Michael Falanga
Newnan,GA
Summary
Dynamic leader with a proven track record at Automamnia, enhancing operational efficiency and fostering teamwork. Excelled in staff training/development and customer relations, achieving significant improvements in service delivery. Implemented innovative strategies, resulting in a notable increase in productivity. Skilled in conflict resolution and inventory management, I drive growth and exceed goals with professionalism and active listening.
Professional in fixed operations management, bringing valuable experience in optimizing service departments and boosting operational efficiency. Known for driving process improvements and fostering collaborative team environment. Reliable and adaptable, ensuring seamless operations and consistent results.
Experienced with overseeing fixed operations, driving efficiency and service quality. Utilizes leadership and problem-solving skills to manage daily operations and implement improvements. Track record of fostering team collaboration and achieving operational excellence.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Knowledgeable sales with solid background in overseeing fixed operations, ensuring efficiency and customer satisfaction. Managed daily operations and implemented process improvements that enhanced service quality. Demonstrated strong leadership and problem-solving skills, fostering team collaboration and operational excellence.
Overview
29
29
years of professional experience
Work History
Fixed Operations Manager/Assistant General Manager
Automamnia
09.2023 - Current
- Implemented customer retention strategies for long-term business growth and positive brand reputation.
- Optimized inventory management to minimize costs without compromising parts availability or service quality.
- Increased revenue by identifying upselling opportunities and fostering strong client relationships.
- Managed warranty claims efficiently to ensure timely resolution of issues while minimizing financial impact on the dealership.
- Negotiated favorable contracts with suppliers to secure competitive pricing on parts and equipment purchases.
- Established robust performance metrics for monitoring progress towards departmental targets and objectives.
- Collaborated with sales teams to promote a seamless transition from vehicle purchase to after-sales support.
- Improved customer satisfaction by implementing efficient service processes and staff training programs.
- Identified areas for improvement in operations through regular process audits, resulting in cost savings and increased productivity.
- Cultivated partnerships with local businesses for cross-promotional marketing efforts that benefited both parties financially as well as enhanced community goodwill.
- Reduced repair cycle times through streamlined workflows and effective resource allocation.
- Balanced short-term operational needs with long-term strategic planning, ensuring a consistently high level of performance in the face of changing business conditions or industry trends.
- Maintained open lines of communication with manufacturers regarding technical updates, recalls, or other relevant information affecting dealership operations or customers'' vehicles.
- Fostered a culture of continuous improvement within the fixed operations department by encouraging employee feedback and implementing best practices from other successful dealerships or industries.
- Coordinated schedules between service technicians, advisors, and customers for optimal utilization of resources, maximizing customer satisfaction.
- Implemented employee recognition programs to boost morale and improve retention rates among service technicians and advisors.
- Enhanced team performance with regular coaching, feedback, and professional development opportunities.
- Ensured compliance with industry regulations, safety standards, and company policies at all times.
- Developed annual budgets, allocating resources effectively to maximize profitability and operational efficiency.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Fixed Operations Director
Carver Toyota
08.2022 - 08.2023
- Spearheaded marketing initiatives to increase customer awareness of dealership services and promotions.
- Negotiated and finalized profitable contracts.
- Ensured compliance with all industry regulations and manufacturer guidelines through diligent monitoring of procedures and documentation.
- Collaborated with suppliers in development and implementation of improvement plans, promotional strategies, and customer services optimization.
- Analyzed operational data to identify areas of improvement, implementing targeted action plans for continuous growth.
- Improved repair order turnaround time by optimizing scheduling procedures for increased workflow efficiency.
- Cultivated strong internal, customer, and manufacturer relationships.
- Monitored financial performance through daily reports.
- Boosted customer satisfaction by implementing efficient service processes and streamlining communication between departments.
- Created a positive workplace culture by promoting teamwork, open communication, and professional development opportunities among staff members.
- Oversaw facility maintenance projects to ensure safe, clean, and organized work environments for employees and customers alike.
- Checked employee and resource utilization for each department.
- Ensured consistent, high-quality customer service by implementing standardized processes and performance expectations across the fixed operations team.
- Negotiated vendors contracts and delivery schedules.
- Enhanced employee productivity by conducting regular evaluations, providing constructive feedback, and arranging relevant training programs.
- Teamed up with sales and parts specialists in project planning and deliveries to achieve on-time and within budget completion.
- Resolved escalated customer complaints promptly and professionally, maintaining a high level of client satisfaction.
- Supervised mechanics, service advisors and sales personnel.
- Established strong relationships with manufacturers and vendors to negotiate favorable pricing on parts and services.
- Provided staff training, coaching and mentoring to effectively implement best practices and new policies or programs.
- Managed team of service advisors, technicians, and support staff for optimal performance in daily operations.
- Introduced new technology solutions into daily workflows, enhancing overall operational effectiveness.
Service Director
ALM Kia South
01.2019 - 07.2022
- Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
- Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
- Forged strong partnerships with external stakeholders as well as maintained healthy relations with clients.
- Spearheaded initiatives to increase customer loyalty through exceptional service experiences, driving repeat business and positive word-of-mouth referrals.
