Manager experienced in the Automotive industry with a strong background in customer relations and service operations. Developed effective strategies that enhanced customer satisfaction and loyalty through exceptional leadership and problem-solving skills. Transformed customer service departments into efficient, success-driven teams that contributed to overall company growth.
Overview
1
1
Certification
6
6
years of post-secondary education
20
20
years of professional experience
Work History
Customer Service Manager
Foreign Car Specialties
Poughkeepsie, NY
01.2026 - Current
- Results-driven Service manager with over 6 years of experience in high-volume, franchised automotive environments. Increased customer satisfaction scores (CSI) through effective communication and proactive follow-up strategies, while boosting upsell revenue. Proficient in all DMS systems and skilled in translating complex mechanical issues into clear, concise repair recommendations.
- Supervised service desk workflows, phone coverage, and daily front counter operations.
- Resolved customer concerns with clear explanations about repairs, parts, and timing.
- Coordinated repair orders between technicians, advisors, and parts staff.
- Trained team members on customer service standards and shop procedures.
- Maintained customer records, service notes, and follow-up communication logs.
- Supported billing questions, estimates, and payment processing for foreign car clients.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Coordinated daily operations across departments and shared service teams.
- Scheduled meetings, resources, and workflow priorities for business needs.
- Communicated with staff, vendors, and clients on operational requests.
- Prepared documents, correspondence, and summaries for management review.
- Supported process updates to improve team coordination and consistency.
- Tracked issues and resolved routine concerns with appropriate follow-up.
Store Manager
O'Reilly Auto Parts
Poughkeepsie, NY
12.2025 - 01.2026
- Managed daily operations, including scheduling, payroll, and inventory for the store.
- Supervised service desk workflows and front counter operations, ensuring phone coverage and efficient service delivery.
- Trained team members on customer service standards and shop procedures.
- Resolved customer concerns with clear explanations about repairs, parts, and timing.
- Reviewed service requests for accuracy, completeness, and customer approval details.
- Maintained customer records, service notes, and follow-up communication logs.
- Provided fast, friendly, and knowledgeable service, effectively addressing routine questions and service complaints.
Service Advisor
Healey Chevrolet
Poughkeepsie, NY
09.2025 - 12.2025
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer concerns with clear explanations about repairs, parts, and timing.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Maintained customer records, service notes, and follow-up communication logs.
- Trained team members on customer service standards and shop procedures.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Service Manager
Dutchess Recreational Vehicles
Poughkeepsie, NY
08.2023 - 08.2025
- As the Service Manager of DRV, delegated tasks to my technicians and service advisors, assisted with problem solving with frustrating Power sports repairs along with the ever changing customer service industry. Performed daily tasks such as payroll, ELR, dispatching, coordinated my driver for problem units and warranty administration, adjudicating all claims for seven different manufacturers, part pickup. All while analyzing all data with ELR, payroll, tech time, sales. Coordinating with our sales department new units getting ready to be delivered and checking all the new units delivered to the dealership for damages. Adjudicating all claims for new damagedd units and used damage units. I also am certified in Fixed operations (NADA Certified in the Virginia facility) I am also licensed by New York State to inspect heavy duty and light duty vehicles.
- Supervised service desk workflows, phone coverage, and daily front counter operations.
- Resolved customer concerns with clear explanations about repairs, parts, and timing.
- Coordinated repair orders between technicians, advisors, and parts staff.
- Reviewed service requests for accuracy, completeness, and customer approval details.
- Trained team members on customer service standards and shop procedures.
- Provided prompt service to enhance customer satisfaction and experience., friendly, and knowledgeable service for routine questions and service complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Monitored staff performance to ensure adherence to customer service standards.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for providing excellent customer service experience.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
Service Manager
Woodstock Harley-Davidson
Kingston, NY
10.2022 - 01.2023
- Coordinated staffing, scheduling, and workload distribution for teams.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Trained employees on policies, systems, and operational standards.
- Resolved customer and employee issues with clear communication.
- Developed procedures to improve service quality and process consistency.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Coordinated employee schedules and training sessions to ensure efficient inventory management.
- Built strong operational teams to meet process and production demands.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Supported leadership with planning, budgeting, and operational decisions.
- Monitored supply levels and ordered materials for business needs.
- Reviewed reports and verified records for accuracy and compliance.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
Service Manager
Ruge's CDJ
Rhinebeck, NY
01.2021 - 09.2022
- As the Service Manager of Ruge's C.D.J. I delegated tasks to my technicians and service advisors; assisted with problem solving with frustrating automotive repairs along with the everchanging customer service Industry. Performed daily tasks such as payroll, ELR, dispatching, coordinated driver for problem cars and to run monitors, part pickup. All while analyzing all data with ELR, payroll, tech time, sales management. Commercial Fleet management, customer retention, revenue management/generation.Coordinating with our sales department new vehicles getting ready to be delivered and checking all the new vehicles delivered to the dealership for damageds, processing all claims for new damaged vehicles and used damaged vehicles. I also am certified in Fixed operations. I am also licensed by New York State to inspect heavy duty and light duty vehicles
- Supervised service desk workflows, phone coverage, and daily front counter operations.
