Darla Haynes
Caesarea,ON
Summary
Proven leader in customer service management, adept at conflict resolution and workflow management, significantly enhanced customer satisfaction at Menzies Chrysler. Leveraged team leadership and problem-solving skills to streamline service processes, fostering trust and loyalty among clients. Achieved notable improvements in operational efficiency and customer service ratings.
Overview
22
22
years of professional experience
Work History
Service Manager
Menzies Chrysler
12.2016 - 04.2024
- 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.
- 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.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Automotive Service Advisor
Pickering Chrysler
09.2012 - 12.2016
- Enhanced customer satisfaction by providing personalized automotive service recommendations based on vehicle diagnostics and maintenance history.
- Collaborated with automotive technicians to accurately diagnose vehicle issues and prioritize necessary repairs.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
Office Administrator
N&G Soapstone
10.2010 - 07.2012
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
Assistant Service Manager
Menzies Chrysler
12.2001 - 10.2010
- Met with customers to discuss service needs and develop effective and practical solutions.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Followed up with customers during and after installations to verify satisfaction.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Resolved customer complaints in professional and timely manner.
Education
High School Diploma -
Clarke High School
Newcastle ON06-1993
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Reliable and responsible
- Customer service management
- Time management
- Customer service
- Conflict resolution
- Workflow management
- Trustworthy and honest
- Employee relations
Languages
English
Full Professional
Timeline
Service Manager
Menzies Chrysler
12.2016 - 04.2024
Automotive Service Advisor
Pickering Chrysler
09.2012 - 12.2016
Office Administrator
N&G Soapstone
10.2010 - 07.2012
Assistant Service Manager
Menzies Chrysler
12.2001 - 10.2010
High School Diploma -
Clarke High School
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