ROME WILLIAMS
Laurel
Summary
Adept at leading teams to exceed service goals, my tenure at Nissan of Bowie showcased my ability to enhance customer satisfaction and streamline operations. Leveraging skills in conflict resolution and vendor sourcing, I increased repeat business and optimized resource management, embodying reliability and fostering strong, trust-based customer relationships.
Overview
20
20
years of professional experience
Work History
Service Manager
Nissan of Bowie
04.2021 - 12.2024
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- 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.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- 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.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
- Coordinated with sales team to develop service packages that aligned with customer needs, driving additional revenue.
- Pioneered sustainability initiative within service operations, reducing waste and promoting eco-friendly practices.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Negotiated with vendors to secure best prices for parts and supplies.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Enhanced team morale and reduced staff turnover by establishing recognition program that highlighted outstanding employee contributions.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
- Optimized inventory management, reducing excess stock and improving parts availability for service tasks.
Assistant Manager
Tischer Nissan
01.2005 - 04.2015
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Education
Associate of Science - Engineering Mechanics
University of Alabama At Birmingham
Birmingham, ALAssociate of Science - Engineering
George C Wallace Community College, Selma AL
Selma, AL06-1984
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Reliable and responsible
- Employee training and development
- Conflict resolution
- Goal oriented
- Trustworthy and honest
- KPI monitoring
- Workplace safety
- Service scheduling
- New employee hiring
- Maintenance planning
- Forecasting
- Vendor sourcing
- Team scheduling
- Reporting and documentation
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved [Issue] which led to [Results].
- Resolved product issue through consumer testing.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
- Achieved [Result] by introducing [Software] for [Type] tasks.
Affiliations
- Member of Kappa Alpha Psi fraternity, Inc.
Timeline
Service Manager
Nissan of Bowie
04.2021 - 12.2024
Assistant Manager
Tischer Nissan
01.2005 - 04.2015
Associate of Science - Engineering Mechanics
University of Alabama At Birmingham
Associate of Science - Engineering
George C Wallace Community College, Selma AL
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