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, VA06.2002
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
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