Richard Friedrichs
Paulina
Summary
Dynamic Service Manager with a proven track record at Mercedes-Benz of New Orleans, excelling in team leadership and customer satisfaction. Expert in problem-solving and employee training, I enhanced service quality, resulting in improved customer retention and streamlined operations. Committed to fostering a positive work environment while driving productivity and profitability.
Overview
16
16
years of professional experience
Work History
Service Manager
Allstar Automotive Group, Baton Rouge LA
05.2024 - Current
- Hired, trained and supervised team of service staff members to meet business goals.
- 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.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Analyzed service reports to identify areas of improvement.
Service Manager
Mercedes-benz Of New Orleans
08.2018 - 04.2024
- Hired, trained and supervised team of service staff members to meet business goals.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Implemented strategies to increase customer service satisfaction ratings.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Service Advisor
Mercedes-benz Of New Orleans
10.2008 - 08.2018
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
Education
BBA - Accounting
Texas State University
San Marcos, TX05-1990
Skills
- Problem-solving
- Positive attitude
- Team leadership
- Multitasking and organization
- Customer service management
- KPI monitoring
- Goal setting
Timeline
Service Manager
Allstar Automotive Group, Baton Rouge LA
05.2024 - Current
Service Manager
Mercedes-benz Of New Orleans
08.2018 - 04.2024
Service Advisor
Mercedes-benz Of New Orleans
10.2008 - 08.2018
BBA - Accounting
Texas State University
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