ROGER CUNNINGHAM
Ellerslie
Summary
Dynamic Service Manager with a proven track record at Sons Automotive Group, enhancing operational efficiency and customer satisfaction. Skilled in employee training and development, I successfully increased service department productivity through strategic process improvements. Known for strong problem-solving abilities and fostering a positive team environment, I prioritize workplace safety and continuous improvement.
Service management professional known for high standards and results orientation. Proven track record in optimizing service processes and enhancing team performance. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic settings. Demonstrated expertise in team leadership and customer relationship management.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Service Manager
Sons Automotive Group
10.2021 - Current
- Supervised service department operations, ensuring adherence to quality standards and customer satisfaction.
- Developed training programs for technicians, enhancing skills and improving service efficiency.
- Managed scheduling and workflow for service team, optimizing resource allocation and reducing wait times.
- Implemented process improvements that increased service department productivity and streamlined operations.
- Coordinated with parts department to ensure timely availability of components for repairs, minimizing delay.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Monitored service staff performance and provided feedback for improvement.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
Automotive Service Consultant
Sons Automotive Group
10.2020 - 10.2021
- Guided customers through service offerings, addressing inquiries and ensuring satisfaction.
- Coordinated service appointments and managed workflow to optimize technician productivity.
- Analyzed customer feedback to identify trends and implement improvements in service delivery.
- Trained new staff on processes, enhancing team performance and service quality.
- Developed and maintained strong relationships with clients, fostering loyalty and repeat business.
- Oversaw daily operations, ensuring compliance with safety standards and company policies.
- Implemented follow-up procedures to ensure ongoing client engagement post-service visit.
- Maintained detailed records of all transactions, ensuring accurate invoicing and simplified warranty processing when necessary.
- Participated in regular team meetings to discuss customer feedback, improve operational processes, and share best practices among colleagues.
- Collaborated with technicians to ensure timely completion of repairs, resulting in higher customer retention rates.
- Managed inventory levels to ensure availability of parts for scheduled services, minimizing delays and downtime.
- Coordinated with suppliers for prompt delivery of parts needed, reducing wait times for customers.
- Oversaw facility maintenance tasks such as equipment upgrades or repairs for a safe working environment.
- Resolved customer complaints quickly and effectively, maintaining a high level of customer satisfaction.
- Efficiently managed time-sensitive situations by prioritizing tasks based on urgency without compromising quality.
Service Manager
Collie Autoworks
08.2010 - 09.2020
- Coordinated with parts department to ensure timely availability of components for repairs, minimizing delays.
- Monitored performance metrics, identifying trends to drive continuous improvement initiatives within the team.
- Led customer feedback initiatives, utilizing insights to enhance service offerings and client relationships.
- Collaborated with upper management on strategic planning for service enhancements and operational growth.
- Maintained excellent customer satisfaction
- Increased business by 50%
Service Manager
ALED AUTO and FLEET
09.2007 - 03.2009
- 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.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Implemented strategies to increase customer service satisfaction ratings.
- Implemented inventory management systems to reduce costs and increase efficiency in the service department.
- 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.
Assistant Manager
Nissan of Santa Rosa
06.2005 - 08.2007
- Led cross-functional teams to enhance operational efficiency and achieve strategic goals.
- Developed training programs for staff, improving service delivery and employee performance.
- Implemented process improvements, resulting in streamlined operations and reduced costs.
- Analyzed performance metrics to identify trends and inform strategic decision-making.
Education
Associate of Applied Science - Automotive Managment
General Motors UNi
Warren, MIAssociate of Science - Automotive Technology
College of Marin
Greenbrae, CA06-1982
High School Diploma -
Novato High School
Novato, CA01-1980
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Employee training and development
- Time management
- Reliable and responsible
- Trustworthy and honest
- Workplace safety
- Employee supervision
- Operational efficiency
- Risk management
- Continuous improvement
Certification
- CM - Certified Manager Certification
- Certified Service advisor, ASE - current
Languages
English
Full Professional
Timeline
Service Manager
Sons Automotive Group
10.2021 - Current
Automotive Service Consultant
Sons Automotive Group
10.2020 - 10.2021
Service Manager
Collie Autoworks
08.2010 - 09.2020
Service Manager
ALED AUTO and FLEET
09.2007 - 03.2009
Assistant Manager
Nissan of Santa Rosa
06.2005 - 08.2007
Associate of Applied Science - Automotive Managment
General Motors UNi
Associate of Science - Automotive Technology
College of Marin
High School Diploma -
Novato High School