Steve Gentile
West Grove
Summary
Dynamic Service Manager with a proven track record at Scott Kia, excelling in team leadership and customer service. Enhanced service quality through process improvements, resulting in increased customer satisfaction ratings. Skilled in conflict resolution and problem-solving, fostering a collaborative environment that drives team performance and boosts revenue through upselling strategies.
Overview
34
34
years of professional experience
Work History
Service Manager
Scott Kia
Springfield, Pa
10.2023 - 09.2025
- Managed daily operations to enhance service quality and customer satisfaction.
- Trained and mentored staff on service protocols and customer engagement techniques.
- Implemented process improvements to streamline service workflows and reduce response times.
- Analyzed customer feedback to identify trends and drive service enhancements.
- Led initiatives to improve team performance, fostering a collaborative work environment.
- 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.
- 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.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- 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 repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
Service Technician
Springfield Ford
Springfield, PA
08.1991 - 10.2023
- Managed daily operations to enhance service quality and customer satisfaction.
- Trained and mentored staff on service protocols and customer engagement techniques.
- Implemented process improvements to streamline service workflows and reduce response times.
- Analyzed customer feedback to identify trends and drive service enhancements.
- Led initiatives to improve team performance, fostering a collaborative work environment.
- 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.
- 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.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- 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 repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored service staff performance and provided feedback for improvement.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
Education
No Degree -
West Chester University of Pennsylvania
West Chester, PAHigh School Diploma - General Studies
Cardinal Ohara
Springfield, Pa 06.1975
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Conflict resolution
Timeline
Service Manager
Scott Kia
10.2023 - 09.2025
Service Technician
Springfield Ford
08.1991 - 10.2023
No Degree -
West Chester University of Pennsylvania
High School Diploma - General Studies
Cardinal Ohara