Scotty Hales
Pikeville
Summary
Goal-driven service manager offering several years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Overview
15
15
years of professional experience
Work History
Service Manager & Parts Manager
JPJ Truck Brokers
Goldsboro
10.2019 - Current
- Analyzed competitive offerings to ensure the service department remained competitive.
- Resolved customer complaints in a timely manner.
- Addressed customer questions and concerns regarding products and services.
- Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Updated and maintained service records and documentation for compliance and quality assurance.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Provided technical support for hardware and software issues experienced by customers.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Service Manager
Lucky's Truck & Trailer
Dunn
02.2016 - 10.2019
- Established and enforced safety protocols to ensure a safe working environment for all employees.
- Addressed customer questions and concerns regarding products and services.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Assigned work and monitored performance of project personnel.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Resolved customer complaints in a timely manner.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Updated and maintained service records and documentation for compliance and quality assurance.
General Manager
East Coast Collision Auto Body
Dunn
01.2010 - 02.2016
- Built and maintained loyal, long-term customer relationships through effective account management.
- Trained employees on duties, policies and procedures.
- Recruited, interviewed and hired qualified staff for open positions.
- Delegated work to staff, setting priorities and goals.
- Managed inventory levels and conducted corrective action planning to minimize long-term costs.
- Maintained relationships with vendors to obtain the best pricing on supplies and materials.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Created schedules and monitored payroll to remain within budget.
Education
High School Diploma -
North Johnston High School
Kenly, NC06-1992
Skills
- Customer service
- Team management
- Technical support
- Service documentation
- Quality assurance
- Project management
- Vendor relations
- Inventory management
- Safety compliance
- Customer relationship management
- Customer service management
- Self motivation
- Time management
- Mechanical diagnostics
Timeline
Service Manager & Parts Manager
JPJ Truck Brokers
10.2019 - Current
Service Manager
Lucky's Truck & Trailer
02.2016 - 10.2019
General Manager
East Coast Collision Auto Body
01.2010 - 02.2016
High School Diploma -
North Johnston High School
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