- Coordinated repair orders between technicians, advisors, and parts staff.
- Reviewed service requests for accuracy, completeness, and customer approval details.
- Resolved customer concerns with clear explanations about repairs, parts, and timing.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Service Advisor
BMW Group
Poughkeepsie, NY
08.2021 - 12.2021
- Customer service, communication with the customer about automotive repairs and explaining how the vehicles malfunctioning components operate and how and why it's affecting them. Coordinated communication between parts technicians and customers to ensure clarity and satisfaction. Facilitated customer interactions regarding automotive services. and being a woman in this industry brings a different level of value and trust to the business. More so now than ever before. BMW introduced me to the luxury Automotive industry, and learned quickly that German engineers are brilliant.
- Advised customers at Chevrolet service desk on maintenance and repair needs.
- Wrote service orders and confirmed requested work with technicians.
- Explained estimates, warranty coverage, and recommended factory service intervals.
Service Advisor
Dutchess Dodge
Poughkeepsie, NY
08.2019 - 09.2021
- Customer service, communication with the customer about automotive repairs and explaining how the vehicles malfunctioning components operate and how and why it's affecting them. Facilitated communication between parts technicians and customers to ensure clarity and satisfaction. Maintained a 10-12-3 customer service standard for effective communication. and being a woman in this industry brings a different level of value and trust to the business. More so now than ever before.
- Greeted customers in Healey Chevrolet service drive and documented vehicle concerns.
- Advised customers on recommended maintenance and repair options.
- Prepared repair orders and updated service records.
Service Advisor/Manager
Fishkill Tire
Fishkill, NY
09.2016 - 08.2019
- Analyzed repair needs to address business and customer requirements. Managed office operations and regulated parts intake. I organize the shop, supervise the shop and the employees in the shop to ensure quality of the work.
- Greeted customers and assessed vehicle service needs at tire and repair center
- Wrote repair orders and scheduled service appointments for walk-in and phone customers
- Explained tire services, maintenance needs, and repair recommendations to customers clearly
CASUAL DRIVER
UNITED PARCEL SERVICE
09.2015 - 01.2016
- Met company and customer needs by completing scheduled deliveries and pickups under strict time constraints.
- Delivered packages on UPS routes using company delivery schedules
- Loaded delivery vehicle with parcels, freight, and customer shipments
- Inspected vehicle before shifts for safety and road readiness
AUTOMOTIVE MECHANIC
Integrity Auto Repair
04.2007 - 08.2015
- Diagnosed and repaired customer vehicles through comprehensive analysis and troubleshooting. Integrity Auto repairs imports only, such as Honda, Acura, Toyota, subaru and sometimes Nissan.
- Diagnosed engine, brake, and suspension issues in Integrity Auto Repair service bays.
- Inspected vehicles for safety, wear, and repair needs before maintenance work.
- Replaced worn belts, hoses, batteries, starters, and other faulty components.
Education
Life Coach -
Health Coach Institute
10.2024 - 12.2025
Operational Manager - Operation Management
DeVry Education Group
08.2016 - 10.2021
BACHELORS - Psychology
THOMAS EDISON STATE UNIVERSITY
HIGH SCHOOL DIPLOMA -
JOHN JAY HIGH SCHOOL
Skills
- Vehicle brake pad repair
- Brake Repair
- Vehicle suspension bushing repair
- Computer literacy
- Engine repair estimation
- Financial management
- Wine knowledge
- Phone etiquette
- Cash handling
- Sales coaching
- Technical proficiency in automotive
- Accounts receivable
- Vehicle brake booster repair
- Handling insurance claims
- Environmental compliance management
- Payroll management
- Service documentation
- Environmental regulatory compliance
- Public speaking
- Consultative selling
- Serving
- Vehicle engine cleaning
- Hospitality management
- Staff development
- Order processing
- Writing skills
- Team leadership
- Food service
- Vehicle transmission system repair
- Upselling
- Hiring
- Warranty administrator/adjudicating claims
- Van driving
- OEM
- QuickBooks
- Technical writing
- Vehicle tire puncture repair
- Google Workspace
- Microsoft Excel
- Commitment to results
- Accounting software
- Clear verbal communication
- Implementing lean manufacturing processes
- Prospecting
- Retail customer support
- Vehicle battery repair
- Retail sales transactions
- Vehicle transmission replacement
- Equipment inspection
- Microsoft Word
- Customer returns handling
- Vehicle driveshaft repair
- Mechanical systems repair
- Customer relationship building
- Relationship selling
- Technical troubleshooting support
