Marlon Nathan
North Baldwin,NY
Summary
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service. Hardworking employee enthusiastic about learning Service Advising and Auto repair field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.
Overview
21
21
years of professional experience
Work History
Service Advisor
Pep Boys
05.2016 - 10.2023
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- 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.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in fast-paced environment.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout entire service process.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- 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.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Maintained up-to-date knowledge of product and service changes.
Service Manager Store 0247
Pep Boys
01.2007 - 05.2016
- 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 team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Monitored inventory levels and placed orders to replenish stock.
- Analyzed service reports to identify areas of improvement.
- Maintained safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Mentored junior technicians, fostering positive team dynamic that encouraged knowledge sharing and skill development.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Assistant Service Manager
Pep Boys
09.2006 - 01.2007
- 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 team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Coordinated schedules and assigned work orders to maximize productivity within service department.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Established positive working environment through fostering teamwork, providing support during challenging situations, and celebrating individual achievements.
- Served as knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
- Monitored budgetary constraints closely to ensure cost-effective management of labor, parts inventory, and other resources.
- Ensured compliance with industry regulations by staying informed about changes in legislation or standards related to automotive repair services.
- Guided techs on automotive repair, tool usage, and equipment operation.
- Trained new less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service.
Service Advisor
Pep Boys
01.2005 - 09.2006
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- 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 fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout entire service process.
Service Advisor
BMW Of Brooklyn
05.2005 - 09.2005
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- 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.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
Service Advisor
Toyota Of Manhattan
06.2004 - 09.2004
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in fast-paced environment.
Service Advisor
Strauss Discount Automotive
04.2003 - 06.2004
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
Education
Certificate - Engine Rebuilding
Cooperative Technical Education
Manhattan, New York, USA06.2010
Certificate - Automotive Mechanics
Cooperative Technical Education
Manhattan, New York, USA01.2006
Certificate - Automotive Electricity
Cooperative Technical Education
Manhattan, New York, USA01.2005
Skills
- Customer Service
- Computer Skills
- Multitasking and Organization
- Vehicle assessment
- Strong Work Ethic
- Attention to Detail
- Excellent Communication
- Technical knowledge
- Goal-oriented mindset
- Ability to create a harmonious working environment with staff
- Calm demeanor in complex and challenging situation
- Good at imparting knowledge to other staff members
Languages
English
Native or Bilingual
Additional Information
I had a very successful tenure as a Service Manager: Never had a negative year of Sales and Out perform all other colleagues (over 800 locations) in the company by taking the store I managed to the number 1 spot in the company.
As a Service Advisory i was always ranked as one of the top performers in the district.
Timeline
Service Advisor
Pep Boys
05.2016 - 10.2023
Service Manager Store 0247
Pep Boys
01.2007 - 05.2016
Assistant Service Manager
Pep Boys
09.2006 - 01.2007
Service Advisor
BMW Of Brooklyn
05.2005 - 09.2005
Service Advisor
Pep Boys
01.2005 - 09.2006
Service Advisor
Toyota Of Manhattan
06.2004 - 09.2004
Service Advisor
Strauss Discount Automotive
04.2003 - 06.2004
Certificate - Engine Rebuilding
Cooperative Technical Education
Certificate - Automotive Mechanics
Cooperative Technical Education
Certificate - Automotive Electricity
Cooperative Technical Education
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