Customer Service Client Relations

Kevin Fennessy

***** ** ** ******

Southwest Ranches, FL 33332

954-***-**** **************@*****.***

PROFILE

● Energetic and resourceful with 25+ years’ experience in client relations and operations.

● Superior customer service and communication skills. Active listener. Able to understand and empathize with customers’ varying points of view, resulting in outstanding track record of conflict resolution.

● Dedicated and dependable with exceptional attendance. Have not missed work in more than eight years.

● Strong leadership abilities. Relate effectively with staff of diverse cultural and socioeconomic groups.

● Maintain high level of integrity, resulting in excellent reputation. EXPERIENCE

MAACO US – 1990 to present

Serve as a Manager for America’s #1 auto paint and collision repair provider. Began as a Sander/Prep Technician at the Hollywood, FL location in 1990 and within one year was promoted to Estimator, ultimately becoming Manager with complete front-of-house and back-of-house responsibilities. Currently serve as Manager for Fort Lauderdale location.

● Cultivate leads, handle telephone inquiries utilizing MAACO’s telephone track procedure to convert inquiries into estimates to appointments, enter appropriate information, and respond to digital inquiries

● Execute MAACO’s Sales Track and electronically input all estimates

● Follow up promptly on all appointments, recycle unretained customers, and update customers’ status

● Provide a friendly initial contact for all prospects/customers, both on the phone or in person

● Contact customers to schedule deliveries and collection of payments

● Afford all customers courteous treatment, provide fair and honest written estimate, and set reasonable expectations for MAACO services using ‘Total Honest Communication’ to assure customer satisfaction

● Actively pursue retail leads from trade work incoming to 3rd party satellite locations

● Interact with Trade and Insurance accounts to assure prompt and courteous service

● Track daily and weekly performance

● Manage vehicles’ intake check-in; ascertain paint formulas, ensuring it accompanies the Repair Order, and mark vehicles and repair orders clearly to assure accurate and complete communication with shop staff

● Monitor customer satisfaction to assure repeat business and referrals

● Create urgency in the shop to achieve production volume and turn-around time goals

● Work collaboratively with Production staff to achieve efficiency and quality standards EDUCATION

High School Graduate

Completed various MAACO training programs in customer service, technology, and industry standards

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