- Safety regulations
- Oil Change
- Sales management systems proficiency
- Personnel management in education
- Identifix
- Transportation safety regulations
- Automotive Repair
- Inquiry resolution
- Front desk
- Health insurance management
- Managing budgets in a finance role
- Revenue management
- Customer support improvement
- Maintenance management
- Road testing for automotive diagnostics
- SAP CRM
- Vehicle emissions checks
- Vehicle tire bead seating
- Social media communication
- Time management
- Vehicle engine bearing repair
- Decision making
- Achieving sales targets
- Vehicle steering racks repair
- Custodial experience
- Customer support specialist experience
- Financial reporting
- Individual consumer customer service
- ServiceNow platform
- Closing sales
- Budgeting
- Repair estimation
- Precision measuring instruments
- Recruiting
- Vehicle engine balancing
- Sales strategy
- Physical examinations
- Restaurant experience
- Microsoft Access
- Client service management
- Vehicle connecting rod repair
- Vehicle steering column repair
- Training & development
- Order inquiry handling
- Needs-based selling
- Client relationship development
- Inventory control
- POS systems
- Facility Floor planning
- Grammar Experience
- Conflict management
- Service technician background
- Data collection
- Computer operation
- Skid steer loader
- Vehicle cylinder head repair
- Dog handling
- Analytics
- Computer skills
- Profit and loss analysis
- Childcare
- Visual inspections for vehicle diagnostics
- Outside sales
- Analytical thinking
- Office management
- Computer Networking
- Safety management experience within manufacturing industry
- Transmission clutch repair
- Bar
- Escalation handling
- Facilities maintenance experience within hospitality industry
- Quality assurance operations
- Vehicle shock absorber repair
- Managerial strategic planning
- Zoom
- Vehicle Maintenance
- Office supply management
- Non-technical user support
- Data analysis
- Staffing management
- Self-direction
- Social media customer service
- Deal closing
- Office experience
- Databases
- Vehicle inspection team management
- Bartending
- Territory management
- Accounting
- Workforce development
- Sales team management
- Problem-solving
- Truck repair experience
- Process improvement
- Engineering process optimization
- Math
- Vehicle tire inner tube replacement
- Report writing
- Public health
- Phone call management
- Equipment maintenance
- Live chat
- Box truck
- Fine dining experience
- Technical support
- Estimating for automotive electrical repair
- Passenger car repair
- Mechanical knowledge
- All Data
- Production planning
- Automotive Diagnostics
- Rotation scheduling
- Mentoring
- Attention to detail
- Maintenance inventory management
- Training
- Vehicle axle repair
- Vehicle transmission programming
- Profit & Loss statement
- Client interaction via phone calls
- Technical report writing
- Learning technology
- Safe work practices
- Vehicle differential repair
- Billing issue inquiries
- Text messaging
- Managing teams in a customer support role - Largest customer support team managed (6-10 team members)
- Vendor management
- Office record organization
- Workplace health and safety regulatory compliance
- Interpersonal communication
- Human resources coordination
- Vehicle alternator repair
- Emergency scheduling
- Data entry
- Telecommunication
- Customer training
- Salesforce
- Hotel management
- Proofreading
- Vehicle crankshaft repair
- Management experience
- Infant care
- Administrative experience
- Problem solving
- Customer account management
- Phone customer support
- Customer issue escalation
- Customer service video conferencing
- Customer service manager experience
- Salesforce Cloud
- Technical user customer support
- Working with people with disabilities
- Operational efficiency enhancement
- Staff supervision
- Passenger vehicle
- Vendor relationship management
- Automotive braking system repair
- Vehicle suspension system repair
- Project coordination
- Dealership experience
- Accounting and finance experience
- Automotive parts and accessories knowledge
- Investor customer service experience
- Customer retention
- Teaching
- Vehicle steering gear repair
- Business development
- Windows
- Transmissions
- Heavy truck repair
- Clerical experience
- Policy development
- Quality assurance
- Machine learning frameworks
- Engine repair - Engine repair experience (6-10 years)
- Manual transmission
- Regulatory compliance
- Order management system
- Manufacturing company experience
- Teamwork
- Manager (finance)
- Automotive service
- AI
- Vehicle tire patching
- Suspension
- Small business owner customer support experience
- Merchandising
- Data interpretation
- Customer engagement
- Automotive sales
- Food preparation
- Sales
- Infants
- Accounting within automotive industry
- Vehicle engine rebuild
- Microsoft Powerpoint
- Performance management
