Tony Yimeng Chiu
Houston
Summary
Dynamic Service Manager with a proven track record at Complete Auto Center, excelling in customer satisfaction and team leadership. Skilled in training staff and implementing effective solutions, I leverage my expertise in Microsoft Office and customer consulting to enhance service delivery and drive loyalty, achieving significant improvements in client retention.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Service Manager
Complete Auto Center
08.2022 - 06.2023
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Maintained records of service transactions and customer feedback for future reference.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Implemented strategies to increase customer service satisfaction ratings.
- Analyzed service reports to identify areas of improvement.
- Developed customer loyalty programs to increase customer satisfaction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Operations Coordinator
Deliveright Logistics
01.2021 - 03.2022
- Provided direction and guidance to internal teams in order to achieve targets.
- Implemented troubleshooting, root cause analysis and issue resolution.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Oversaw day-to-day operations of large teams across several sites.
- Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
- Worked with vendors to make purchases and reconcile invoices.
- Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
- Reconciled monthly operating budgets over $1,000,000 in sales annually and shared information with senior management team.
- Tracked company equipment, tools and technology to manage inventory.
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Directed associate warehouse teams to process inbound and outbound shipments with speed and accuracy.
- Outsourced unnecessary services to save on labor, supplies and equipment costs and adhere to company budgets.
Service Advisor
John Eagle Honda
03.2016 - 02.2017
- Experience and knowledge of customer service and sales industry, including both wholesale and retail business operations
- Understands methods of buying, merchandising, displaying and selling in order to provide quality service for a positive bottom line impact
- articulate and personable professional with excellent communication skills
- Manage daily appointments, set service appointments, customer service , Deal with daily warranty repairs , communicate with sop foreman and parts for specific customer concerns on there vehicle
- Set goals for achieving sales in automotive industry, Manage daily appointments, set service appointments, customer service , Deal with daily warranty repairs , communicate with sop foreman and parts for specific customer concerns on there vehicle
- Set goals for achieving sales in automotive industry sales team of service sales over $150,000
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Service Advisor
Gillman Honda of Houston
06.2014 - 10.2015
- Manage daily appointments, set service appointments, customer service , Deal with daily warranty repairs , communicate with sop foreman and parts for specific customer concerns on there vehicle
- Set goals for achieving sales in the automotive industry
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Service Advisor
Star Toyota
01.2010 - 05.2015
- Manage daily appointments, set service appointments, customer service , Deal with daily warranty repairs , communicate with sop foreman and parts for specific customer concerns on there vehicle
- Set goals for achieving sales in the automotive industry
- Examined service history and provided initial inspection of vehicle to identify issues.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Developed process improvements to enhance overall delivery of service.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Logistics Manager
Airsea Logistics
03.2013 - 04.2014
- Import Export, BOL’s Record keeping, Receiving , Inventory Check , Manage Crate and
Sales and Operations Manager/Vice President of Sales
Yuan Tai Furniture
01.2010 - 01.2013
- Manages the day-to-day business operations by providing leadership in all functions
- Assists in the development of company’s annual budget
- Manages fiscal activities to include the monitoring of income and expenses to ensure compliance with budgets
- Reviews and approves all financial transactions and expenditures
- Monitors and reconciles all customer financial accounts
- Analyzes monthly profit and loss statements and makes recommendations where appropriate
- Oversees monthly sales quota, reviews sales transaction reports
- Supervises and directs the activities of all employees to assure the accurate and timely completion of required responsibilities and special projects
- Administers employee performance evaluations and makes recommendations for merit increases and promotions
- Responsible for the recruitment process of all positions
- Oversees the communication and implementation of company policies
- Maintains and oversees daily operations of the product showroom
- Approves customer orders, monitors orders through process (from order entry to shipping and receiving)
- Quotes prices and credit terms and prepares sales contracts for orders obtained
- Does independent prospecting work to seek new business opportunities
- Travels throughout Asia to call on regular and prospective Distributors to develop importing prospects
- Creates promotional flyers to send to current and prospective customers on a quarterly basis
- Oversees maintenance of company website and product catalog
- Conducts promotional events, attends sales and trade conventions
- Manages customer information database, compiles lists of prospective customers for use as sales leads
- Conduct research for import/export
- Manage logistics and overseas shipping domestic and internationally
Sales Manager
Golden Furniture Distributor
01.2009 - 01.2010
- Managed daily sales operations of company
- Lead the company in sales volume and handled large-volume sales of up to $15,000 and more daily including retail financing arrangements
- Set up online storefront to include updates of new products and promotions
- Made decisions on manufacturers and vendors to ensure the best quality products for the cost
- Knowledge of diverse product lines, thoroughly familiar with products from nationwide manufacturers
- Played a highly visible role in helping the company maintain an excellent reputation for providing customers with value while selling quality products at reasonable prices
Sales/Operations Manager /GM
Updated Furniture Inc
01.2007 - 01.2008
- Managed day-to-day relationship with existing customers and vendors
- Recognized for ability to establish trust with customers, ensure one-on-one attention to consumer needs, including understanding and providing financial assistance, and assure that they receive the highest quality of service
- Responsible for accounts receivable and payable
- Coordinated sales and account maintenance efforts with staff
- Managed logistics of order process, including shipping and receiving
- Identified underperforming sales associates and provided addition training to improve sales
- Held weekly meetings with staff to go over goals and issues
- Trained, hired and terminated employees
- Maintained product showroom and ensured items are clearly marked, ordered products as needed
- Worked closely with sales representatives, interior design professionals and local/international vendors
- Studied available sales and penetration reports to identify growth opportunities
- Displayed or demonstrated merchandise, using samples or catalog, to develop customers’ product knowledge
Education
High School Diploma -
Houston Community College, University of Houston
Houston, TX01.2015
Skills
- COMPUTER SKILLS
- Software:
- Microsoft Office (Word, Excel, PowerPoint, Publisher & Access), Vision Point, Quick Books
- Progress Reporting
- Records Management
- Providing Feedback
- Microsoft Internet Explorer
- Microsoft Excel
- Customer Consulting
- Training Junior Team Members
- Sales Expertise
- Service Order Flow
- Warranty Claims Process Management
Additional Information
i have proficient in software programs like Reynold's and Reynold's , ADP , ALLDATA , CCC
Languages
Chinese (Mandarin)
Languages
Chinese (Mandarin)
Professional
Certification
HONDA CERTIFIED
References
References available upon request.
Timeline
Service Manager
Complete Auto Center
08.2022 - 06.2023
Operations Coordinator
Deliveright Logistics
01.2021 - 03.2022
Service Advisor
John Eagle Honda
03.2016 - 02.2017
Service Advisor
Gillman Honda of Houston
06.2014 - 10.2015
Logistics Manager
Airsea Logistics
03.2013 - 04.2014
Service Advisor
Star Toyota
01.2010 - 05.2015
Sales and Operations Manager/Vice President of Sales
Yuan Tai Furniture
01.2010 - 01.2013
Sales Manager
Golden Furniture Distributor
01.2009 - 01.2010
Sales/Operations Manager /GM
Updated Furniture Inc
01.2007 - 01.2008
High School Diploma -
Houston Community College, University of Houston