Mitchell Shields
Indianapolis
Summary
Proven Service Manager with a track record of enhancing customer satisfaction and boosting revenue, as demonstrated at Tom Wood Ford. Expert in problem-solving and customer service, I excel in teamwork and collaboration. My leadership has consistently turned challenges into opportunities, fostering trust and loyalty among clients and staff alike.
Overview
33
33
years of professional experience
1
1
Certification
Work History
ASM
Smart Start Ignition Interlock
04.2018 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Skilled at working independently and collaboratively in a team environment.
Service Manager
Bill Estes Ford Inc.
01.2012 - 03.2017
- 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.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- 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 overall revenue by upselling additional services and products during routine maintenance visits.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Service Manager
Tom Wood Ford
05.2003 - 11.2012
- Met with customers to discuss service needs and offer available solutions.
- Resolved customer complaints in professional and timely manner.
- 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.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
Crossroads Lincoln Mercury
Service Manager
02.1992 - 04.2003
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
N/a - Criminal Justice
University of Indianapolis
Indianapolis, INAssociates - Automotive Management
Lincoln Tech/Ford University
Indianapolis, IN10.2005
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
Certification
ASE certified technical.
Timeline
ASM
Smart Start Ignition Interlock
04.2018 - Current
Service Manager
Bill Estes Ford Inc.
01.2012 - 03.2017
Service Manager
Tom Wood Ford
05.2003 - 11.2012
Crossroads Lincoln Mercury
Service Manager
02.1992 - 04.2003
N/a - Criminal Justice
University of Indianapolis
Associates - Automotive Management
Lincoln Tech/Ford University
ASE certified technical.
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