ERICk TAPIA
Folsom
Summary
I have provided 21 years of automotive excellence. From wrenching on all makes and models of vehicles; To managing an entire operation as a manager/director. I know what it takes to make a shop/department profitable and keep customers coming back for more. My work is something that I take pride in and I am always looking to better myself, as well as the people around me. I feel that anyone can manage a shop or department given the opportunity, but to make it truly great takes discipline, ambition, consistency and patience, much like raising a family. With that being said, if given the opportunity; I will treat your business or department as if it were my own and continuously strive to make it better then it was the year before.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Advisor
Shannon Family Automotive
05.2024 - Current
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met a personal monthly sales average of $200,000 - $300,000. Resulting in a total of $1.6 Million for 2024
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers and fleet vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Provided exceptional customer service, resolving complaints diplomatically and efficiently.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Service Director/Auto Sales & Rental Manager
Fremont & Purdon Automotive Group & Auto Sales
04.2019 - Current
- Managed a team of 10 technicians, 2 advisors, 1 car sales specialist & 1 detailer/rental prepper
- Created a fast-paced working environment with maximum efficiency and continual record-breaking sales
- Set an annual, personal sales goal; proudly resulting in a 30% - 35% increase in revenue which equated to over $175,000 profit in sales, service & rentals
- This was achieved by Increasing employee efficiency by assigning each technician to specialty departments such as heavy line, light line, maintenance, or diagnostics
- Maximizing authorized warranty work
- Pushing advisors and myself for same day turn around upsells and consistently keeping bigger projects lined up in heavy line
- Pushing car sales specialist and myself to follow up with every single lead and get buyers through the door, as well as staying consistent with upselling extended warranties with every potential car sale
- Which created more workflow to the service department
- Monitoring the car rental market and adjusting daily pricing to give our rental car department a competitive edge with pricing
- Identified customer and operational needs by providing 19 years of experience with excellent technician and advising background
- Natural leadership/people skills; worked well with the owner, technicians, customers, and vendors to build rapport in community and maintain repeated business
- Collaborated with staff to maximize production by streamlining set procedures, improving bottom-line profitability, and creating a safe working atmosphere
- Empowered all staff members by using respectful communication and positive reinforcement to build pride in their work and raising shop & dealer morale
- Resulting in increased productivity, sales, upsells (averaging $1000 - $1500 per vehicle), and less comebacks
- Cultivated strong relationships with customers, parts suppliers and other sublet businesses by demonstrating trust and maintaining clear and concise communication
- Reduced process lags by teaching the team to think outside the box to prevent miscommunication, procedural errors, and customer dissatisfaction
- Go on Yelp, Google, and SureCritic to view authentic reviews from paying customers
Service Manager
Firestone Complete Auto
12.2015 - 08.2018
- Managed team of 1 Service Advisors & 8 Technicians
- Supervised and kept inventory stocked at all times
- Consistently hit personal sales goals as well as pushed service advisor to hit their personal sales goals for every month
- Consulted with store & district Managers with monthly reports and performance reviews
- Earned and maintained customer retention by building personal trust with every customer that came through the door
- Encouraged healthy work environment by creating a harassment free and non-prejudice environment
- Pushed technicians to maximize productivity by creating bonus structure based on amount of flagged hours
- Collaborated and maintained great relationship with local parts suppliers and sublet businesses
- Attended annual district meetings
- Created a 20% increase in shop profit by maximizing same day turn around upsells
- Identified customer and operational needs with excellent technician and advising background
- Natural leadership/people skills; worked well with the store manager, corporate, technicians, customers, and vendors to build rapport in the company and maintain repeated business
Light Line Technician
O'Meara Ford
04.2012 - 12.2015
- General diagnostics & light/general repairs performed on all make and model Ford vehicles
- Clearly communicated to service advisor and shop Foreman work load completion
- Supervised learning apprentice & helper as they assisted in work load completion
Line Technician
Larry Miller Toyota
01.2009 - 03.2012
- Bumper to bumper repairs and light diagnostics on all make and model Toyota vehicles
- Clearly communicated with service advisor and manager on work load completion and repairs/scheduled maintenance required on all vehicles
Automotive Technician
Firestone Complete Auto
05.2005 - 01.2009
- Bumper to bumper repairs on cars and light trucks
Education
High School Diploma -
Berthoud High School
Berthoud, CO05.2009
Skills
- Inventory Management
- Workflow Regulation
- Operations Management
- Performance Evaluations
- Price Negotiation
- Operations Improvements
- Production Management
- Workplace Safety
- Continuous Improvement
- Supervision
- Production Goals
- Client Services
- Quality Control
- Cost Reduction
- Listening skills
- Attention to detail
- Excellent communication
- Service estimates
- Service recommendations
- Price quoting
Certification
- Occupational Used Vehicle Salesperson License, OL # S433288, 05/19/26
- A1 - Engine Repair
- A4 - Suspension & Steering
- A5 - Brakes
- A6 - Electrical/Electric Systems
- A8 - Engine Performance
Languages
English
Native or Bilingual
Timeline
Service Advisor
Shannon Family Automotive
05.2024 - Current
Service Director/Auto Sales & Rental Manager
Fremont & Purdon Automotive Group & Auto Sales
04.2019 - Current
Service Manager
Firestone Complete Auto
12.2015 - 08.2018
Light Line Technician
O'Meara Ford
04.2012 - 12.2015
Line Technician
Larry Miller Toyota
01.2009 - 03.2012
Automotive Technician
Firestone Complete Auto
05.2005 - 01.2009
High School Diploma -
Berthoud High School
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