Eric Grabovsky
Carmel
Summary
Customer-oriented General Manager with 22 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
21
21
years of professional experience
1
1
Certification
Work History
General Manager
Pete's Service Center
01.2008 - Current
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Formulated policies and procedures to streamline operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Analyzed market trends and competitor activities to create competitive advantages.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Service Advisor
Pete's Service Center- Carmel
01.2003 - 12.2008
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Developed estimates by costing materials, supplies, and labor.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Interpreted diagnostic results to provide accurate repair recommendations.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Briefed customers regarding warranty protections, potential cost savings and benefits of trading in versus fixing cars to guide decision-making.
- Suggested additional services to customers in order to meet upsell goals.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed process improvements to enhance overall delivery of service.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained new personnel regarding company operations, policies and services.
Education
High School Diploma -
Carmel High School
Carmel, IN06.2023
Skills
Financial Document Control
- Administering Social Media Accounts
- Sales Presentation
- Internet Sales Management
- Sales Strategy Development
- Transactions and Cash Handling
- Safety Assurance
- Customer Experience
- Economic Analysis
- Staffing
- Safety Protocols
- Organizational Restructure and Change
- Facility Management
- Labor Cost Controls
- Cost Analysis and Savings
- Outsourcing
- Change Implementation
- Advertising Campaign Development
- Event Management
- Employee Scheduling
- Purchasing and Planning
- Performance Improvement
- Marketing
- Sales Team Development
- Troubleshooting Expertise
- Vendor Negotiations
- Data Review
- Market Growth
- Team Leadership
- Profit and Loss Accountability
- Sales Planning and Implementation
- Negotiation
- Cross-Functional Team Management
- Inventory Control
- Human Resources Leadership
- Staff Management
- Dealership Management
- Time Management
- Staff Motivation
- Sales Promotion
- Staff Retention Programs
- Succession Planning
- Total Quality Management
- Product Costing
- Matrix Management
- Strategic Planning
- Team Training
- Problem Resolution
- Sound Judgment
- Variance and Risk Analysis
- Interpersonal Skills
- Administrative Skills
- Salary Structure
- Performance Evaluations
- Sales Expertise
- Project Management
- Multimillion-Dollar P&L Management
- Staff Training
- Program Development
- Budgeting and Cost Control
- Leadership
- Vendor Partnerships
Languages
English
Native or Bilingual
Russian
Native or Bilingual
Hebrew
Full Professional
Certification
Automotive Training Institute-service advisor course
Automotive Training Institute-service advisor course
Service writer communication skills, Automotive terminology, learn how to increase customer satisfaction by suggesting additional services, and confidently increase sales.
-Repair Order Write Up
- Service Consulting
- Aftermarket Warranty
- Parts Warranty
- Service Dispatching
- Customer Relations
- Service Marketing
- Maintenance vs. Repair
- Technical Service Bulletins
- Recalls/Campaigns
Automotive Training Institute- Manager Training
- Strong leadership and organizational skills
-Strong communication skills are required to work with customers, employees and vendors
-Ability to maintain the profitability of service department 50% and more on parts and 75% on labor while controlling expenses and maintaining customer satisfaction.
- Preparing an annual operating budget, goals and objectives for each department and monitoring the departments’ performance.
- Directing the hiring and training of managers for the service, parts,
- Creating and maintaining a positive relationship with customers, ensuring that department staff are helpful, as well as making customer satisfaction a priority to ensure referral and repeat business
Timeline
General Manager
Pete's Service Center
01.2008 - Current
Service Advisor
Pete's Service Center- Carmel
01.2003 - 12.2008
High School Diploma -
Carmel High School
Similar Profiles
Damian SwiertokaDamian Swiertoka
Parts at Pete's service & salesParts at Pete's service & sales
Chase AndersonChase Anderson
Marina Attendant at Pete's Marina Ltd.Marina Attendant at Pete's Marina Ltd.
Christine HornChristine Horn
Catering Manager at Chickie's and Pete'sCatering Manager at Chickie's and Pete's