John Kelly
Boolaroo,New South Wales
Summary
Customer service and parts professional who is successful at improving customer retention rates and growing revenue. Hardworking, independent and quick thinking team player. Personable and professional under pressure.
Overview
40
40
years of professional experience
Work History
Service Adviser
Tyrepower
11.2019 - Current
- Maintained high customer satisfaction standards to meet or exceed targets.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Documented problems and corrective actions to maintain records.
Service Manager
Argy Tyres Glendale
11.2011 - 11.2019
- Respond to all customer inquiries thoroughly and professionally
- Recommend additional non scheduled work to customers, resulting in add-on business
- Develop and maintain long-term relationships with new and current customers
- Contact customers by phone and email in response to inquiries
- Schedule staff shifts to cover peaks and lulls in customer inquiries
- Investigate and resolve customer inquiries and complaints in an empathetic manner
- Parts ordering and stock control
Fixed Operations Manager (Parts And Service)
Mercedes-Benz Newcastle
10 2010 - 10 2011
- Duties as above
- Liase with upper management in relation to budget settings
- Achieve and maintain manufacturers benchmarks on sales targets and customer service levels
- Planned and directed staff training and performance evaluations.
- Provide cover for parts department when staff away
Service Advisor / Manager
Worthington BMW
12.2007 - 11.2010
- Duties as above
Service Advisor
Alto BMW
01.2004 - 12.2007
- Responded to all customer inquiries thoroughly and professionally
- Recommended additional non scheduled work to customers, resulting in add-on business
- Developed and maintained long-term relationships with new and current customers
- Contacted customers by phone and email in response to inquiries
- Opening and closing of dealership as required
- End of day reports and reconciliation
Parts Interpreter / Manager
Alto BMW
01.1984 - 01.2004
- Supervised and mentored staff in sales and warehouse
- Provided customer quotes and processed orders in an efficient time frame
- Researched and customized service proposals for clients
- Developed and maintained long-term relationships with policyholders and small business entities.
- Consistently hit and exceeded sales goals
- Created and developed new business avenues which increased sales in both Parts and Service departments
Education
Internal career developement -
BMW Training Department
Melbourne Head OfficeAuto Parts Interpreter Specialist -
NSW TAFE
UltimoSkills
- Strong client relations
- Excellent customer service skills
- Effective problem solver
- Inventory control
- Computer knowledge
- Staff training/development
- Exceptional interpersonal communication
- Employee scheduling
- Work flow planning
- Front desk experience
Interests and Hobbies
- Boating and fishing
- Wannabe chef
Referees
Glenn O'Donnell
Managing Director
Macarthur Prestige Body Shop
North Shore BMW Body Shop
0400 400 364
Mark Blundell
General Manager
Volvo Cars Mosman
0409 928 959
Timeline
Service Adviser
Tyrepower
11.2019 - Current
Service Manager
Argy Tyres Glendale
11.2011 - 11.2019
Service Advisor / Manager
Worthington BMW
12.2007 - 11.2010
Service Advisor
Alto BMW
01.2004 - 12.2007
Parts Interpreter / Manager
Alto BMW
01.1984 - 01.2004
Fixed Operations Manager (Parts And Service)
Mercedes-Benz Newcastle
10 2010 - 10 2011
Internal career developement -
BMW Training Department
Auto Parts Interpreter Specialist -
NSW TAFE
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