WILLIAM BOCCIO

• Managed daily operations, including opening and closing procedures, in a luxury high-end dealership with over 60 employees in the service department.
• Oversee the recruitment, training and development of new staff members.
• Monitored staff performance and provided feedback and guidance as necessary.
• Scheduled staff shifts according to business need
• Oversee daily shop operations, ensuring efficient workflow, and increased shop productivity by 25%, and proficiency by 34% in 20 months.

Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.

Hired and trained service department staff, inc technicians and service advisors.

Delegated work to staff, setting priorities, and goals.

Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.

Was able to double gross profits in service department within 18 months and maintain a steady growth.

Implemented strategies to increase customer loyalty and retention rates.

Preformed daily inspections of tools, vehicles, facilities and other equipment used by technicians.

Handling all aspects of customer service in a high-end line dealership, including sales and maintenance of vehicle repairs. Completing all certified training to achieve the Mark of Excellence award for 14 years. Improving and maintaining a 96% and above CSI Rating. Coding all warranty claims for processing.

All degrees of vehicle repairs, including engine, transmission, body repairs, and electrical. Achieved General Motors Master Technician Award for five years. Went on to complete General Motors S.E.T. program . Superior work performance and evaluations resulted in promotions to Service Advisor and then Service Manager. At which time I was involved in operating all day-to-day operations of the service department.