Thomas Poole
Belleville,MI
Summary
Auto Service Manager Professional customer service manager seeking new avenues of employment. Looking to be a part of a team that is ready to tackle any and all obstacles. Outgoing, detail-oriented, motivated, reliable, consistent and willing to learn. My goal at every job is to master whatever my initial task is in order to get to the next one.
Overview
16
16
years of professional experience
Work History
Shop Manager
The Canton Garage/ The Detroit Garage
11.2020 - 03.2023
- Provide great customer service and maintaining customer relationships
- Managing customer expectations
- Create repair orders with an accurate description of customer needs, wants, and concerns
- To then relay information from customer to tech so the vehicle can be properly and accurately diagnosed or be repaired
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Dispatching work to technicians while keeping their strengths in mind
- Create estimates to present and sell to customers
- Creating maintenance guides to provide customer for upcoming and currently needed maintenance
- Ordering parts accurately for specific repair jobs.
- Driving to pick up parts when needed to maximize efficiency of the shop
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Managed inventory control, cash control and store opening and closing procedures.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Service Advisor
The Plymouth Garage/ The Detroit Garage
07.2019 - 11.2020
- Provide great customer service and maintaining customer relationships
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Managing customer expectations
- Create repair orders with accurate description of customer needs, wants, and concerns
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
Service Lane Manager/ Service Advisor
Suburban Chevrolet Cadillac of Ann Arbor
10.2016 - 11.2019
- Created repair orders and estimates to present to customers.
- Maintained customer relationships and a high customer satisfaction score consistantly
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Managed efficient teams of up to 25 employees.
- Hired and trained new service advisors to improve efficiency of department and cultivate productive work atmosphere.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
Wash Bay As./Service Advisor/Service Lane Manager
Dunning Toyota of Ann Arbor
04.2012 - 10.2016
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Before getting promoted to service advisor I washed vehicles inside and out. I was also a porter for vehicles.
Cashier
Circle K
02.2010 - 06.2012
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in the store
Sandwich Artist
SUBWAY®Restaurants
07.2009 - 02.2010
- Greeted guests, promoted specials and took orders.
- Assisted customers in choosing menu items by providing food complementing information.
- Organized freezers, refrigerators and storage rooms by receiving, recording and moving food and beverage supplies and products.
- Trained team members to prepare sandwiches and other items according to instructions.
- Executed sandwich artistry duties with very low occurrence of errors.
Rehabilitation Assistant
Rainbow Rehabilitation
Ypsilanti, MI
09.2007 - 07.2009
- Administered structured activities to socialize patients.
- Helped improve fine motor, visual perception and sensory processing skills.
- Maintained and promoted positive attitude toward clients and treatment programs.
- Cooking meals for patients
- Driving patients to appts. and activities.
- Administer patience medicine.
Education
High School Diploma -
Lincoln Consolidated Highschool.
Ypsilanti, MI06.2007
Skills
- Customer Service
- Consultative Sales
- Personnel Scheduling
- Effective Working Relationships
- Employee Management
- Workflow Schedules
- Critical Thinking
- Customer Loyalty
- Maintaining Clean Work Areas
- Persuasive Negotiations
- Customer Experience Enhancement
- Payroll Administration and Timekeeping
- Desktops, Laptops and Mobile Devices
- Organizational Structuring
- Inventory Tracking and Management
- Invoicing
Timeline
Shop Manager
The Canton Garage/ The Detroit Garage
11.2020 - 03.2023
Service Advisor
The Plymouth Garage/ The Detroit Garage
07.2019 - 11.2020
Service Lane Manager/ Service Advisor
Suburban Chevrolet Cadillac of Ann Arbor
10.2016 - 11.2019
Wash Bay As./Service Advisor/Service Lane Manager
Dunning Toyota of Ann Arbor
04.2012 - 10.2016
Cashier
Circle K
02.2010 - 06.2012
Sandwich Artist
SUBWAY®Restaurants
07.2009 - 02.2010
Rehabilitation Assistant
Rainbow Rehabilitation
09.2007 - 07.2009
High School Diploma -
Lincoln Consolidated Highschool.
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