William Abbott
Orchard Park,NY
Summary
Dynamic automotive professional with extensive experience at Northtown Hyundai, excelling in customer service and operational efficiency. Proven track record in quality assurance and team development, leveraging strong relationship management skills to enhance service delivery. Adept at utilizing advanced diagnostic tools and implementing continuous improvement strategies to drive performance and customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Advisor
Northtown Hyundai
Amherst, New York
12.2024 - Current
- Assisted customers in scheduling vehicle service appointments efficiently.
- Explained vehicle issues and recommended appropriate services to clients.
- Coordinated with technicians to ensure timely completion of repairs.
- Managed customer inquiries and resolved service-related complaints effectively.
- Provided detailed estimates for service costs and parts needed for repairs.
- Promptly responded to customer inquiries via phone, email or in person.
- Utilized CDK software to efficiently draft repair orders, purchase orders, and incorporate sublets, ensuring seamless service operations.
- Utilized X-Time software to efficiently send videos, photos, and estimates, enhancing customer communication.
Area Manager
Sumitomo Rubber USA
Buffalo, NY
04.2023 - 11.2024
- Maintained a smooth and timely flow of department production to ensure that all quality products were delivered to the next manufacturing process.
- Through the management of the assigned business area, I drove business center strategies to the floor level, supporting business operational goals, including cost, quality, safety, and delivery.
- Coached, developed, and supported hourly associates, and held them accountable for attaining production goals.
- Ensured all employees adhered to regulations and company policies to create a safe and clean work environment.
- Trained and motivated associates to gain efficiency with respect to maximum productivity, and superior quality of manufactured products.
- Scheduled and coordinated team meetings to accomplish departmental goals and objectives.
- Maintained positive and constructive reinforcement and review of individual work records, safety, workmanship, attendance, and production.
- Developed, maintained, and provided continuous improvement goals of the business area team.
- Trained new hourly and salaried associates on quality control processes, root cause analysis, and corrective actions.
- Through Sumitomo Rubber USA, voluntarily became a licensed interior fireman and 1st responder.
- Participated in training such as First Aid, Automated External Defibrillator (AED), Cardiopulmonary Resuscitation (CPR), and Hazmat certifications.
- Certified in Electric Vehicle (EV) Forklift and Tugger operation.
Quality Supervisor
Sumitomo Rubber USA
Buffalo, NY
07.2019 - 04.2023
- Identified processing problems that affected quality and productivity, determined the cause for such problems and supervised the corrective actions that were necessary.
- Delegated hourly workforce to complete daily manufacturing tasks and goals in accordance with quality policies and guidelines.
- Discussed disciplinary action of employees with Area Managers as warranted in accordance with department rules and policies.
- Assisted management team with handling technical and production activities.
- Assumed the duties and responsibilities of the Area Manager in their absence.
- Evaluated raw material contributions to problems and interacted with various functional areas to maintain quality and availability of supplies and products.
- Made recommendations to suppliers on needed improvements to the quality of materials.
- Evaluated equipment contributions to problems and identified corrective actions necessary for the Production Supervisor and Maintenance Supervisor.
- Contacted maintenance support as required to repair manufacturing equipment and maintain quality production. Confirmed the effectiveness of action taken, based on results.
- Oversaw the utilization of specified manufacturing and technical procedures throughout the production process, identified elements affecting processes and made recommendations to the Technology Team Leader.
- Developed, monitored, and reported measures of production performance quality to the Passenger Car Radial (PCR) Business Center.
- Trained new hires on quality control processes, specifications, root cause analysis, and corrective actions.
- Reported top defects, root causes, and corrective actions to Quality Specialists and the Technology Team Leader.
Automotive Technician
Basil Ford of Niagara Falls
Niagara Falls, NY
07.2017 - 07.2019
- Performed routine vehicle maintenance as required per customer requests.
- Diagnosed mechanical problems using specialized computer software and diagnostic tools.
- Conducted New York State vehicle and trailer inspections in accordance with state rules and regulations.
- Repaired vehicles according to manufacturer specifications by replacing worn and defective components.
- Inspected and tested vehicle engines and other components to identify potential issues and recommend repairs.
- Performed work outlined on repair orders with efficiency and accuracy in accordance with dealership and factory standards.
- Road tested vehicles, diagnosed the cause of customer complaints, and performed necessary repairs.
- Examined assigned vehicle to determine if further safety or service work was required or recommended.
- Communicated and worked effectively with the Parts Department to obtain required components for repair orders.
- Collaborated with the Service Advisor on required and recommended repairs of customer vehicles.
- Accurately documented all work performed and recommended on repair orders.
- Retained thorough knowledge and understanding of all information provided on manufacturer technical bulletins.
- Gained advanced automotive maintenance training and skillsets through Ford ASSET at Erie Community College.
- Obtained Ford certifications in the diagnosis and repair of Electrical systems, Brakes, Steering and Suspension, Gasoline Engines, Diesel Engines, Manual Transmissions, and Automatic Transmissions.
Automotive Technician
Don's Auto Tech
Buffalo, NY
08.2015 - 07.2017
- Managed routine automotive maintenance tasks, ensuring vehicle longevity.
- Conducted New York State vehicle and trailer inspections in accordance with state rules and regulations.
- Utilized specialized software for precise mechanical diagnostics.
- Repaired vehicles in alignment with manufacturer specifications, enhancing performance.
- Replaced defective parts with new or reconditioned parts in accordance with manufacturer instructions.
- Gained proficiency in general automotive tasks and maintenance procedures.
- Diagnosed and resolved mechanical issues, ensuring optimal vehicle functionality.
- Enhanced customer satisfaction by ensuring timely and efficient repairs.
Education
Interior Firefighter - SRUSA Fire Brigade
Erie County Dept. of Homeland Security & Emergency Services
Buffalo, NY08.2025
Associate of Applied Science - Ford ASSET
Erie Community College
Buffalo, NY07.2019
Skills
- Relationship management
- Supply chain management
- Operations management
- Quality assurance and control
- Adaptability
- Continuous improvement
- Operational efficiency
- Emergency response training
- Root cause analysis
- Inventory management
- Team development
- Staff management
- Lean manufacturing
- Performance management
- Staff training
- Multitasking
- Strategic planning
- Problem-solving
- Safety compliance
- Conflict resolution
- Customer service and retention
- Vehicle inspection
- Effective communication
- Repairs scheduling
- Work order interpretation
- Service estimates
- Mechanical aptitude
- Price quoting
Certification
- American Red Cross, AED, 01/2023
- American Red Cross, CPR, 01/2023
- American Red Cross, First Aid, 01/2023
- OSHA, General Industry Safety and Health Course, 07/2019
- OSHA, EV Forklift Operation, 07/2019
- OSHA, EV Tugger Operation, 07/2019
- Ford ASSET, Diesel Engines, Gasoline Engines, Automatic Transmissions, Manual Transmissions, Brakes, Steering and Suspension, Electrical Diagnostics and Repair, 07/2019
Timeline
Service Advisor
Northtown Hyundai
12.2024 - Current
Area Manager
Sumitomo Rubber USA
04.2023 - 11.2024
Quality Supervisor
Sumitomo Rubber USA
07.2019 - 04.2023
Automotive Technician
Basil Ford of Niagara Falls
07.2017 - 07.2019
Automotive Technician
Don's Auto Tech
08.2015 - 07.2017
Interior Firefighter - SRUSA Fire Brigade
Erie County Dept. of Homeland Security & Emergency Services
Associate of Applied Science - Ford ASSET
Erie Community College
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