Customer Service Sales
Resume:
Paul W Walter
Carol Stream IL 60188
Objective:
To obtain a management or sales position that will utilize my skills and
provide the opportunity for
professional development.
Summary of qualifications:
In my 20 year career in the automotive service industry, I have experienced
and have been trained within every aspect of the business. This experience
allows me to understand and relate with customers, vendors, employees and
coworkers with the respect and professionalism they deserve, an outstanding
multitasking ability, and the ability to self manage while requiring little
to no supervision..
Work experience:
9/2006 - 4/2010 Infiniti of Hoffman Estates
Hoffman Estates, Illinois
Assistant Service Manager
Manage many operations of an 11 person luxury car service department
including:
Prepare department budget & forecast future trends.
Manage technicians & dispatch service work.
Manage & Assist service advisors/consultants.
Prepare estimates for customer approval.
Field customer calls, schedule appointments & sell repairs/maintenance.
Ensure customer satisfaction levels above standards set by Infiniti.
Initial contact with customer, relate complaints to technician, estimate
repairs, and billing of invoices.
Maintain contact with customers throughout the repair process.
Handle customer complaints and ensure satisfaction and retention.
Manage all sublet vendors, repairs and aftermarket installations.
Manage web based advertising.
Manage, track, and maintain a 14 car loaner vehicle fleet.
Handle all aftermarket service contract and tire warranty approval and
billing.
5/2001 - 9/2006 Infiniti of Lisle
Lisle, Illinois
Service Consultant
Provide customers with exceptional customer service.
Field customer calls for information, estimates and appointments.
Understand customer concerns with regards to their vehicle and/or
individual needs.
Complete accurate estimates for needed and suggested repairs.
Relate necessary information to technicians along with manufacturer's
specifications and/or possible technical information.
Verify parts pricing and availability to ensure a timely and complete
repair.
Understand and relate technical information and warranty policies to
technicians and customers.
Handle relations between Nissan USA, Infiniti of Lisle, and customers
whenever the need arises.
Exceed sales and customer satisfaction goals on a monthly basis.
Conceived and implemented customer retention and satisfaction campaign
to raise customer service index scores storewide.
Achieved 2003, 2004, 2005 & 2006 Professional Service Leader Award for
outstanding customer satisfaction.
5/1999 -5/ 2001 Infiniti of Lisle
Lisle, Illinois
Service Dispatcher
Understand technician capabilities and skill levels and dispatch work
accordingly to ensure customer and employee satisfaction while maintaining
technician morale, and maximizing profitability.
Process all warranty claims through Nissan USA ensuring all information
from technicians is accurate according to corporate policies.
Update and maintain computer based Nissan information system for
technicians and service consultants.
Handle overflow of customer calls to estimate and schedule repairs.
Oversee maintenance of 48-vehicle loan car fleet.
1/1990-5/1999 Precision Engine Inc. Elk Grove Village, Il
Service Manager/Technician
Oversee all daily operations of a 5 man aftermarket shop
including:
Customer relations.
Employee relations.
Work Dispatching.
Performing Diagnosis/Repairs and Maintenance on domestic and import
automobiles.
Estimate and Sales of necessary/suggested repairs.
Shop Accounting
Education
Infiniti Corporate Training 2000 - 2010:
New Model Vehicle Systems
Warranty administration
Service Consultant Certification
Goodwill administration
2009-2010 MSX International Consulting
Dealer Development and Process Improvement
1998 Management Success Glendale California
Communication skills, auto shop management, and sales training.
College of DuPage Lombard, IL
Currently enrolled & working toward AA Degree.
1984 - 1987 Addison Trail High School Addison,
Illinois Graduated with honors, course selection majored in English and
Choir.
Contact this candidate