Anthony Waugh
Fairfield,NSW
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
22
22
years of professional experience
Work History
Service Manager
Harley-Heaven Western Sydney
07.2021 - 10.2023
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Maintained records of service transactions and customer feedback for future reference.
- Developed department processes and procedures to boost customer satisfaction.
- Developed customer loyalty programs to increase customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Service Manager
Harley-Heaven Sydney
12.2019 - 06.2021
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Maintained records of service transactions and customer feedback for future reference.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Developed department processes and procedures to boost customer satisfaction.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Area Service Manager
Harley-Davidson Australia Limited
06.2016 - 11.2019
- Established and maintained relationships with regional customers, vendors and contractors.
- Planned and implemented strategies for improving customer service and satisfaction across region.
- Implemented and enforced regional service quality assurance processes.
- Monitored regional service operations to confirm compliance with industry standards.
- Developed and enforced regional service policies and procedures.
- Coordinated with regional service teams to resolve customer service issues.
- Analyzed regional service trends and performance metrics to inform strategic decisions.
- Coordinated regional service technician training and development.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
Assistant Service Manager
Denlo Volkswagen
05.2001 - 06.2016
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Trained 3 less-skilled service advisors on standards, efficiency, and conflict resolution for best-in-class customer service.
- Guided techs on automotive repair, tool usage, and equipment operation.
- Followed up with customers during and after installations to verify satisfaction.
- Developed written plans and obtained customer consent to proceed.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained records of service transactions and customer feedback for future reference.
- Analyzed service reports to identify areas of improvement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
Repair Class: Motor Mechanic - Automotive Mechanics
Hunter Institute of Technology
Newcastle, NSWSchool Certificate -
Warners Bay High School
Warners Bay, NSWLicensed AIS & AUVIS Examiner -
TAFE NSW
Sydney, NSWSkills
- Employee Relations
- Risk Management
- Coaching and Mentorship
- Business Development
- Quality Assurance
- Time Management
- Staff Management
- Regulatory Compliance
- Till Counting
- Technical Support
- Task Delegation
- KPI Monitoring
- Quality Control
- Revenue Generation
- Office Administration
- Employee Supervision
- Data Management
- Project Management
- Technical Troubleshooting
- Data Analytics
Timeline
Service Manager
Harley-Heaven Western Sydney
07.2021 - 10.2023
Service Manager
Harley-Heaven Sydney
12.2019 - 06.2021
Area Service Manager
Harley-Davidson Australia Limited
06.2016 - 11.2019
Assistant Service Manager
Denlo Volkswagen
05.2001 - 06.2016
Repair Class: Motor Mechanic - Automotive Mechanics
Hunter Institute of Technology
School Certificate -
Warners Bay High School
Licensed AIS & AUVIS Examiner -
TAFE NSW
Similar Profiles
Saleen AhmedSaleen Ahmed
Business Development Manager at Pullman Sydney Penrith & Western Sydney ConferenceBusiness Development Manager at Pullman Sydney Penrith & Western Sydney Conference
Neal CoulsonNeal Coulson
Business Process Analyst at Western Sydney UniversityBusiness Process Analyst at Western Sydney University
Rebecca BrennanRebecca Brennan
Iss Support worker at Western Sydney University Early Learning CentreIss Support worker at Western Sydney University Early Learning Centre
Minh LeMinh Le
Volunteer at Pho PhungVolunteer at Pho Phung
TAN THANH VOTAN THANH VO
Retail Sales Manager at DOUNG & TANG PRODUCE PTY LTDRetail Sales Manager at DOUNG & TANG PRODUCE PTY LTD