Jason Connors

• Resolved customer complaints in professional and timely manner.
• Met with customers to discuss service needs and offer available solutions.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Hired, trained and supervised team of service staff members to meet business goals.
• Analyzed service reports to identify areas of improvement.
• Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
• Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
• Met with customers to discuss service needs and develop effective and practical solutions.
• Coordinated with other departments to maintain streamlined and productive workflow.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
• Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
• Implemented strategies to increase customer service satisfaction ratings.
• Monitored service staff performance and provided feedback for improvement.
• Improved customer satisfaction by implementing streamlined service processes and staff training programs.
• Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
• Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
• Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
• Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
• Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
• Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
• Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
• Ensured compliance with safety regulations by regularly inspecting equipment and workspaces.
• Spearheaded digital transformation initiative, introducing new software tools to improve service scheduling and customer communication.
• Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
• Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
• Established team priorities, maintained schedules and monitored performance.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Defined clear targets and objectives and communicated to other team members.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Leveraged data and analytics to make informed decisions and drive business improvements.

I was promoted to 2IC after 6 months and continued management training to eventually take over as service manager in the future

• Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
• Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
• Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
• Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
• 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.
• Enhanced customer satisfaction by providing timely and accurate service recommendations.
• Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
• Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
• Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
• Contributed to team goals by proactively identifying opportunities for process improvements within the service department.
• Provided exceptional customer service, resolving complaints diplomatically and efficiently.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

I started my apprenticeship and worked for my employer for 10 years, then purchased the business and was a sole operator for another 13 years, when I closed the business, concentrating on being a single parent and took 2 years off to take care of my twin boys