Kevin Cost
Ottawa,ON
Summary
Dedicated to driving operational efficiency and reducing costs. Strong leader and problem-solver with a focus on streamlining operations. Leveraging independent decision-making skills and sound judgment to make a positive impact on company success.
Overview
12
12
years of professional experience
Work History
Service Manager
Myers Barrhaven Volkswagen
01.2022 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- 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.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
Service Advisor/Warranty Administrator
Myers Barrhaven Toyota
06.2019 - 01.2022
- Contributed to business growth by confirming customer satisfaction with service and quality
- Immediately escalated incidents to remain compliant with company's standard procedures and processes
- Recommended additional services to customers to ensure overall product and service quality based on vehicle needs
- Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
- Set up repair appointments to meet customer needs and resolve key concerns
- Documented and scoped actions taken to resolve issues after service calls
- Maintained revenue streams by exhausting every option before offering refunds
- Kept detailed records of customer accounts, including actions taken, issues resolved and vehicle information
- Improved service quality and increased sales by developing strong knowledge of company's products and services.
Product Advisor
Toyota Canada Inc
08.2018 - 06.2019
- Developed and deepened strong customer relationships based on exceptional service
- Maintained consistent record of achieving or exceeding sales targets
- Set up contracts, completed sales and outlined ongoing service options
- Demonstrated products to customers, discussed features and redirected objections to capture sales
- Recommend vehicles to customers based on needs and preferences
- Educated customers on product and service offerings
- Identified appropriate solutions to minimize issues and quickly solve problems
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
Service Advisor
Otto's BMW
06.2012 - 06.2019
Education
High School -
St. Mother Teresa High School Ottawa
Ottawa, ONBusiness Marketing -
Algonquin College Ottawa
Ottawa, ONSkills
- SALES PRESENTATIONS
- DATABASE ADMINISTRATION
- DATABASE
- CORRESPONDENCE
- ORDER PROCESSING
- Communications
- Marketing
- Microsoft Excel
- Photoshop
- Sales
- Retail sales
- Business Development
- Excel
- Management
- Auto Service Management
- User training
- Production control
- Activity organization
- Service prioritization
- Database administration
- Complaint resolution
- Process and procedure development
- Correspondence management
- Recordkeeping and reporting
- Customer assistance
- Sales presentations
- Cost analysis and savings
- Performance improvements
- Task delegation and prioritization
- Product recommendations
- Order processing
- Privacy and confidentiality
- Business growth and retention
- Positive Attitude
- Team Leadership
- Multitasking and Organization
- Critical Thinking
- Employee Training and Development
- Conflict Resolution
- KPI Monitoring
- Staff Management
- Coaching and Mentoring
- Client Retention Strategies
- Process Implementation
- Forecasting
Languages
English
Full Professional
German
Professional Working
Timeline
Service Manager
Myers Barrhaven Volkswagen
01.2022 - Current
Service Advisor/Warranty Administrator
Myers Barrhaven Toyota
06.2019 - 01.2022
Product Advisor
Toyota Canada Inc
08.2018 - 06.2019
Service Advisor
Otto's BMW
06.2012 - 06.2019
High School -
St. Mother Teresa High School Ottawa
Business Marketing -
Algonquin College Ottawa
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