- Educational program management
- Extensive customer support experience
- Workflow management (operations management method)
- CRM software
- Microsoft Outlook
- Cocktail experience
- Professional email communication
- Event coordination
- Supply chain
- Human resources
- Climbing
- Accountability
- Order preparation
- Territory sales
- Hospitality team management
- Light truck repair
- Public relations
- Email customer support
- Hospitality sales experience
- Mobile devices
- Complaint resolution
- Interpersonal skills
- Banquet experience
- Vehicle body control module (BCM) repair
- MULTITASKING
- In-person customer service
- Automotive transmission rebuilding
- Anti-lock brake system (ABS) repair
- Performance Improvement (PI)
- Customer service
- Program management
- SMS customer support
- Sales coaching
- Hospitality
- Mechanic Experience
- Phone communication
- Microsoft Teams
- Transmission diagnostics
- Project leadership
- Brake line repair
- Mechanical troubleshooting
- OSHA
- Environmental law compliance support
- Communications
- Handling customer inquiries
- Team motivation (leadership skill)
- Fleet management
- Vehicle inspections
- Auto body repair
- Sanitation
- Dealership operations
- Key Performance Indicators
- Pest control
- Patient care
- Quality standards in production
- Trauma-informed care
- Auto service management
- Manufacturing facility
- Account management
- Administrative tasks
- Vehicle suspension ball joint repair
- Vehicle scan tool data interpretation
- Call center experience
- Manufacturing management
- Analysis skills
- Team development
- Technical support representative experience
- Cross-functional communication
- Filing
- Automotive engine diagnostics
- Manager
- Productivity software
- Task prioritization
- Snow plowing
- Consulting experience
- Vehicle anti-theft system repair
- Relationship management
- Providing product information
- Project planning
- Supplier management
- Internal employee customer service
- Revenue growth
- Vehicle control arm repair
- Auto estimating
- Organizational skills
- Tire service
- Diesel engine diagnostics
- Diesel mechanics
- Manufacturing customer support
- Store management
- Finance industry sales
- Team management
- Team management
- Sales negotiation
- Typing
- Dispatching
- Vehicle steering linkage repair
- Leadership
- Vehicle steering system repair
- Cost control
- Restaurant management
- Coaching techniques
- Client assessment
- Conflict resolution
- Employee training
- Operations management
- Process improvement specialist
- Talent allocation
- Staff training
- Tactful and diplomatic
- Decision-making
- Constructive feedback
- Skilled multitasker
- Management experience of remote employees
- Inter-department collaboration
- Feedback collection
- Research
- Account updates
- Social media monitoring
- Workflow management
- Support case resolution
- Work prioritization
- Turnover minimization
- CRM management
- Staffing management
- Microsoft outlook, word, and Excel
- MS office expert
- Account authorizations
- Issue resolution
- Team building
- Personnel training and development
- Persuasive
- Metric tracking
- Information security
- Skilled trainer
- Budgeting
- Customer focused
- Industry trends
- Continuous improvement
- Marketing savvy
- Policy enforcement
- Talent development
- Product and service solutions
- Adherence to high customer service standards
- Coordinating service initiatives
- Purchasing and procurement
- Workforce management
Personal Information
- Driving License: Driver's License
- Work Permit: Authorized to work in the US for any employer
Certification
- Certified in light duty and diesels inspectors license
- 2019-10 to 2024-10
- ASE Parts Specialist Certification
- ASE Automobile Service Consultant Certification
- ASE A1 Engine Repair Certification
- Diesel Mechanic Certification
- Motorcycle License
- Motor Vehicle Inspection License
- ASE Certification
- Driver's License
Languages
English
Additional Information
- SKILLS
- Interpersonal Relationships
- Motivated
- Multitasking
- Problem Solving Ability
- Communication
Timeline
Customer Service Manager
Foreign Car Specialties
01.2026 - Current
Store Manager
O'Reilly Auto Parts
12.2025 - 01.2026
Service Advisor
Healey Chevrolet
09.2025 - 12.2025
Life Coach -
Health Coach Institute
10.2024 - 12.2025
Service Manager
Dutchess Recreational Vehicles
08.2023 - 08.2025
Service Manager
Woodstock Harley-Davidson
10.2022 - 01.2023
Service Advisor
BMW Group
08.2021 - 12.2021
Service Manager
Ruge's CDJ
01.2021 - 09.2022
Service Advisor
Dutchess Dodge
08.2019 - 09.2021
Service Advisor/Manager
Fishkill Tire
09.2016 - 08.2019
Operational Manager - Operation Management
DeVry Education Group
08.2016 - 10.2021
CASUAL DRIVER
UNITED PARCEL SERVICE
09.2015 - 01.2016
AUTOMOTIVE MECHANIC
Integrity Auto Repair
04.2007 - 08.2015
BACHELORS - Psychology
THOMAS EDISON STATE UNIVERSITY
HIGH SCHOOL DIPLOMA -
JOHN JAY HIGH SCHOOL