Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
References
Timeline
Generic

Herman Sim

Markham,ON

Summary

Highly skilled Service Manager with relevant background in leading customer-focused teams and implementing effective service strategies. Strong managerial capabilities, including team leadership, problem-solving skills, and a keen ability to multitask under pressure. Demonstrated success in improving customer satisfaction levels, streamlining operations, and fostering positive work environments.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Service Manager

Markham Infiniti
Unionville, Ontario
10.2022 - Current
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Monitored service performance metrics to identify areas of improvement.
  • Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
  • Hired and trained service department staff to drive performance.
  • Analyzed business performance data and forecasted business results for upper management.

Senior Service Advisor

Mercedes-Benz Canada
Toronto, ON
06.2010 - 10.2022
  • Provided customer service and advice to clients regarding vehicle maintenance and repair.
  • Developed comprehensive service plans for customers' vehicles, including cost estimates and timelines.
  • Conducted detailed inspections of vehicles to identify potential issues or safety hazards.
  • Trained new staff members on proper procedures for servicing customer vehicles.
  • Attended regular training sessions provided by manufacturers in order to stay current on product updates.
  • Reviewed customer feedback surveys regularly in order to identify areas of improvement within the service department.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Developed and implemented project plans, schedules and budgets.

Assistant Service Manager

Pickering Honda
Pickering, Ontario
06.2005 - 06.2010
  • Provided customer service and advice to clients regarding vehicle maintenance and repair.
  • Identified opportunities for upselling services and recommended them to customers accordingly.
  • Answered phone calls and responded to questions and concerns.
  • Assisted in developing service strategies and budgets to meet customer satisfaction goals.
  • Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.

Education

College Diploma - Automotive Technology

Centennial College of Applied Arts And Technology
Scarborough, ON
06-1995

Skills

  • Customer Service Management
  • Work Planning and Prioritization
  • Business Development
  • Team Leadership
  • Continuous Improvement
  • B2B and SaaS Proficient
  • Employee Training and Development
  • Project Planning

Certification

  • Lean Six Sigma Yellow Belt Certification - Six Sigma Global Institute
  • Leadership Development Program Certifications – HR4
  • Workplace Hazardous Materials Information System (WHMIS) Certificate - Canadian Centre for Occupational Health and Safety or equivalent in other countries.

Languages

English
Professional
Cantonese
Professional

Accomplishments

  • Producer of Canada's Largest Import Car Show - DarkKnights
  • Creator of SGR (Sweetie Girl Racing)
  • Service Advisor Level 2 (Class Valedictorian)
  • Honda Canada Gold Level Service Advisor
  • Mercedes-Benz AMG Trained
  • Mercedes-Benz Canada Project Lead - Vehicle Fleet and Compliance
  • Infiniti Canada FRFT (Fix Right First Time) - Top 1% 2003
  • Infiniti Canada Pillar Award - Top 3 (3rd Quarter 2003)

References

References available upon request.

Timeline

Service Manager

Markham Infiniti
10.2022 - Current

Senior Service Advisor

Mercedes-Benz Canada
06.2010 - 10.2022

Assistant Service Manager

Pickering Honda
06.2005 - 06.2010

College Diploma - Automotive Technology

Centennial College of Applied Arts And Technology

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Herman Sim