Chrystal Handley
Salisbury
Summary
Proven service operations leader adept at managing daily workflows and ensuring compliance with policies. Known for strong organizational skills and goal orientation, contributing to increased customer satisfaction and improved service delivery.
Overview
24
24
years of professional experience
1997
1997
years of post-secondary education
Work History
Assistant Service Operations Manager
Preston Hyundai
Hurlock
06.2025 - Current
- Assisted in managing daily service operations and workflow processes.
- Coordinated with service technicians to prioritize customer vehicle repairs.
- Handled customer inquiries and resolved service-related issues promptly.
- Trained new staff on operational procedures and service protocols.
- Managed daily tasks, delegated responsibilities and monitored progress of work assignments.
Service Manager/Service Advisor/Production Manager
Pohanka Automotive Group of Salisbury
Salisbury
06.2017 - 06.2025
- Managed daily operations of service department to ensure efficient workflow.
- Trained and supervised service staff to enhance team performance and customer satisfaction.
- Coordinated scheduling of service appointments for optimal resource allocation.
- Addressed customer inquiries and concerns to foster positive relationships and trust.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Resolved customer complaints in a timely manner.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Created written estimates and obtained customer consent to proceed.
- Pitched in to complete various duties during peak periods or employee absences.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Ensured compliance with applicable laws and regulations related to services provided.
- Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Coordinated with the warranty department to process claims and provide customer support.
Assistant Service Manager
Sherwood Automotive Group
Salisbury
06.2013 - 06.2017
- Facilitated communication between customers and service technicians effectively.
- Implemented process improvements to enhance service workflow and response times.
- Scheduled routine maintenance for equipment and vehicles used by the organization's service department.
- Updated and maintained service records and documentation for compliance and quality assurance.
- Coordinated with the warranty department to process claims and provide customer support.
- Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
- Delegated work to staff, setting priorities and goals.
Assistant Service Manager
Preston Automotive Group
Hurlock
09.2007 - 06.2011
- Facilitated communication between customers and service technicians effectively.
- Collaborated with customers to offer solutions to service needs.
- Created written estimates and obtained customer consent to proceed.
- Adhered to customer service standards to foster satisfaction and retention.
Parts Manager
Cambridge Motorsports
Cambridge
06.2002 - 09.2007
- Managed inventory levels for parts and accessories at Cambridge Motorsports.
- Coordinated with suppliers to ensure timely delivery of automotive parts.
- Oversaw staff training on inventory management systems and safety protocols.
- Developed processes for tracking and ordering parts to minimize delays.
- Collaborated with service teams to identify parts needed for repairs.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Maintained records of all orders placed, received, and shipped.
- Organized and monitored inventory levels of parts, tools, and supplies.
- Developed and maintained positive working relationships with vendors.
- Resolved customer inquiries related to part availability or quality issues.
- Provided technical advice on the selection of replacement parts.
- Ensured accuracy in order processing and invoicing procedures.
- Investigated discrepancies between physical inventories and records.
- Established individual parts inventory levels to balance stock for maximum inventory turns.
- Reduced process lags, managing daily parts operations such as fulfilling service requests, generating orders, tracking inventory and maintaining profit margins.
Education
Cambridge South Dorchester High School
Cambridge, MDSkills
- Customer relationship management
- Key performance indicators
- Documentation and reporting
- Multitasking and organization
- Customer satisfaction measurement
- Customer service
- Flexible schedule
- Upselling
- Goal oriented
- Maintenance and repair
- Critical thinking
- Quality control
- Trustworthy and honest
- Verbal and written communication
- Reporting and documentation
- Service documentation
Timeline
Assistant Service Operations Manager
Preston Hyundai
06.2025 - Current
Service Manager/Service Advisor/Production Manager
Pohanka Automotive Group of Salisbury
06.2017 - 06.2025
Assistant Service Manager
Sherwood Automotive Group
06.2013 - 06.2017
Assistant Service Manager
Preston Automotive Group
09.2007 - 06.2011
Parts Manager
Cambridge Motorsports
06.2002 - 09.2007
Cambridge South Dorchester High School