Jessica Harber
Drummonds
Summary
Dedicated and resourceful Service Manager with 15+ years of experience in the Automotive industry, with an in-depth knowledge of auto repairs. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Excels in customer service, conflict resolution, and teamwork.
Overview
21
21
years of professional experience
Work History
Automotive Service Manager
Leo's Service Center
01.2017 - 07.2025
- Promoted a customer-first culture, enhancing service satisfaction and fostering long-term relationships with clients.
- Coordinate with technicians to develop efficient repair strategies and streamline service operations, leading to improved service quality, overall productivity, and significantly reduced wait times.
- Managed all appointment scheduling and client communications, including preparing and giving repair estimates.
- Streamlined inventory management for car parts and shop supplies, ensuring timely availability and reducing delays in vehicle repairs.
- Fostered a positive team environment, promoting open communication and enhancing engagement and morale, resulting in high employee retention rates.
- Managed payroll and accounts payable/receivable meticulously, contributing to consistent overhead cost reductions and increased shop profits by a minimum of 10% annually.
Service Department Dispatcher
MCC Solutions
07.2009 - 04.2010
- Scheduled service appointments and maintenance calls for technicians in multiple departments.
- Maintained communication with both customers and technicians, ensuring efficient response times and significantly improving customer satisfaction ratings.
- Provided support to technicians in the field with information, parts, or other resources as needed.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Monitored vehicle locations to coordinate timely arrivals.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
Automotive Service Advisor
Wolfchase Toyota
03.2004 - 07.2009
- Facilitated customer service by providing timely vehicle maintenance advice, resulting in improved customer satisfaction and retention rates.
- Coordinated with technicians and parts departments to ensure seamless workflow, promoting quicker turnaround times and elevated service efficiency.
- Consistently held excellent customer service scores by efficiently communicating with clients, ensuring they felt valued and understood their vehicle's repairs and associated costs.
Education
Brighton High School
Brighton, TNSkills
- Service department operations
- Multitasking in a fast paced, high stress environment
- Parts ordering
- Customer relations and satisfaction
- Verbal and written communication
- Problem-solving / Decision making
- Fast learner
- Excellent attention to detail
- Profit and loss management
- Extensive automotive knowledge
- Highly dependable
- Business administration
Timeline
Automotive Service Manager
Leo's Service Center
01.2017 - 07.2025
Service Department Dispatcher
MCC Solutions
07.2009 - 04.2010
Automotive Service Advisor
Wolfchase Toyota
03.2004 - 07.2009
Brighton High School
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