Brandon Johnson
Calgary,AB
Summary
I bring to your organization a qualified Customer Service Manager with over 17 years experience in the luxury vehicle automotive sector. I am personable and professional under pressure, who cultivates positive customer relationships through clear and helpful communication. I have extensive experience leading diverse teams to achieve the manufactures goals. I deliver expert and sound judgment and the ability to resolve problems tactfully and diplomatically. I am a industry leading professional effective at building highly-motivated teams, as well as delivering critical CSI targets .
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Lone Star Mercedes-Benz
Calgary, AB
07.2013 - 11.2017
- Managed 8 service advisors.
- Managed 22 Automotive service technicians.
- Managed 6 full time lot attendants.
- Responsible for shop loading through XTime
- Responsible for dispatching work into the shop
- Resolved all customer complaints/conflicts to resolution
- Service department process improvements to increase labour sales month over month
- Performed self compliance for Manufacturer
- Responsible for warranty approvals and over view
- Always maintained an average CSI of 90% or greater for the service department
- Handled all high profile customers service needs
Senior Service Advisor
Lone Star Mercedes-Benz
Calgary, AB
12.2011 - 07.2013
- Greeted and helped customers entering the dealership
- Responsible for selling all recommended work as per the manufacturer
- Wrote on average 15-20 work order per day
- Responsible for monitoring those work order's throughout the day
- Responsible for up-selling any additional work the technician found during inspections
- Responded to all customer technical questions and booked appointments throughout the day
- Always maintained top position amongst other service advisors for parts sales and labour sales for the month
- Maintained average CSI of 90% or greater from customer responses through surveys
Insurance Appraiser
J B Appraisal Svc Ltd
Cochrane, AB
05.2011 - 12.2011
- Performing mechanical inspections for extended warranty companies Calgary wide and surrounding area
- Responsible for creating reports, to submit to the insurance companies' regarding my findings
- Taking all photographs of vehicle and work being condemned
Senior Service Advisor
Calgary BMW
Calgary, AB
09.2010 - 05.2011
- Greeted and helped customers entering the dealership
- Responsible for selling all recommended work as per the manufacturer
- Wrote on average 15-20 work order per day
Senior Service Advisor
Mercedes-Benz Downtown Calgary
Calgary, AB
08.2009 - 09.2010
- Greeted and helped customers entering the dealership
- Responsible for selling all recommended work as per the manufacturer
- Wrote on average 15-20 work order per day
Journeyman Automotive Service Technician
Calgary BMW
Calgary, AB
07.2005 - 08.2009
- Conducted routine and scheduled maintenance services such as oil changes, lubrications and tune-ups.
- Reviewed work orders and discussed them with service advisors.
- Managed the Express lube shop provided through manufacturer.
- Responsible for 5 apprentices in the Express lube shop
- Safely used all hand and power tools.
- Interfaced with management and colleagues in a professional manner.
- Upheld top-quality workmanship and excellent customer service.
- Diagnosed computer and electrical failure with appropriate testing equipment.
- Verified vehicle serviceability by conducting test drives and adjusting controls and systems.
- Maintained vehicle records by recording and filing all service and repairs.
Apprentice Automotive Service Technician
Calgary BMW
Calgary, AB
09.2001 - 07.2005
- Conducted routine and scheduled maintenance services such as oil changes, lubrications and tune-ups.
- Repaired, replaced and adjusted brakes and brake pads.
- Tested vehicles and their components and systems.
- Completed routine maintenance to prevent future breakdowns.
- Inflated tires on a test machine and adjusted controls to simulate road conditions.
- Upheld top-quality workmanship and excellent customer service.
Lot Attendant
Calgary BMW
Calgary, AB
09.1999 - 09.2001
- Responsible for maintaing lot
- Performing light detail on all service customer vehicles
Education
Applied Management Certificate - Applied Managment
Southern Alberta Institute of Technology
Calgary, AB, Canada2016
Automotive Service Technician - Transportation
Southern Alberta Institute of Technology
Calgary, AB, Canada2005
High School Diploma -
Lord Beaverbrook High School | Calgary Board of Education
Calgary, AB, Canada2001
Skills
- Luxury vehicle product expert
- Exceptional communication skills
- Leader in Customer Service Index
- Quick learner
- Strong client relations
- Training development aptitude
- Organized
- Logistics knowledge
- Vehicle systems expertise
- Customer-oriented
- Adept at record keeping
- Mediation capability
- Creative problem solver
Certification
- Multiple service technician training courses at the BMW university in Whitby Ontario.
- Multiple sales/advisor training courses at Mercedes-Benz Canada in Richmond British Columbia.
Timeline
Customer Service Manager
Lone Star Mercedes-Benz
07.2013 - 11.2017
Senior Service Advisor
Lone Star Mercedes-Benz
12.2011 - 07.2013
Insurance Appraiser
J B Appraisal Svc Ltd
05.2011 - 12.2011
Senior Service Advisor
Calgary BMW
09.2010 - 05.2011
Senior Service Advisor
Mercedes-Benz Downtown Calgary
08.2009 - 09.2010
Journeyman Automotive Service Technician
Calgary BMW
07.2005 - 08.2009
Apprentice Automotive Service Technician
Calgary BMW
09.2001 - 07.2005
Lot Attendant
Calgary BMW
09.1999 - 09.2001
Applied Management Certificate - Applied Managment
Southern Alberta Institute of Technology
Automotive Service Technician - Transportation
Southern Alberta Institute of Technology
High School Diploma -
Lord Beaverbrook High School | Calgary Board of Education
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