Tracy Smith
Elizabethtown
Summary
Proven leader in service management with a focus on enhancing customer satisfaction and operational efficiency. Expertise in problem resolution, employee training, and process improvement.
Overview
22
22
years of professional experience
Work History
Service Manager
Big M Chevrolet
Radcliff, KY
09.2004 - Current
- Led service team to enhance customer satisfaction and loyalty through effective communication and problem resolution.
- Implemented streamlined processes for service scheduling, improving operational efficiency and reducing wait times.
- Developed training programs for new technicians, fostering skill development and adherence to quality standards.
- Monitored service department performance metrics, identifying areas for improvement to achieve high productivity levels.
- Collaborated with sales team to align service offerings with customer needs, driving revenue growth and retention strategies.
- Conducted regular staff meetings to promote teamwork, share updates, and address challenges within the service department.
- Evaluated customer feedback to refine service protocols, enhancing overall service delivery and client experiences.
- Resolved customer complaints in professional and timely manner.
- 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.
- Coordinated with other departments to maintain streamlined and productive workflow.
- 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.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Fixed Operations Director
The Kia Store/Big M CPO
Elizabethtown, KY
03.2010 - 10.2018
- While at Big M, I managed Fixed Operations at sister stores The Kia Store and Big M Certified pre-owned during periods they were in need of my expertise
- Directed operational strategies to enhance service efficiency and customer satisfaction.
- Managed fixed operations team, promoting continuous improvement and professional development.
- Implemented cost-reduction initiatives, optimizing resource allocation across departments.
- Analyzed performance metrics to identify trends, driving data-informed decision-making processes.
Education
Automotive Technician Course - Auyomotive
Elizabethtown Community And Technical College
Elizabethtown, KY05-1983
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Technician recruiting
- Employee hiring, training, hiring and terminations
- Warranty claim processing, auditing and expense monitoring
- Customer concern resolution and de-escalation
Accomplishments
Gm Mark of Excellence winner multiple years
Affiliations
ECTC advisory council board member 21years
Timeline
Fixed Operations Director
The Kia Store/Big M CPO
03.2010 - 10.2018
Service Manager
Big M Chevrolet
09.2004 - Current
Automotive Technician Course - Auyomotive
Elizabethtown Community And Technical College