Geovanni Ramos
Elmwood Park
Summary
Dynamic service leader with a proven track record in fostering team collaboration and driving exceptional results. Expertise in problem-solving, customer relations, and process optimization enhances adaptability to evolving needs while consistently delivering high-quality outcomes. Renowned for effective communication and conflict resolution skills, alongside a commitment to continuous improvement initiatives that elevate service operations and boost customer satisfaction. Leverages strategic planning and team leadership to optimize service delivery in fast-paced, high-pressure environments.
Overview
5
5
years of professional experience
Work History
Service Manager
Pep Boys Auto Service & Tire
11.2023 - Current
- Oversaw daily operations ensuring exceptional customer service and satisfaction.
- Managed scheduling and workflow for service technicians to enhance productivity.
- Implemented training programs for staff, improving technical skills and service quality.
- Analyzed customer feedback to identify areas for process improvement and service enhancements.
- Developed inventory management strategies minimizing costs while maintaining adequate stock levels.
- Led safety initiatives promoting best practices in automotive repair environment.
- Mentored junior staff, fostering a culture of continuous learning and professional development.
- 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.
- 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.
Assistant Manager
Pep Boys Auto Service & Tire
06.2022 - 11.2023
- Under the direction of the Store Manager of Service, assists in various aspects of customer care, work order and register assistance, facility maintenance, and merchandising activities, including tire related stocking. Ensure that service equipment is in proper working order and housekeeping standards are followed according to SSC direction and instruction.
- Follow all policies and procedures related to all point of sale (POS) transactions, inventory integrity, reverse logistics, cash, credit, check, refund and return policies and purchase for re-sale parts (OP) procurement and vendor payment practices.
- Work with the management team to react to customer service issues, customer complaints, and/or business opportunities.
- Drives sales goals for the service center operation, both through personal engagement with customers and by observing and coaching the advisors on their customer interactions.
- Assist the Store Manager of Service in training and coaching service selling associates on “Pep Boys Customer Care Process,” Courtesy Vehicle Inspections (CVIs), and general operation of store systems. Performs CVIs and other service-related tasks as qualified and directed.
- Assist in monitoring the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety. Help with the day-to-day operations of the back shop, such as ensuring that the service staff complete CVIs through associate observations.
- Effectively communicates with all store associates, management, and customers.
- In the absence of any management, the Assistant Service Manager will act as the primary supervisor for the store staff, observing and coordinating operational activities.
- Key holder and responsible for basic and detailed opening and closing responsibilities.
- Other duties as assigned.
- Led team in achieving operational efficiency and customer satisfaction improvements.
- Trained and mentored staff on best practices for service delivery and product knowledge.
Assistant Manager
Jiffy Lube
02.2022 - 06.2022
- As an Assistant Service Manager you will work in a fast-paced service environment & will be responsible with the Manager for the centers overall success & profitability
- The management team is hands-on & physically performs automotive services & preventative maintenance on a wide variety of vehicles while managing their technicians are following the service procedures
- Include but are not limited to: Working with the Manager to provide the highest quality of customer service, train, develop & manage technicians
- Monitor daily staffing & business volume to keep labor within company guidelines
- Administer company policies & procedures; maintain budgetary & financial goals to achieve the business plan and objectives
- In addition, the Assistant Manager is responsible for quality control, maintaining daily goals & the center’s clean & organized appearance
- All company employees are required to complete the training courses through Jiffy Lube University for safety, service procedures & ongoing development
- Developed and implemented process improvements that enhanced workflow and reduced turnaround times.
- Oversaw inventory management, ensuring stock levels met demand while minimizing excess.
- Led team in achieving operational efficiency and customer satisfaction improvements.
- Trained and mentored staff on best practices for service delivery and product knowledge.
Lube Technician
Jiffy Lube
12.2020 - 02.2022
- Provide services to customers following procedures and standards as outlined by management for Signature Service and ancillary services.
- Assist customers in making correct decisions for preventive maintenance needs.
- Drain oil and replace filters.
- Check and replace automotive fluids as directed.
- Clean vehicle for customer as outlined in JTSS documentation.
- When assigned as a CSA, take initial service requests and enter information into the store computer system.
- Make recommendations to customers, explaining additional services based on manufacturer’s recommendations.
- When assigned, complete state lube transaction in register.
- Understand and comply with OSHA and EPA standards.
- Clean facility as directed to maintain the cleanliness and general repair of the shop and property.
- Be available to work temporarily at nearby locations.
- Follow all policies and procedures as outlined in the Employee Handbook and/or JTSS documentation.
- Other duties as requested or assigned.
- Performed routine oil changes and fluid top-offs efficiently and accurately.
- Conducted multi-point inspections to ensure vehicle safety and performance standards.
Warehouse Associate
Amazon Distribution Center
09.2020 - 12.2020
- Managed receiving and storage of goods, ensuring accurate inventory levels and organization.
- Conducted quality control checks on incoming shipments to maintain high standards of product integrity.
- Trained new associates on safety protocols and operational procedures for optimal performance.
- Streamlined picking processes, reducing order fulfillment time while maintaining accuracy in shipments.
- Collaborated with team members to optimize workflow, enhancing overall productivity in daily operations.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Worked safely around moving machinery.
- Performed inventory control, such as counting, and stocking merchandise.
- Consistently lifted materials weighing as much as 25 pounds.
- Assisted in training new hires, sharing best practices and providing support for their integration into the team.
- Loaded, unloaded, and moved material to and from storage and production areas.
- Maintained clean, orderly work environment free of hazards.
- Assisted in receiving, stocking and distribution of merchandise.
Education
High School Diploma -
Pritzker College Prep.
Chicago, IL05.2010
Skills
- Jiffy Lube University Management Training
- Jiffy Lube University Service Specialist
- Jiffy Lube University J-Team Training
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Reliable and responsible
- Conflict resolution
- Trustworthy and honest
- Crew leadership
- Outgoing and energetic
- Inventory management
- Relationship building
Accomplishments
- Supervised team of 8 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved a Google Rating of 3.8 by completing Honest and Excellent quality work with accuracy and efficiency.
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Service Manager
Pep Boys Auto Service & Tire
11.2023 - Current
Assistant Manager
Pep Boys Auto Service & Tire
06.2022 - 11.2023
Assistant Manager
Jiffy Lube
02.2022 - 06.2022
Lube Technician
Jiffy Lube
12.2020 - 02.2022
Warehouse Associate
Amazon Distribution Center
09.2020 - 12.2020
High School Diploma -
Pritzker College Prep.