PROFESSIONAL EXPERIENCE

O’Dwyer Group, Thermo King Eastern Canada
Regional Customer Service Manager, Jun 2019 to Mar 2020

Streamlined optimal efficiency of operational processes and procedures along with leading team members and advisors to ensure attainment of set objectives as well as sales targets.

Interacted with multiple customers to achieve complete customer satisfaction by adhering to client specific requirements. Aided large fleet through development and execution of robust solutions. Addressed and ensured timely resolution of staff queries/concerns by conducting quarterly meetings with service department front-end. Oversaw and maintained execution of organizational activities in compliance with industry regulations, restrictions, and laws. Conducted regular audits to ensure delivery of highest-level customer services in accordance with prescribed standards.
Key Contributions:
▪ Held concurrent responsibility of performing multiple key tasks, including setting up and maintaining service desk, supervising team members, and assessing the efficiency of associated processes.
▪ Steered optimum implementation and delivery of exceptional customer services by establishing robust relationships with multiple customers along with efficiently managing customer complaints.
▪ Enhanced productivity and customer service through resolution of complex service desk problems along with improving current service desk methodologies.
▪ Developed and assessed implementation of service department KPIs as well as monitored overall team duties/tasks.

Morguard Group, Meadowvale Ford
Service Manager, Oct 2018 to Sep 2019

Directed multiple key processes in strengthening company image along with identifying and securing profitable opportunities to accelerate organizational productivity.

Identified and timely resolved complex automotive issues and services through collaboration with various customers. Assessed multiple problematic areas by conducting regular inspections, taking test drives, monitoring vehicle maintenance records, and developing repair orders as per customer specific requirements.
Key Contributions:
▪ Liaised with Ford Canada to ensure timely resolution of customer issues and recommended utilization of preventative maintenance service measures to keep cars running at peak performance.
▪ Established strengthened relationships with multiple customers through effective communication and accurately delivering product/services information.
▪ Upheld major responsibility of creating and managing new accounts whilst, maintaining top percentile of CSI scores.

Marino’s Automotive Group, Jaguar Land Rover Metro West
Assistant Service Manager, Jun 2017 to Oct 2018

Strategically analyzed and resolved automotive issues/problems and services by liaising with customer queries by conducting inspection as well as performed test drives.
Ensured accurate documentation along with monitoring of overall maintenance records and preparing repair orders in compliance with customer requirements/recommendations. Reviewed and verified vehicle warranty coverage whilst, defining provisions and exclusions.
Key Contributions:
▪ Successfully accomplished new and wide range of requests whilst, further identifying profitable opportunities in adding value to job accomplishments.
▪ Spearheaded attainment and maintenance of exceptional customer services by addressing customer needs across dealerships.

Toyotoshi Group, Dixie Toyota
Assistant Service Manager, Mar 2014 to May 2017

Oversaw optimum execution of operational procedures to enhance productivity and engaged with various customers on a daily basis and provided accurate product/service information.
Efficiently managed used car inventory and ensured execution of overall health and safety standards. Coached and trained apprentices to become licensed technicians as well as formulated work schedule. Conducted weekly advisor and quarterly meetings with service department front-end further elaborating goals, objectives, and issues within drive-thru.
Key Contributions:
▪ Enhanced departmental productivity and professional development whilst, addressing to and resolving staff concerns as well as escalated percentile of CSI scores.
▪ Held concurrent responsibility of implementing preventative maintenance services to keep cars running at peak performance whilst, adhering to customer needs within the dealership.

Globe Travels
Corporate Account Manager, Oct 2009 to Jan 2013

Secured new business clients through the utilization of various means, including purchased lists, referrals, door to door, email, telephone, and networking as well as development and execution of major strategies.
Upheld major responsibility of managing, maintaining, and expanding existing client departmental portfolio along with preparing travel reports. Accurately documented and maintained an online booking tool as well as record of business information regarding, current and former clients, prospects, and industrial and numeric details. Led and trained team of subordinate travel professionals after recruitment whilst, successfully maintaining portfolio of qualified group accounts.
Key Contributions:
▪ Gained recognition and appreciation by qualifying for bonuses, incentives, rewards, and awards from major suppliers across the travel industry, adhering outstanding performance.
▪ Successfully negotiated, created, and executed ‘ready to go’ group packages to fulfil requirements of specific sectors, groups, and interests as identified by business Directors.
▪ Established robust relationships/alliances with major operators, suppliers, and merchants as well as negotiated appropriate rates for accelerating profit margins.

Career Note
Senior Corporate Manager, Rogers Communication Incorporation, Toronto ON (Oct 2009 to Jan 2013)
Assistant Manager, Technosys Incorporation, Mississauga ON (Sep 2007 to Sep 2009)

Additional Experience
Computer Technician, Computer Time, Mississauga ON

EDUCATION AND CREDENTIALS
Bachelor’s Degree in Business
Sheridan College, Oakville Ontario

Professional Development
Diploma in Travel and Tourism, Sheridan College

Licensure
Private Pilot’s License (PPL)

Certification
First Aid, Smart Serve and Canada’s Safety Council

Technical Proficiency
Microsoft Office Suite | DIS and PBS Systems | ADP and CDK Drive | Amadeus | Reynolds & Reynolds