WILLIAM BAILLIE
Dickinson,TX
Summary
I have vast knowledge of the skills of the profession to be able to give extraordinary job performance in this industry. With the combined experience of my military background; I am a disciplined, hardworking, detail oriented and personable employee. I am a Goal-driven Service Manager or Service Advisor offering over 10 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Service Manager
Ron Carter CDJR
Alvin, TX
05.2023 - Current
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Implemented effective policies and procedures for operations.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Delegated work to staff, setting priorities and goals.
- Mentored team members in professional development and growth.
- Streamlined communication channels for increased productivity.
Service Advisor
Ron Carter Ford
Alvin, TX
08.2020 - 05.2023
- Explained amount for expected services and provided detailed answers to customer questions.
- Calculated materials, supplies and labor costs to develop estimates and prepare work orders.
- Examined records and papers to verify warranty and service contract coverage.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Used knowledge of services to recommend additional products and offerings to customers.
- Recommended additional, useful services to customers to increase overall sales.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Contributed to business growth by confirming customer satisfaction with service and quality.
Parts Specialist
Scottsdale Harley Davidson
Scottsdale
01.2016 - 01.2018
Parts Specialist
Chandler Harley Davidson
Chandler
01.2015 - 01.2016
Lot Tech/Technician
Arrowhead Harley Davidson
Peoria
01.2014 - 01.2015
United States Air Force Reserves
01.2009 - 01.2011
Security Forces
United States Air Force
01.2003 - 01.2009
Education
High School Diploma -
Brazoswood High School
01.2002
Motorcycle Technology -
Motorcycle Mechanics Institute
Skills
- Relationship Building
- Customer Retention
- Repairs Scheduling
- Quality Control
- Service Recommendations
- Customer Service
- Service Quality Management
- Goal Setting
- Conflict Resolution
- Estimating and Quoting
- Problem-Solving
Roles And Responsibilities
- Initiates automotive services and repairs by ascertaining performance problems and services requested.
- Verifies warranty and service contract coverage, developing estimates, writing repair orders, and maintaining customer rapport and records.
- Ascertains automotive problems and services by listening to customer's description of symptoms, clarifying description of problems, conducting inspections, taking test drives, checking vehicle maintenance records, and examining service schedules.
- Develops estimates by costing materials, supplies, and labor.
- Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required.
- Maintains customer rapport by explaining estimates and expected return of vehicle, obtaining customer's approval of estimates, obtaining and providing contact telephone numbers, answering questions and concerns, and arranging towing and temporary transportation.
- Updates job knowledge by participating in educational opportunities and reading manufacturers' publications.
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Personal Information
Title: Service Writer
References
- Dan Dudley, 832-489-7177
- Chad Lucas, 832-221-6449
- Tressie Hilbun, 409-284-0485
- Doug Thompson, 832-287-7305
- David Llorente, 281-413-5791
- John Elliot, 713-628-5583
Certification
- Expert certifications as a Ford Service dvisor
- Expert certifications for Chrysler, Dodge, Jeep, Ram
Timeline
Service Manager
Ron Carter CDJR
05.2023 - Current
Service Advisor
Ron Carter Ford
08.2020 - 05.2023
Parts Specialist
Scottsdale Harley Davidson
01.2016 - 01.2018
Parts Specialist
Chandler Harley Davidson
01.2015 - 01.2016
Lot Tech/Technician
Arrowhead Harley Davidson
01.2014 - 01.2015
United States Air Force Reserves
01.2009 - 01.2011
Security Forces
United States Air Force
01.2003 - 01.2009
High School Diploma -
Brazoswood High School
Motorcycle Technology -
Motorcycle Mechanics Institute
- Expert certifications as a Ford Service dvisor
- Expert certifications for Chrysler, Dodge, Jeep, Ram
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