Thomas Seales
Frederick,MD
Summary
Dynamic Service Manager with a proven track record. Extremely efficient in customer satisfaction through effective problem-solving and team leadership. Expert in employee training and development, I successfully reduced service downtime and fostered strong client relationships, driving repeat business and increasing overall revenue through strategic upselling.
Overview
17
17
years of professional experience
Work History
Service Manager
Nealey Tire and Auto
Rockville, MD
08.2024 - Current
- Met with customers to discuss service needs and develop effective and practical solutions.
- 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.
- 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.
Service Manager
WLR Automotive Group
Frederick, MD
09.2008 - 08.2024
- 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.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Launched quality assurance practices for each phase of development
Education
MSI Certificate -
Secure Streets
Maryland Diploma -
Gaithersburg High School
Gaithersburg, MD05.2007
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Employee training and development
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
- Workflow management
- Team collaboration and leadership
- Trustworthy and honest
Timeline
Service Manager
Nealey Tire and Auto
08.2024 - Current
Service Manager
WLR Automotive Group
09.2008 - 08.2024
MSI Certificate -
Secure Streets
Diploma -
Gaithersburg High School