Avis Hall
Odenton
Summary
Service Lane Manager with extensive experience at Annapolis Nissan, recognized for exceptional customer service and employee training. Improved operational efficiency through strategic scheduling and effective conflict resolution, resulting in higher customer satisfaction rates. Proficient in inventory management and team leadership, promoting a collaborative environment that enhances performance and achieves business goals.
Overview
4
4
years of professional experience
Work History
Service Lane Manager
Annapolis Nissan
Annapolis
02.2025 - Current
- Managed daily operations in service lane to ensure efficient workflow.
- Oversaw service advisors to enhance customer interactions and satisfaction.
- Coordinated scheduling of service appointments for optimal resource allocation.
- Trained new staff on service protocols and customer engagement techniques.
- Resolved customer complaints quickly and efficiently, improving satisfaction levels.
- Monitored repair order processes to maintain timely service delivery.
- Developed policies to improve customer service efficiency and performance metrics.
- Facilitated interdepartmental communication to streamline service requests and updates.
Service Lane Manager
Jim Coleman Nissan of Ellicott City
Ellicott City
05.2021 - 02.2025
- Managed daily operations in the service lane to ensure efficient workflow.
- Oversaw service advisors to enhance customer interactions and satisfaction.
- Coordinated scheduling of service appointments for optimal resource allocation.
- Trained new staff on service protocols and customer engagement techniques.
- Monitored repair order processes to maintain timely service delivery.
- Implemented inventory management practices for parts and supplies efficiency.
- Assisted in developing strategies to improve overall service lane performance.
- Facilitated communication between departments to streamline service requests and updates.
- Resolved customer complaints quickly and efficiently.
- Assisted customers with product selection based on their individual needs.
- Assisted customers with product selection and ordering processes.
- Monitored employee performance to ensure adherence to company standards.
- Ensured that all customer transactions are accurately processed in a timely manner.
- Monitored customer feedback to identify areas for improvement in the service lane operations.
- Developed and implemented policies and procedures to improve customer service efficiency.
- Supervised daily operations of the service lane area including monitoring performance levels of employees.
- Maintained accurate records of employee attendance and time off requests.
- Managed budgets related to the service lane area including payroll costs, supplies expenses and other operational costs.
- Scheduled employees' shifts according to business needs and staffing requirements.
- Conducted regular staff meetings to discuss customer needs, complaints and issues.
- Analyzed data from reports to identify trends in customer service delivery issues.
- Provided leadership support to team members during peak times or when additional assistance was needed.
- Created monthly reports detailing sales figures, inventory levels and customer satisfaction scores.
- Evaluated store layout periodically for effectiveness in meeting customer needs.
- Ensured compliance with local health codes regulations regarding food handling practices.
- Implemented strategies to increase efficiency within the department while maintaining quality standards.
- Resolved conflicts between customers and staff professionally and courteously.
- Reviewed customer feedback surveys regularly to evaluate overall satisfaction levels.
- Coordinated with other departments to resolve customer inquiries and complaints quickly and efficiently.
- Delegated work to staff, setting priorities and goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Worked closely with vendors to coordinate deliveries of products and services as needed.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Recruited and trained new employees to meet job requirements.
Education
Some College (No Degree) - Business Management
Strayer University
WashingtonSkills
- Customer service
- Employee training
- Inventory management
- Workflow management
- Repair order processing
- Scheduling coordination
- Conflict resolution
- Performance monitoring
- Team leadership
- Interdepartmental communication
- Policy development
- Staff recruitment
- Time management
- Staff training and development
- Effective communication
- Schedule management
- Multitasking capacity
- Interpersonal skills
Affiliations
- organization skills
References
References available upon request.
Timeline
Service Lane Manager
Annapolis Nissan
02.2025 - Current
Service Lane Manager
Jim Coleman Nissan of Ellicott City
05.2021 - 02.2025
Some College (No Degree) - Business Management
Strayer University
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