- Managed budgets and resources, ensuring optimal allocation for maximum impact on service delivery outcomes.
- Introduced innovative solutions to streamline internal processes which resulted in enhanced overall efficiency.
- Ensured compliance with industry regulations and standards, maintaining a safe working environment for staff and customers alike.
- Improved customer satisfaction by implementing efficient service processes and streamlining communication channels.
- Championed the adoption of new technologies that streamlined workflows, improving response times without sacrificing quality or accuracy.
- Resolved escalated client issues promptly and effectively by leveraging strong interpersonal skills and sound judgment in decision making processes.
Service Director
City of Fairburn
08.2015 - 12.2018
- Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
- Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
- Forged strong partnerships with external stakeholders as well as maintained healthy relations with clients.
- Managed budgets and resources, ensuring optimal allocation for maximum impact on service delivery outcomes.
- Introduced innovative solutions to streamline internal processes which resulted in enhanced overall efficiency.
- Ensured compliance with industry regulations and standards, maintaining a safe working environment for staff and customers alike.
- Developed and executed strategic plans for service delivery, resulting in increased efficiency and reduced costs.
- Resolved escalated client issues promptly and effectively by leveraging strong interpersonal skills and sound judgment in decision making processes.
Automotive Service Manager
Autonation Honda
11.2011 - 07.2015
- Reduced wait times for customers by optimizing scheduling and resource allocation within the service department.
- Consistently met or exceeded monthly performance targets set by upper management in terms of revenue generation, customer satisfaction ratings, and operational efficiency metrics.
- Managed a team of automotive technicians, ensuring timely completion of repairs and adherence to quality standards.
- Developed strong relationships with vendors, securing competitive pricing on parts and supplies for the repair facility.
- Maintained accurate records of all repairs performed, ensuring proper documentation for warranty claims and future reference for clients.
- Assisted in budget preparation and forecasting activities, ensuring optimal resource allocation to achieve financial objectives.
- Maximized revenue generation by upselling additional services to customers based on vehicle needs and manufacturer recommendations.
- Established a culture of continuous improvement within the service department by regularly soliciting feedback from staff members regarding potential areas for process enhancement or cost reduction measures.
- Conducted thorough evaluations of technician performance, providing constructive feedback and coaching to improve overall productivity.
- Ensured compliance with all relevant federal, state, and local regulations governing automotive repair facilities, maintaining necessary licenses and certifications.
- Streamlined internal communication channels among front office staff, service advisors, technicians, and parts personnel, fostering a collaborative work environment.
- Increased customer satisfaction by implementing efficient service processes and streamlining communication between technicians and clients.
General Manager of Operations
Jiffy Lube International
06.2010 - 11.2011
- Enhanced customer satisfaction with proactive communication, timely issue resolution, and continuous process improvement initiatives.
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems, and procedures.
- Developed high-performing teams through effective coaching, mentoring, and performance management strategies.
- Established standard operating procedures that enhanced employee performance.
- Drove revenue growth by identifying new business opportunities and forging strategic partnerships.
- Ensured compliance with industry regulations, company policies, and best practices within all areas of operation.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented technology upgrades which resulted in increased workflow efficiency.
- Trained, coached and mentored staff to support smooth adoption of new JLI brake program.
Service Center Manager
Brakes 4 Less
02.1996 - 06.2010
- Established performance goals for staff, providing ongoing feedback and coaching to drive success.
- Resolved escalated customer issues promptly, strengthening customer loyalty in the process.
- Promoted a positive work culture by fostering open communication channels among team members.
- Presented budgets and performance reports to corporate offices.
- Trained new staff members on company policies and center expectations.
- Improved customer satisfaction by implementing efficient service center processes and procedures.
- Enhanced team performance by providing regular training and development opportunities.
- Managed budgets and resources effectively, ensuring profitability of the service center.
- Actively participated in industry conferences and networking events to stay current on market trends and best practices in service center management.
- Maintained a safe working environment by enforcing strict safety protocols and guidelines.
Education
No Degree - Automotive Management
Tennessee Technological University
Memphis, TN05-2022
Skills
- Operational efficiency
- Staff training and development
- Health and safety compliance
- Scheduling and coordination
- Facility maintenance
- Warranty administration
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Problem-solving abilities
- Multitasking Abilities
- Excellent communication
- Active listening
- Decision-making
- Customer relations
- Conflict resolution
- Goal setting
- Inventory tracking and management
- Professionalism
- Staff management
Timeline
Fixed Operations Manager/Assistant General Manager
Automamnia
09.2023 - Current
Fixed Operations Director
Carver Toyota
08.2022 - 08.2023
Service Director
ALM Kia South
01.2019 - 07.2022
Service Director
City of Fairburn
08.2015 - 12.2018
Automotive Service Manager
Autonation Honda
11.2011 - 07.2015
General Manager of Operations
Jiffy Lube International
06.2010 - 11.2011
Service Center Manager
Brakes 4 Less
02.1996 - 06.2010
No Degree - Automotive Management
Tennessee Technological University
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