AMIN KHATIB
LAKE FREDERICK
Summary
Results-driven Service Lane Manager with over seven years of experience in optimizing service operations. Recognized for developing strategies that streamline workflows, training staff, and analyzing performance data to continuously improve customer service outcomes.
Overview
11
11
years of professional experience
Work History
SERVICE LANE MANAGER
HONDA OF CHANTILLY
CHANTILLY
09.2019 - Current
- Managed service lane operations to enhance customer experience.
- Supervised service advisors and technicians to ensure efficient workflow.
- Supervised daily operations of the service lane area including monitoring performance levels of employees.
- Trained staff on Honda service protocols and customer interaction best practices.
- Developed strategies to streamline operations and reduce wait times for customers.
- Implemented strategies to increase efficiency within the department while maintaining quality standards.
- Analyzed service lane performance data to identify improvement opportunities.
- Reviewed customer feedback surveys regularly to evaluate overall satisfaction levels.
- Resolved customer concerns quickly to maintain satisfaction levels in service department.
- Handled conflicts effectively to maintain service quality. between customers and staff professionally and courteously.
SERVICE ADVISOR
POHANKA ACURA
CHANTILLY
03.2016 - 09.2019
- Communicated with technicians to relay customer concerns and service needs.
- Provided detailed explanations of services and repairs to customers clearly.
- Analyzed vehicle issues and recommended service solutions.
- Scheduled service appointments to maximize technician efficiency. to optimize workflow and technician availability.
- Resolved customer complaints in an efficient and courteous manner.
- Followed up with customers post-service to confirm satisfaction and resolve any outstanding questions.
- Promptly responded to customer inquiries via phone, email or in person.
- Provided detailed estimates of repair costs, labor times, and parts prices, enhancing customer understanding and trust.
- Managed customer records using dealership management software effectively.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Prepared invoices for services rendered and collected payments from customers.
- Ensured that all customer inquiries were handled promptly and accurately.
- Explained the features and benefits of products or services offered by the dealership to customers.
SERVICE PORTER
POHANKA ACURA
CHANTILLY
03.2015 - 03.2016
- Assisted customers with vehicle drop-off and pick-up at the service department.
- Provided shuttle service for customers when their vehicle was being serviced at the shop.
- Coordinated transportation for customers and dealership staff between locations to ensure timely access to services.
- Maintained cleanliness and organization in service area and waiting room to create a welcoming environment for customers.
- Assisted team members during busy periods to improve overall service delivery.
Education
Associate of Science - Business
Northern Virginia Community College
Annandale, VA05-2013
Skills
- Service lane operations
- Service operations management
- Workflow optimization
- Performance analysis
- Staff training
- Customer service
- Vehicle inspection
Timeline
SERVICE LANE MANAGER
HONDA OF CHANTILLY
09.2019 - Current
SERVICE ADVISOR
POHANKA ACURA
03.2016 - 09.2019
SERVICE PORTER
POHANKA ACURA
03.2015 - 03.2016
Associate of Science - Business
Northern Virginia Community College