TERESA RATLEY
Fayetteville,NC
Summary
Dynamic Service Manager with a proven track record at BLEECKER BUICK GMC, enhancing customer satisfaction through effective team leadership and strategic process improvements. Skilled in conflict resolution and employee training, I successfully increased service efficiency and revenue while fostering strong client relationships and ensuring high-quality service delivery.
Overview
26
26
years of professional experience
Work History
Service Manager
BLEECKER BUICK GMC
RED SPRINGS, North Carolina
04.2018 - Current
- Led service department operations, enhancing customer satisfaction and loyalty through effective team management.
- Developed and implemented service process improvements, resulting in increased efficiency and reduced turnaround times.
- Trained and mentored staff on best practices for customer interactions and technical service procedures.
- Analyzed service metrics to identify trends, driving strategic decisions that improved overall performance.
- Coordinated with parts department to ensure timely availability of necessary components for repairs and maintenance.
- Oversaw warranty claims process, ensuring compliance with manufacturer standards and maximizing reimbursements.
- Managed customer complaints effectively, implementing solutions that strengthened client relationships and service reputation.
- Collaborated with sales team to align service offerings with customer needs, enhancing cross-departmental synergy and outcomes.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Fixed Operations Director
REED LALLIER CHEVROLET
Fayetteville, NC
09.2009 - 08.2018
- Led operational strategies to enhance service department efficiency and customer satisfaction.
- Managed inventory control processes, ensuring optimal stock levels and reducing waste.
- Oversaw training programs for service staff, fostering skill development and team cohesion.
- Analyzed performance metrics to identify areas for improvement in service operations.
- Developed strategic plans for service offerings, aligning with market trends and customer needs.
- Ensured consistent, high-quality customer service by implementing standardized processes and performance expectations across the fixed operations team.
- Monitored financial performance through daily reports.
- Supervised mechanics, service advisors and sales personnel.
- Provided staff training, coaching and mentoring to effectively implement best practices and new policies or programs.
Service Manager
Dorman Cadillac Gmc
01.2017 - 03.2018
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Met with customers to discuss service needs and develop effective and practical solutions.
SERVICE MANAGER
FLOW AUTO
Fayetteville, NC
03.2000 - 08.2009
- Oversaw daily operations of service department, ensuring exceptional customer satisfaction and efficient workflow.
- Developed training programs for technicians, enhancing skill sets and improving service quality.
- Implemented inventory management system, optimizing parts availability and reducing downtime.
- Analyzed service metrics to identify trends, driving continuous improvement initiatives across the team.
Education
High School Diploma -
SOUTHVIEW HIGH SCHOOL
HOPE MILLS NC 28348Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Customer service
- Reliable and responsible
- Employee training and development
- Time management
- Goal oriented
- Trustworthy and honest
- Documentation and reporting
- Outgoing and energetic
- Work Planning and Prioritization
- New employee hiring
- Policy and procedure enforcement
- Staff management
Timeline
Service Manager
BLEECKER BUICK GMC
04.2018 - Current
Service Manager
Dorman Cadillac Gmc
01.2017 - 03.2018
Fixed Operations Director
REED LALLIER CHEVROLET
09.2009 - 08.2018
SERVICE MANAGER
FLOW AUTO
03.2000 - 08.2009
High School Diploma -
SOUTHVIEW HIGH SCHOOL