Wayne Larrison Jr
Kingsland
Summary
Highly motivated Service Manager with 5 plusyears of [Industry] experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels.
Overview
7
7
years of professional experience
Work History
Service Manager
Auto Pros
10.2021 - Current
- 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.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- 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.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- 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.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Shift Lead
Owens Corning
10.2019 - 10.2021
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Trained new employees on company policies, procedures, and best practices for optimal performance.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
- Enforced company policies and regulations with employees.
- Mentored team members in professional development activities that ultimately led to promotions within the organization.
- Cultivated an inclusive workplace culture that fostered teamwork and collaboration among diverse employees.
- Collaborated with management to develop strategies for improving overall store operations.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Frequently inspected production area to verify proper equipment operation.
Owner/Operations Manager
L and L Heavy Duty Repair
10.2017 - 10.2019
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Collaborated with team members to troubleshoot complex automotive issues efficiently and effectively.
- Streamlined appointment scheduling processes for improved customer convenience and reduced wait times.
- Increased customer satisfaction by implementing efficient diagnostic and repair processes.
- Developed comprehensive preventive maintenance programs to reduce vehicle downtime for customers.
- Enhanced workshop productivity by optimizing workspace layout and investing in state-of-the-art tools and equipment.
- Ensured high-quality repairs by staying up-to-date on industry trends, technology advancements, and best practices.
- Prioritized outstanding customer service by going above-and-beyond to exceed client expectations consistently.
- Expanded clientele through effective marketing strategies and strong customer relationships.
- Built a loyal customer base with exceptional communication skills, addressing concerns promptly and professionally.
- Maximized profits with careful budget management, monitoring expenses closely to minimize overhead costs.
- Maintained a safe work environment by enforcing strict safety protocols and procedures.
- Contributed to community goodwill by participating in local events or fundraisers as well as offering discounts or services to public servants such as police officers and firefighters.
- Upheld rigorous quality control standards by conducting thorough inspections of completed repairs before releasing vehicles back to customers.
- Analyzed vehicle data using advanced diagnostic equipment.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Inspected damaged vehicles to estimate repair labor cost and required parts expense.
- Coordinated with parts department to determine availability of necessary components.
Education
High School Diploma -
Camden County High School
Kingsland, GA06-2009
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Customer service management
- Time management
- Conflict resolution
- Goal oriented
- Workflow management
- Team collaboration and leadership
- Trustworthy and honest
- Employee relations
- Workplace safety
- Crew leadership
- Employee supervision
- Work Planning and Prioritization
- Operational efficiency
- Quality control
- Project management
- Rapport building
- Flexible schedule
- Supply ordering
- Heavy equipment operation
- Maintenance and repair
Timeline
Service Manager
Auto Pros
10.2021 - Current
Shift Lead
Owens Corning
10.2019 - 10.2021
Owner/Operations Manager
L and L Heavy Duty Repair
10.2017 - 10.2019
High School Diploma -
Camden County High School
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