Teresa Findlay
Fixed Operations Manager
Calgary,AB
Summary
Experienced Fixed Operations Manager skilled in overseeing operations for efficiency and customer satisfaction. Successfully managed daily operations, implemented process improvements, and increased customer retention, efficiency, and profitability. Demonstrates strong leadership, problem-solving skills, and fosters team collaboration for operational excellence.
Overview
21
21
years of professional experience
Work History
Fixed Operations Manager
Valentine Volvo
01.2020 - 12.2024
- Built, managed, and mentored a high-performing Parts and Service department(Fixed Operations) of over 35 employees with focus on customer retention, efficiency and productivity.
- Prepared monthly reports outlining key metrics and KPI's.
- Reviewed financial statements, sales reports, and other performance data to measure productivity.
- Identified and implemented process improvements necessary to increase overall efficiency, profitability, and customer retention within the departments.
- Established performance standards for all employees in order to maximize customer satisfaction, productivity and efficiency.
- Conducted regular meetings with team members to review progress toward goals, identify challenges, and share best practices.
- Cultivated a positive working environment that encouraged teamwork and collaboration among all staff members and departments.
Assistant Service Manager
Valentine Volvo
11.2009 - 12.2019
- Trained 10 less-skilled/new front end service staff on standards, efficiency, and conflict resolution for best-in-class customer service.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Enhanced team efficiency by implementing streamlined procedures for daily operations.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
Master Service Advisor
Valentine Volvo
06.2004 - 11.2009
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
Education
Some College (No Degree) -
Laurentian University
Sudbury, ONSkills
Scheduling and coordination
Clear and concise communication
Proficient in organization techniques
Service excellence
Process optimization expertise
Health compliance management
Operational efficiency enhancement
Key performance indicator management
Operational improvement
Additional Information
NCM High Line 20 Group Chairperson.
Advisory Board AST program SAIT.
Volunteer, Calgary Zoo, Feed the Hungry, BB4K (Brown bag for kids).
North American VISTA Finalist 2012, 2014, 2016, 2018.
Timeline
Fixed Operations Manager
Valentine Volvo
01.2020 - 12.2024
Assistant Service Manager
Valentine Volvo
11.2009 - 12.2019
Master Service Advisor
Valentine Volvo
06.2004 - 11.2009
Some College (No Degree) -
Laurentian University