WENDY GOODE
SERVICE MANAGER
Tampa,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
27 years of automotive experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Overview
29
29
years of professional experience
Work History
SERVICE MANAGER
ED MORSE CADILLAC TAMPA
11.2000 - 03.2022
- 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.
- Monitored service staff performance and provided feedback for improvement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Developed customer loyalty programs to increase customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Launched quality assurance practices for each phase of development
- Completed quarterly forecast for department
- Maintained personnel expense at 38%, well below benchmark
- Followed GM policy & procedures on all aspects of daily operations, including but not limited to warranty application, service job card write up, review of vehicle history to complete open campaigns & service recalls.
- Weekly meetings to review new service bulletins with service technicians
- Completed daily tech efficiency
- Completed daily service advisor performance on effective labor rate, average labor sale, average parts sales, customer satisfaction index score, number of customer pay repair orders
- 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
- Monitored service staff performance and provided feedback for improvement
SERVICE ADVISOR
LEXUS OF TAMPA BAY
07.1993 - 10.2000
- 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.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Maintained up-to-date knowledge of product and service changes.
Education
High School Diploma -
ROBINSON
TAMPA FLHCC
TAMPA FLSkills
- Leadership Development
- Reliable and Responsible
- Risk Management
- Compliance Enforcement
- Multitasking and Organization
- Process Implementation
- Employee Relations
- Forecasting
- Verbal and Written Communication
- Customer Service Management
- Honest and Trustworthy
- Documentation
Languages
Spanish
Native or Bilingual
Timeline
SERVICE MANAGER
ED MORSE CADILLAC TAMPA
11.2000 - 03.2022
SERVICE ADVISOR
LEXUS OF TAMPA BAY
07.1993 - 10.2000
High School Diploma -
ROBINSON
HCC
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