O'Brien Matthew Email & Phone Number

Promoted to oversee a team of seven service writers, as well as a shop manager and dispatcher providing automotive service to XXX-XXX customers daily. Emphasis on quality of service, ensuring a positive customer experience and exceeding profitability goals. ✔ Grew annual revenue from $X.XMM to $X.XMM. Consistently exceed annual revenue goal of $XMM.✔ Coach team members on ways to drive service sales, beneficial training program options, and customer service tactics.✔ Work with service advisors to ensure proactive resolution of all customer complaints and make follow-up calls, as needed.✔ Streamlined processes resulting in increased productivity, expedited customer service, and enhanced service drive experience. ✔ Re-organized the service parking lot and rental car area for improved traffic flow during busy and slow periods. ✔ Manage all automotive service department paperwork, including repair orders, invoices, and maintenance records.✔ Consistently average a monthly CSI Score of 4.8 out of 5 through meeting and exceeding client expectations.

Served as the primary point-of-contact for all automotive service and repair matters with core responsibility to listen and thoroughly understand customer problems, arrange for an appropriate service level, and set/manage expectations on the part of the customer and the technicians in terms of service delivery. Managed the workflow of two service writers and seven technicians.✔ Consistently ranked in the top 5 service advisors, attaining over $X.XMM in sales and grossing over $XXXK annually. ✔ Built strong relationships with XX-XX clients per day, working to meet their automotive needs.✔ Inspected vehicle and referred to service history to accurately identify and verify customer’s service needs. ✔ Promoted the sale of services, parts, and accessories by thoroughly understanding the product and service requirements. ✔ Provided accurate cost and time of completion estimates for services recommended and obtained authorization from customers. ✔ Ensured new and used vehicle warranty repairs were performed in accordance with manufacturer warranty guidelines. ✔ Consistently ensured the delivery of outstanding customer service by responding to customer complaints and/or concerns.

Initially hired as a Service Valet and quickly promoted for outstanding performance to Service Advisor in Express Service. ✔ Worked with a team to write-up XXX-XXX cars per day.✔ Guided customers through the service process using strong communication skills.✔ Stayed abreast with the latest service bulletins and factory assistance from Lexus to remain current in the industry.✔ Supervised work flow to guarantee on-time delivery and the delivery of exceptional customer service.✔ Successfully generated over $XXXK/month through proactively writing and selling service.

Greeted and advised customers on their tire and battery services.✔ Cross-sold tires and other maintenance services to increase average sale.✔ Served as a cashier, handling client orders and funds on a daily basis.✔ Upheld the highest standards of safety and compliance at all times. ✔ Continually exceeded sales goals and attained high customer satisfaction ratings.

Ase Certified In Service Consulting

Lexus Master Certified Service Consultant