Matthew Cohen
Maryville,Tennessee
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Parts and Service Director
Attkisson Automotive
05.2022 - 01.2024
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- 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.
- Established team priorities, maintained schedules and monitored performance.
- Ordered, controlled and maintained inventory
- Shipping and receiving
- Fleet service management
- Increased year over year sales by 20%
General Manager
Carfix
10.2021 - 05.2022
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by training, coaching and mentoring personnel on company procedures, ales techniques, conflict resolution and customer satisfaction.
- Controlled work flow with affective dispatching between 8 technicians, 3 service advisors with 40-60 cars daily
- Inventory control
Service Manager/ Fixed Operations Director
Parkside Kia
03.2017 - 06.2021
- Collaborated with suppliers in development and implementation of improvement plans, promotional strategies and customer services optimization.
- Boosted staff loyalty and reduced turnover with introduction of innovative programs.
- Monitored financial performance through daily reports.
- Directed fixed operations 16 -member group, driving services excellence, implementation of new programs and attainment of sales objectives in alignment with market trends
- Taught service advisors and greeters effective customer service techniques, boosting CSI ratings to rank us top 25 nationally, top 5 regionally and top 2 in our district for 30 consecutive months
Service Advisor
Rusty Wallace Kia Alcoa
09.2015 - 03.2017
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Handled service customers in fast-paced shop setting in coordination with solid team of 3 customer service associates.
- Facilitated inter-departmental communication to effectively provide customer support.
- Exhibited high energy and professionalism when dealing with all levels of clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered excellent customer service, resulting in consistent top 100 in national customer satisfaction rating.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Service Advisor / Fleet/Insurance/Warranty Administrator
North County Kia
03.2012 - 05.2015
- Gathered paperwork and contacted customers to book appointments.
- Oversaw logistics for incoming replacement parts and outgoing shipments of defective components.
- Monitored factory recalls and announcements to stay on top of changes.
- Maintained detailed service and customer records.
- Reconciled monies due, followed up on outstanding claims and worked with accounting department to obtain payments.
- Tracked all pending authorizations to resolve discrepancies and avoid revenue loss.
- Prepared insurance claim estimates or related documents and reviewed for completeness.
- Delivered excellent customer service, resulting in consistent 980 average customer satisfaction rating
Education
Associate of Arts - Diesel Industrial Technology
Universal Technical Institute of Arizona Inc
Avondale, AZ10.2003
High School Diploma -
Fallbrook High School
Fallbrook, CA06.1996
Skills
- Administering claims
- Optimizing profitability
- Customer Relations
- Setting goals
- Business Development
- Staff Management
- Strategic planning
- Good telephone etiquette
- Team building/Training specialist
- Forklift certified
- Proficient with multiple DMS
Timeline
Parts and Service Director
Attkisson Automotive
05.2022 - 01.2024
General Manager
Carfix
10.2021 - 05.2022
Service Manager/ Fixed Operations Director
Parkside Kia
03.2017 - 06.2021
Service Advisor
Rusty Wallace Kia Alcoa
09.2015 - 03.2017
Service Advisor / Fleet/Insurance/Warranty Administrator
North County Kia
03.2012 - 05.2015
Associate of Arts - Diesel Industrial Technology
Universal Technical Institute of Arizona Inc
High School Diploma -
Fallbrook High School
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