Thom Scott
Burkesville,KY
Summary
Proven leader and adept problem-solver, I significantly enhanced customer satisfaction and team productivity at Don Franklin Ford. Leveraging skills in customer service management and team leadership, I drove initiatives that increased repeat business and streamlined service processes, embodying reliability and a positive attitude without exceeding a 55-word limit.
Overview
10
10
years of professional experience
Work History
Service Manager
Don Franklin Ford
04.2021 - Current
- 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.
- 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.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- 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.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Maintained records of service transactions and customer feedback for future reference.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Service Advisor
Nissan Of Cookeville
08.2019 - 04.2021
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Senture
08.2017 - 08.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Owner/Operator
Scott's Tastee Foods
09.2014 - 05.2017
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Implemented effective financial management practices, improving cash flow and profitability.
Education
No Degree - Biology
Lindsey Wilson College
Columbia, KYSkills
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Problem-Solving
- Customer Service
- Reliable and Responsible
- Employee Training and Development
- Customer Service Management
- Time Management
- Conflict Resolution
- Goal-Oriented
- Workflow Management
Timeline
Service Manager
Don Franklin Ford
04.2021 - Current
Service Advisor
Nissan Of Cookeville
08.2019 - 04.2021
Customer Service Representative
Senture
08.2017 - 08.2019
Owner/Operator
Scott's Tastee Foods
09.2014 - 05.2017
No Degree - Biology
Lindsey Wilson College
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