Philip Mackay
Lutana,TAS
Summary
Dynamic Service Manager with a proven track record at Tas Automotive Pty Ltd, excelling in customer service management and team leadership. Enhanced customer satisfaction through streamlined processes and effective conflict resolution. Recognized for mentoring staff and maintaining high-quality standards, fostering a collaborative and safe work environment.
Overview
22
22
years of professional experience
Work History
Service Manager
Tas Automotive Pty Ltd
55 Federal Street North Hobart
08.2023 - Current
- 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.
- 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.
- 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.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
Assistant Manager
Jackson Motor Company
Derwent Park
06.2022 - 07.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Assistant Manager
Motors Derwent Park
Derwent Park
03.2022 - 06.2022
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
Assistant Manager
Performance Automobile
Hobart, TAS
12.2015 - 03.2022
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Generated repeat business through exceptional customer service.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
Senior Service Advisor
DJ Motors
Hobart, TAS
07.2003 - 12.2015
- Developed strong relationships with clients, resulting in increased repeat business and referrals.
- Resolved complex issues, demonstrating expertise in problem-solving and customer relations.
- Continuously updated product knowledge through manufacturer training programs and independent research.
- Coordinated loaner vehicles for customers during extended repair periods, enhancing overall satisfaction levels.
- Mentored junior advisors, sharing industry knowledge and best practices to enhance their skills.
- Led a team of advisors to consistently achieve monthly performance targets and objectives.
- Managed warranty claims, ensuring proper documentation and communication with manufacturers.
- Optimized appointment scheduling for efficient use of shop resources while minimizing wait times for customers.
- Collaborated with technicians to ensure accurate diagnoses and timely completion of repairs.
- Maintained high customer satisfaction standards to meet or exceed targets.
Education
High School Diploma - Motor Apprenticeship
Brighton High School
North Brighton South Australia12.1983
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Reliable and responsible
- Customer service management
- Time management
- Conflict resolution
- Team collaboration and leadership
- Quality assurance
- Workplace safety
- Documentation and reporting
References
Phil Humphries - Service Manager -Jackson Motor Company Derwent Park - 0416574771
Chris Fitzgerald - Operation Manager - Jackson Motor Company -Tasmania - 0408678395
Mathew Dawes - Owner/manager Dawes Automotive - Derwent Park - 62732010
Additional Information
Manual driver licence
Forklift driver licence
Timeline
Service Manager
Tas Automotive Pty Ltd
08.2023 - Current
Assistant Manager
Jackson Motor Company
06.2022 - 07.2024
Assistant Manager
Motors Derwent Park
03.2022 - 06.2022
Assistant Manager
Performance Automobile
12.2015 - 03.2022
Senior Service Advisor
DJ Motors
07.2003 - 12.2015
High School Diploma - Motor Apprenticeship
Brighton High School