Summary
Overview
Work History
Education
Skills
Timeline
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Philip Romano

Burlington

Summary

Experienced Customer Service Professional with over 25 years in delivering outstanding service across various industries. Skilled in resolving issues, enhancing customer satisfaction, and managing high-volume interactions. Known for strong communication, problem-solving abilities, and a commitment to creating positive customer experiences. Seeking to apply expertise in a dynamic role to drive success and customer satisfaction.

Overview

32
32
years of professional experience

Work History

Guest Service Manager

Audi Oakville
09.2023 - 08.2024
  • Oversaw the entire customer service process, from initial contact to post-service follow-up, ensuring a seamless and exceptional experience for every visitor.
  • Resolved customer concerns and issues promptly and professionally, maintaining high levels of customer satisfaction and loyalty.
  • Directed a team of service advisors and support staff, providing ongoing training and professional development to ensure high performance and job satisfaction.
  • Monitored and analyzed service department performance metrics, reporting regularly to senior management on progress and areas for improvement.

Automotive Service Manager

Volvo Metro West
10.2013 - 05.2023
  • Managed a team of service advisors and technicians, providing coaching, training, and performance evaluations to ensure high service standards and team cohesion.
  • Developed and implemented staff schedules and training programs to meet service demands and support professional growth.
  • Addressed and resolved customer concerns and complaints with professionalism and efficiency, fostering long-term customer relationships and loyalty.
  • Championed initiatives to enhance service quality, reduce cycle times, and increase customer satisfaction scores.
  • Managed service department budget, including labor costs, parts, and supplies, to ensure profitability and cost-effectiveness.

Automotive Service Department Manager/ Service Advisor

Land Rover Metro West Toronto
05.1995 - 01.2013
  • Acted as the primary point of contact for customers, providing expert advice on vehicle maintenance, repairs, and service options.
  • Ensured clear communication with customers regarding service estimates, repair timelines, and progress updates, fostering a positive service experience.
  • Assisted the Service Manager in overseeing daily operations of the service department, including workflow management and staff coordination.
  • Followed up with customers post-service to ensure satisfaction and address any additional needs or concerns.

Restaurant Franchise General Accountant

Dinnerex Incorporated
04.1992 - 01.1994
  • Managed general ledger entries, ensuring accuracy and compliance with accounting standards and company policies.
  • Oversaw accounts payable and receivable processes, including invoice processing, payment disbursements, and reconciliation of vendor statements.
  • Conducted regular bank reconciliations and maintained accurate records of cash transactions and financial data.

Education

Business Administration Diploma - Business Administration

Humber College
Toronto, ON

Skills

  • Strong communication and interpersonal skills
  • Advanced problem-solving and conflict resolution
  • Excellent organizational and multitasking abilities
  • Effective communication skills for reporting and collaborating with management

Timeline

Guest Service Manager

Audi Oakville
09.2023 - 08.2024

Automotive Service Manager

Volvo Metro West
10.2013 - 05.2023

Automotive Service Department Manager/ Service Advisor

Land Rover Metro West Toronto
05.1995 - 01.2013

Restaurant Franchise General Accountant

Dinnerex Incorporated
04.1992 - 01.1994

Business Administration Diploma - Business Administration

Humber College

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Philip Romano