Stephaney Lewis
Mesa
Summary
Dynamic Service Manager with a proven track record at Phoenix Rising Automotive, excelling in customer service management and conflict resolution. Enhanced service delivery through process improvements, achieving increased repeat business. Proficient in inventory management and technical troubleshooting, fostering strong client relationships to drive satisfaction and loyalty.
Overview
14
14
years of professional experience
Work History
Service Manager
Phoenix Rising Automotive
10.2018 - 07.2023
- Oversaw daily operations, ensuring efficient service delivery and customer satisfaction.
- Managed team performance, providing training and support to enhance skill sets.
- Implemented process improvements that streamlined workflow and reduced service turnaround times.
- Developed and maintained strong relationships with clients, addressing concerns promptly and effectively.
- Coordinated inventory management, optimizing stock levels to meet demand without excess waste.
- Ensured compliance with safety regulations and company policies in all operational activities.
- 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.
- 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.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Service Manager
Evolution Automotive
08.2016 - 10.2017
- Oversaw daily operations of service department to ensure seamless workflow and customer satisfaction.
- Trained and mentored new technicians on repair processes and customer service standards.
- Conducted quality control inspections to maintain high standards in vehicle repairs and maintenance services.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
- Met with customers to discuss service needs and offer available solutions.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Developed and maintained strong relationships with suppliers, ensuring timely delivery of parts and materials, which minimized service disruptions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Commercial Sales Manager
Oreily's Auto Parts
07.2013 - 08.2016
- Managed team performance to ensure alignment with company objectives and customer satisfaction.
- Trained and mentored sales staff to improve product knowledge and customer engagement techniques.
- Developed strong relationships with key clients, leading to long-term business growth and increased brand loyalty.
- Fostered a positive team environment, creating an atmosphere of mutual support and encouragement that contributed to improved overall performance.
- Achieved sales targets consistently, demonstrating a strong commitment to company goals and objectives.
- Provided exceptional customer service throughout the entire sales process, ensuring client satisfaction from initial contact through post-sale follow-up efforts.
- Motivated team to meet and exceed sales goals.
- Conducted regular client meetings to ensure satisfaction with products or services, addressing any concerns proactively to maintain strong relationships.
- Built relationships with customers and community to establish long-term business growth.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Store Manager
BrakeMasters
02.2009 - 06.2013
- Managed inventory levels, conducting audits to minimize shrinkage and optimize stock.
- Implemented promotional strategies to boost sales and customer engagement.
- Developed and maintained relationships with vendors to ensure timely product availability.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Optimized checkout process to reduce wait times, improving customer satisfaction scores.
- Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Education
No Degree - Photography
Maricopa Community Colleges, Mesa Community College
Mesa, AZSkills
- Multitasking and organization
- Problem-solving
- Customer service
- Reliable and responsible
- Customer service management
- Conflict resolution
- Workplace safety
- Documentation and reporting
- Crew leadership
- Service scheduling
- Service documentation
- Service quality management
- Technical troubleshooting
- Inventory management
- Cost estimates
- Preventive Maintenance
- Mechanical diagnostics
- Service delivery optimization
- Supply ordering
- Upselling
- Multiple priorities management
- Task delegation
- Proficient in AutoVitals, Shop-Ware, Alldata and many others
- ASE certification
- Vendor sourcing
- Verbal and written communication
Accomplishments
Achieved the highest gross profit company wide at my BrakeMasters location.
Built a customer base from the ground up at Phoenix Rising Automotive
Took a shop from being in debt to having all balances paid in full in less than one year at Evolution Automotive
Languages
Spanish
Limited Working
Timeline
Service Manager
Phoenix Rising Automotive
10.2018 - 07.2023
Service Manager
Evolution Automotive
08.2016 - 10.2017
Commercial Sales Manager
Oreily's Auto Parts
07.2013 - 08.2016
Store Manager
BrakeMasters
02.2009 - 06.2013
No Degree - Photography
Maricopa Community Colleges, Mesa Community College