Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

TYRELL PENNIX

Yorktown

Summary

Experienced with managing automotive service operations, ensuring efficient workflow and customer satisfaction. Utilizes strong leadership and problem-solving abilities to drive team performance. Track record of optimizing repair processes and maintaining high standards in service quality.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Automotive Service Director

Hyundai Genesis of Hampton
06.2023 - Current
  • Consistently met or exceeded monthly performance targets set by upper management in terms of revenue generation, customer satisfaction ratings, and operational efficiency metrics.
  • Reduced wait times for customers by optimizing scheduling and resource allocation within the service department.
  • Managed a team of automotive technicians, ensuring timely completion of repairs and adherence to quality standards.
  • Developed strong relationships with vendors, securing competitive pricing on parts and supplies for the repair facility.
  • Assisted in budget preparation and forecasting activities, ensuring optimal resource allocation to achieve financial objectives.
  • Established a culture of continuous improvement within the service department by regularly soliciting feedback from staff members regarding potential areas for process enhancement or cost reduction measures.
  • Conducted thorough evaluations of technician performance, providing constructive feedback and coaching to improve overall productivity.
  • Increased customer satisfaction by implementing efficient service processes and streamlining communication between technicians and clients.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Maintaining Platinum Master certification level for Hyundai Genesis per quarterly training requirements.

Service Manager/Automotive Service Advisor

Audi Hampton
11.2019 - 06.2023
  • Explained estimates and determined repair timelines to manage customer expectations.
  • Hired, trained and supervised team of service staff members to meet business goals.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
  • Coordinated with parts department to determine availability of necessary components.
  • 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.
  • Developed comprehensive training program for new hires, ensuring high level of competence and adherence to company standards.
  • Increased team productivity with introduction of new performance management system, focusing on individual strengths and areas for improvement.
  • Led team to enhance customer service quality, resulting in significant improvement in customer satisfaction surveys.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Maintained certification standard set by Audi. Expert level certification active.

Service Lane Manager/Automotive Service Advisor

Mercedes Benz of Hampton
04.2013 - 11.2019
  • Track proficiency of advisors and technicians for daily, weekly, and monthly production.
  • Increased employee performance by providing ongoing training, coaching, and feedback to team members.
  • Implemented preventive maintenance programs to reduce equipment downtime and prolong their lifespan.
  • Coordinated with other departments to create a seamless customer experience, addressing any potential bottlenecks in service.
  • Streamlined workflow processes for improved productivity, implementing effective scheduling and task delegation.
  • Ensured compliance with industry regulations and company policies by conducting regular audits and enforcing corrective actions as needed.
  • Enhanced customer satisfaction by efficiently managing service lane operations and addressing client concerns.
  • Successfully managed multiple projects simultaneously, ensuring on-time completion without compromising quality standards.
  • Collaborated with sales teams to identify cross-selling opportunities, increasing revenue streams for the company.
  • Analyzed customer feedback data to identify areas for improvement in service delivery, leading targeted training sessions for staff members accordingly.
  • Fostered strong relationships with clients through exceptional communication skills and proactive problem resolution.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
  • Established a positive work environment that promoted teamwork, open communication, and employee recognition initiatives.
  • Continuous training to maintain certification levels per Mercedes standards. Currently active job code 734 for customer vehicles and commercial vehicles.

Education

High School Diploma -

Appomattox County High School
Appomattox, VA
06.2002

Skills

  • Service department operations
  • Service writing
  • Customer satisfaction
  • Automotive diagnostics
  • Marketing initiatives
  • Dealership management
  • Teamwork
  • Positive attitude
  • Teamwork and collaboration
  • Employee retention
  • Employee evaluation

Certification

  • Platinum Master Certification for Hyundai Genesis
  • Expert Certification for Audi
  • Mercedes and Sprinter Certified

Timeline

Automotive Service Director

Hyundai Genesis of Hampton
06.2023 - Current

Service Manager/Automotive Service Advisor

Audi Hampton
11.2019 - 06.2023

Service Lane Manager/Automotive Service Advisor

Mercedes Benz of Hampton
04.2013 - 11.2019

High School Diploma -

Appomattox County High School
TYRELL PENNIX