Michelle Carson
Colorado Springs
Summary
Results-driven Automotive Service Manager attentive to business demands and budget targets. Coordinates highly successful, profitable and customer-focused operations with excellent leadership abilities. Decisive in implementing new strategies and enforcing optimal policies for service program.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
1995
1995
years of post-secondary education
1
1
Certification
Work History
Automotive Service Manager
Phil Long Kia
Colorado Springs
07.2024 - Current
- Provided customers with repair estimates and advised them on additional services that may be needed.
- Analyzed repair orders to identify trends in vehicle issues, parts usage, and labor costs.
- Scheduled preventive maintenance services for customers according to manufacturer's recommendations.
- Implemented new methods to increase efficiency in the service department.
- Resolved customer disputes by listening attentively to their concerns and finding appropriate solutions.
- Conducted performance appraisals for staff members and provided feedback on areas of improvement.
- Identified opportunities for process improvement within the service department.
- Scheduled preventive maintenance services according to manufacturer's recommendations.
- Designed training programs for new hires based on their skill level and experience.
- Evaluated customer complaints and took corrective action when necessary.
- Advised customers on proper vehicle care techniques after completion of repairs.
- Ensured compliance with all applicable safety regulations while performing automotive repairs.
- Hired, trained, and supervised a team of automotive service technicians.
- Developed and implemented policies and procedures for efficient workflow.
- Monitored shop productivity reports to determine if goals were being met or exceeded.
- Assisted in resolving warranty claims between customers and manufacturers.
- Monitored worker skills and training to correctly delegate assignments for maximum performance.
- Developed sales strategies to successfully increase per-customer revenue by as much as.
- Implemented processes to improve customer satisfaction and retention.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Delegated work to staff, setting priorities and goals.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Automotive Service Manager
Peak Kia
Colorado Springs
10.2022 - 07.2024
- Provided customers with repair estimates and advised them on additional services that may be needed.
- Analyzed repair orders to identify trends in vehicle issues, parts usage, and labor costs.
- Scheduled preventive maintenance services for customers according to manufacturer's recommendations.
- Implemented new methods to increase efficiency in the service department.
- Resolved customer disputes by listening attentively to their concerns and finding appropriate solutions.
- Conducted performance appraisals for staff members and provided feedback on areas of improvement.
- Identified opportunities for process improvement within the service department.
- Scheduled preventive maintenance services according to manufacturer's recommendations.
- Evaluated customer complaints and took corrective action when necessary.
- Advised customers on proper vehicle care techniques after completion of repairs.
- Ensured compliance with all applicable safety regulations while performing automotive repairs.
- Developed and implemented policies and procedures for efficient workflow.
- Monitored shop productivity reports to determine if goals were being met or exceeded.
- Assisted in resolving warranty claims between customers and manufacturers.
- Performed daily inspections of service technicians' work to ensure quality assurance.
- Maintained accurate records of all inventory levels, including ordering parts when necessary.
- Monitored worker skills and training to correctly delegate assignments for maximum performance.
- Assigned and scheduled work of auto service staff handling vehicles per day.
- Implemented processes to improve customer satisfaction and retention.
- Resolved customer inquiries and complaints requiring management-level escalation.
Parts Department Manager
Peak Kia
Colorado Springs
07.2014 - 07.2024
- Resolved customer complaints in a timely fashion while maintaining positive relationships with both internal and external customers.
- Developed and implemented effective policies and procedures for the parts department to ensure high standards of customer service.
- Monitored inventory levels and reordered stock as needed to meet customer demand.
- Managed all parts department operations, including ordering and receiving of inventory, pricing, customer service, and staff supervision.
- Collaborated with other departments such as accounting and marketing to coordinate activities related to product launch events.
- Trained new employees on proper use of computer systems related to the part's departments duties such as order entry, invoicing.
- Implemented cost-saving measures such as price negotiations with suppliers or switching vendors when necessary.
- Maintained accurate records of all orders, returns, exchanges and warranty information.
- Responsible for ensuring that all parts are stored in an organized manner according to safety regulations.
- Facilitated communication between upper management and executives by providing timely updates on performance metrics within the department.
- Created detailed reports summarizing monthly sales figures, inventory levels, budget variance analysis.
- Conducted regular audits of physical stock counts versus book values in order to prevent discrepancies between actual and recorded inventories.
- Developed strategies for improving efficiency within the department through process automation or streamlining existing processes.
- Negotiated contracts with vendors for discounts on bulk purchases of parts.
- Resolved customer complaints in a timely manner while adhering to company policies.
- Ensured compliance with company policies regarding purchasing of parts and services from approved vendors only.
- Provided technical advice on appropriate replacement parts to customers.
- Established and maintained rapport with customers through active listening and dynamic communication to promote loyalty and referrals.
- Forecasted and tracked sales accurately and established and adhered to fiscally responsible annual budget that expanded to allow business growth.
- Updated product knowledge by reading about industry changes and new products.
- Managed replacement parts inventories, purchasing, and sales for businesses.
- Controlled daily parts program activities to improve sales and inventory management.
- Developed lasting rapport with customers to promote loyalty and satisfaction.
- Collaborated closely with service technicians and managers to verify that parts required for repairs remained in stock.
- Stayed up-to-date on product changes and new products and educated professionals on current features and capabilities.
- Served customers diligently and courteously, resolving concerns without delaying action.
- Operated parts warehouse efficiently and managed inventory levels high enough to meet customer needs and low enough to control inventory investment.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Performed scheduled inventory audits per to verify accuracy and product availability.
- Maintained high service delivery quality and efficiency by monitoring service writer and technician performance.
- Led a team of parts department employees, providing training and performance evaluations.
Education
Wasson High School
Colorado Springs, COSkills
- Repair estimates
- Inventory management
- Process improvement
- Customer care techniques
- Safety compliance
- Parts ordering
- Warranty claims resolution
- Staff supervision
- Conflict resolution
- Performance appraisals
- Effective communication
- Problem solving
- Team building
- Customer relationship management
- Service department operations
- Customer satisfaction
- Environmental awareness
- Scheduling
- Employee retention
- Scheduling abilities
- Customer relations
- Employee evaluation
- Preventative maintenance
- Quality standards
- State and local regulations
- Dealership management
- Warranty administration
- Change management
- Process optimization
- Hiring and training
- Reliability
- Reporting and documenting
- Communication skills
- Staff management
- Brand management
- Attention to detail
- Verbal and written communication
- Multitasking capacity
- Time management abilities
- Performance tracking and evaluation
- Professional and courteous
- Teamwork and collaboration
- Positive attitude
- Professional demeanor
- Schedule management
- Goal setting
- Self motivation
- Excellent communication
- Risk management
Certification
Kia certified training 2014 to present
Timeline
Automotive Service Manager
Phil Long Kia
07.2024 - Current
Automotive Service Manager
Peak Kia
10.2022 - 07.2024
Parts Department Manager
Peak Kia
07.2014 - 07.2024
Wasson High School