William Holmes
Blythewood,SC
Summary
Goal-driven, client satisfaction oriented Service Manager with multiple automotive manufactures such as VW/Audi/Porsche/Subaru. Offering over 20 years of Service Operations for successfully establishing and maintaining good working relationships with employees and customers to encourage customer retention and referrals. Maintains high-quality service excellence in service, repairs and brand standards. Excellent communication skills, team player oriented with skills in coaching, employee performance and task delegation. Multi-talented Service Professional successful at handling customer issues quickly. Demonstrated record of developing successful store-wide policies and procedures to promote customer engagement and reduce issues. Strong focus on achieving the highest level of operational performance and providing a passionate commitment to excellence.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Real Estate Agent
South Carolina Real Estate
Columbia, SC
09.2022 - Current
- Advised clients on market conditions, prices, mortgages, legal requirements and related matters.
- Assisted in the preparation of documents such as representation contracts, purchase agreements, closing statements, deeds and leases.
- Generated leads through networking activities such as cold calls and referrals from past clients.
- Maintained updated knowledge of local real estate markets.
- Provided guidance to clients throughout the entire buying or selling process.
- Coordinated appointments to show homes to prospective buyers.
- Researched current listings available in the area using multiple online resources.
- Responded promptly to client inquiries via phone or email.
- Attended industry events such as conventions and seminars.
- Showed residential properties and explained features, value and benefits of available homes.
Service Advisor
Flow Automotive Companies
Asheville, NC
10.2023 - 02.2024
- Greeted customers, identified their needs and provided advice on automotive services.
- Provided estimates of repair costs to customers and discussed options with them.
- Maintained accurate records of customer transactions in the dealership database.
- Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
- Communicated effectively with technicians regarding current jobs, status updates and special requests from customers.
- Monitored work progress to ensure timely completion of services within specified timeframes.
- Resolved customer complaints promptly in a professional manner while adhering to company policies.
- Collaborated closely with colleagues across departments such as sales, finance and accounting.
- Analyzed technician notes to ensure accuracy of repair orders before submitting invoices to customers.
Service Manager
McDaniels Porsche
Columbia, SC
05.2016 - 09.2023
- Adhered to customer service standards to foster satisfaction and retention.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Motivated and supported employees to maintain low turnover.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Monitored employee performance through key metrics analysis.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assigned work and monitored performance of project personnel.
Service Director
McDaniels Porsche / Subaru
Columbia, SC
11.2018 - 03.2022
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Reviewed completed work to verify consistency, quality and conformance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
Parts and Service Director
Jim Hudson Audi
Columbia, SC
06.2015 - 05.2016
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Assigned work and monitored performance of project personnel.
- Produced thorough, accurate and timely reports of project activities.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Proposed or approved modifications to project plans.
Service Manager
McDaniels VW
Columbia, SC
01.2013 - 05.2015
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Monitored employee performance through key metrics analysis.
- Guided department employees on changes from management.
- Adhered to customer service standards to foster satisfaction and retention.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Assigned work and monitored performance of project personnel.
Service and Parts Director
East Coast Volkswagen
Myrtle Beach, SC
04.2002 - 11.2012
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Collaborated with customers to offer solutions to service needs.
- Adhered to customer service standards to foster satisfaction and retention.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Hired and trained service department staff to drive performance.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Senior Process Technician
AVX
Myrtle Beach, SC
03.1997 - 02.2002
- Analyzed process data with various statistical tools.
- Developed and provided support to fabrication processes and improved all existing processes.
- Used equipment, techniques and tools for task completion.
- Recommended corrective and preventive actions to boost product reliability.
- Gathered and evaluated data for validity, accuracy and completeness.
- Analyzed all processes and identified all fundamental issues and assisted in appropriate resolutions.
Skills
- Inventory Management
- Service Quality Management
- Cost Reduction Strategies
- Work Planning and Prioritization
- Customer Service
- Verbal and Written Communication
- New Employee Hiring
- Conflict Resolution
- Policy and Procedure Enforcement
- Employee Training and Development
- Relationship Building
- Performance Evaluations
- Performance Tracking and Evaluation
- Documentation and Reporting
- Employee Coaching and Motivation
- Team Leadership
- Cost Control
- Problem Resolution
- Managing Operations and Efficiency
Certification
- Certified Service Manager Porsche Brand Ambassador (current)
- Licensed Real Estate Agent SC
- Certified Audi Service and Parts Manager 2015-2016
- Certified VW Service Manager 2010-2015
- Certified VW Parts Manager 2002-2010
Timeline
Service Advisor
Flow Automotive Companies
10.2023 - 02.2024
Real Estate Agent
South Carolina Real Estate
09.2022 - Current
Service Director
McDaniels Porsche / Subaru
11.2018 - 03.2022
Service Manager
McDaniels Porsche
05.2016 - 09.2023
Parts and Service Director
Jim Hudson Audi
06.2015 - 05.2016
Service Manager
McDaniels VW
01.2013 - 05.2015
Service and Parts Director
East Coast Volkswagen
04.2002 - 11.2012
Senior Process Technician
AVX
03.1997 - 02.2002
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