Mark Burgess
Ontario
Summary
Accomplished Service Manager with a proven track record at Firestone Complete Auto Care, BRO, enhancing operational efficiency and customer satisfaction. Skilled in strategic business planning and bilingual communication, successfully managed teams to exceed performance targets. Expert in supply procurement and productivity monitoring, achieving significant improvements in service delivery and profitability.
Overview
24
24
years of professional experience
Work History
Service Manager
Firestone Complete Auto Care, BRO
Buena Park, CA
08.2022 - Current
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Negotiated with vendors to secure best prices for parts and supplies.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Service Advisor
Castrol Premium Lube Express
Covina, CA
10.2014 - 08.2022
- Maintained high customer satisfaction standards to meet or exceed targets.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated customer complaints to identify cause of malfunctions.
- Repaired and replaced worn and damaged components.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
Manager
Ez Lube
Lake Havasu City, AZ
06.2001 - 09.2014
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
Education
High School Diploma -
Narbonne High School
Harbor City, CA06-2000
Skills
- Productivity monitoring
- Bilingual English and Spanish
- Strategic business planning
- Supply procurement
Timeline
Service Manager
Firestone Complete Auto Care, BRO
08.2022 - Current
Service Advisor
Castrol Premium Lube Express
10.2014 - 08.2022
Manager
Ez Lube
06.2001 - 09.2014
High School Diploma -
Narbonne High School