Catherine Homan
Waterloo,NSW
Summary
Dynamic Service Manager with a proven track record at Sydney BMW, excelling in customer satisfaction and team leadership. Expert in workflow optimisation and conflict resolution, I successfully drove significant improvements in service quality and client retention. Passionate about coaching and mentoring, I foster a collaborative environment that enhances operational efficiency.
Overview
12
12
years of professional experience
Work History
Service Manager
Sydney BMW
07.2024 - Current
- Oversee daily operations in service department, maintaining premium standards aligned with BMW expectations.
- Lead multidisciplinary team of service advisors, technicians, and workshop controllers and CIC team.
- Manage workflow allocation and job prioritization for optimal workshop capacity.
- Drive Customer Satisfaction Index improvements through advisor coaching and enhanced communication.
- Conduct daily Voice of Customer reviews and implemented action plans for service recovery.
- Manage warranty processes, ensuring claims compliance and accurate reporting standards.
- Collaborate with Parts, Sales, and Technical teams to enhance operational alignment.
- Implemente follow-up procedures for no-shows and pending parts arrivals.
- Establish and maintain positive relationships with clients to foster loyalty and retention.
Service Advisor / Team Leader
BMW Sydney
06.2018 - 07.2024
- Delivered exceptional customer service using in-depth BMW product and system knowledge.
- Followed warranty protocols and compliance procedures accurately.
- Collaborated closely with workshop and management teams to achieve balanced outcomes.
- Managed complex customer concerns and high-pressure situations professionally.
- Supported accounts team with outstanding payments and open job follow-up.
- Liaised with external suppliers to ensure high-quality repair outcomes.
- Maintained accuracy with system updates, new processes, and operational changes.
- Generated sales leads for the Sales Department where repair economics were not feasible.
- Ensured BMW brand standards and customer experience expectations were consistently upheld.
- Assessed workshop loading before confirming repair timeframes.
- Documented repair issues, corrective actions, and maintained accurate job records.
- Developed training documentation and coached new staff.
Service Manager / Workshop Foreman / Administration Officer
Southwest Automotive
01.2016 - 12.2018
- Led workshop administration, customer bookings, quoting, invoicing, stock control, accounts processing, and daily coordination of mechanical staff.
- Managed customer communication, parts preparation, social media marketing, and end-of-month financial reconciliation.
Function & Event Manager / Admin Coordinator
Gemelle Restaurant & Function Centre
01.2014 - 12.2016
- Oversaw events, bookings, administration, financial processing, supplier coordination, and executive support to business directors.
Administration Support
Downes Wholesale Nursery
- Coordinated switchboard operations and managed sales inquiries to enhance customer service.
- Sourced stock effectively while overseeing inventory control to maintain optimal levels.
- Executed purchasing tasks and logistics coordination to streamline supply chain processes.
- Oversaw daily office operations, ensuring efficiency and smooth workflow across tasks.
Administration All-Rounder
Cavana Plumbing
- Managed workload distribution, invoicing, stock control, reconciliations, and general office administration.
Education
BMW Certified Service Manager - Automotive
BMW Australia
Melbourne, VIC06-2025
Certified BMW Service Advisor -
BMW Australia
Melbourne07.2019
Higher School Certificate -
Mount Carmel High School
Varroville11.2008
Certificate III - Business Administration
My Gateway
Skills
- Microsoft Word and Excel proficiency
- Customer service excellence
- Team leadership
- Workflow optimization
- Problem-solving skills
- Advanced Outlook knowledge
- Fast and accurate typing
- Coaching and mentoring
- Client retention strategies
- Conflict resolution expertise
- Employee training and development
References
Available upon request.
Certification and Awards
- Certified BMW Service Manager, BMW Australia, Melbourne 06/2025
- Certified BMW Service Advisor, BMW Australia, Melbourne, 07/2019
- BMW Google Centricity Winner, 2020 (Q1, Q2, Q3, Q4)
- Leading BMW Google Aftersales Reviews, 2021 & 2022
- Highest aftersales voice of customer scorer in 2019, 2020, 2021, and leading in 2022
- Certificate III in Business Administration, My Gateway
- Higher School Certificate, Mount Carmel High School, Varroville, 11/2008
Timeline
Service Manager
Sydney BMW
07.2024 - Current
Service Advisor / Team Leader
BMW Sydney
06.2018 - 07.2024
Service Manager / Workshop Foreman / Administration Officer
Southwest Automotive
01.2016 - 12.2018
Function & Event Manager / Admin Coordinator
Gemelle Restaurant & Function Centre
01.2014 - 12.2016
Administration Support
Downes Wholesale Nursery
Administration All-Rounder
Cavana Plumbing
BMW Certified Service Manager - Automotive
BMW Australia
Certified BMW Service Advisor -
BMW Australia
Higher School Certificate -
Mount Carmel High School
Certificate III - Business Administration
My Gateway