Summary
Overview
Work History
Skills
Timeline
Generic

Christopher Walker

Mooroolbark,VIC

Summary

Dedicated automotive professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

13
13
years of professional experience

Work History

Service Manager

Penfold Audi
06.2021 - Current
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Implemented inventory management systems to reduce costs and increase efficiency in the service department.
  • Increased overall revenue by upselling additional services and products during routine maintenance visits.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
  • Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
  • Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
  • 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.
  • Analyzed service reports to identify areas of improvement.

Service Advisor

Penfold Audi
06.2011 - 06.2021
  • Enhanced customer satisfaction by providing timely and accurate service recommendations.
  • Streamlined appointment scheduling for improved efficiency and increased daily appointments.
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
  • Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
  • Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
  • Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
  • Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Handled customer issues with confidence, using complex problem solving to provide effective resolution.
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.

Skills

  • Conflict Resolution
  • Work Planning and Prioritization
  • Service Documentation
  • Resource Allocation
  • Policy and Procedure Enforcement
  • Goal Setting
  • Estimating and Quoting
  • Relationship Building
  • Customer Service Management
  • Workplace Safety
  • Time Management
  • KPI Monitoring
  • Continuous Improvement
  • Reliable and Responsible

Timeline

Service Manager

Penfold Audi
06.2021 - Current

Service Advisor

Penfold Audi
06.2011 - 06.2021

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Christopher Walker