Dmitriy Gotlib
Brimfield
Summary
Dynamic Service Director with a proven track record in enhancing customer satisfaction and operational efficiency. Skilled in team leadership, process improvement, and effective communication. Accomplished Service Director with extensive experience in managing service departments. Expertise in training teams, streamlining workflows, and implementing process improvements to boost customer satisfaction and team performance.
Overview
2
2
Languages
1
1
Certification
21
21
years of professional experience
Work History
Service Director
Balise Lexus
West Springfield
09.2019 - 07.2026
- Managed service department operations to ensure customer satisfaction and efficiency.
- Directed service team training to enhance skills and improve performance levels.
- Oversaw vehicle maintenance schedules to ensure timely service delivery.
- Collaborated with sales team to address customer inquiries and concerns effectively.
- Implemented process improvements to streamline workflow and reduce delays.
- Conducted regular staff meetings to promote communication and teamwork among employees.
- Developed customer service policies to enhance client interactions and experiences.
- Maintained relationships with third party vendors providing customer support services on behalf of the company.
- Collaborated with other departments within the organization such as marketing, sales, finance, IT, to ensure smooth functioning of operations across different teams.
- Oversaw recruitment process for new customer service personnel and conducted interviews with prospective candidates.
- Managed daily operations of customer service department, including scheduling, training and supervising staff.
Service Manager
Diamond Auto Group
Auburn
09.2017 - 09.2019
- Managed daily operations of service department to ensure customer satisfaction.
- Oversaw team performance and provided training to improve service skills.
- Coordinated repair schedules and managed technician assignments effectively.
Service Consultant
Boch Honda / NucarHonda
Norwood
11.2015 - 09.2017
- Assisted customers with service inquiries and vehicle maintenance needs.
- Provided detailed explanations of services and repairs to customers.
- Resolved customer complaints efficiently to enhance satisfaction levels.
- Maintained a clean and organized service area to promote a professional environment.
Master Certified Technician
Boch Honda / Nucar Honda
Norwood
09.2005 - 11.2015
- Diagnosed vehicle issues using advanced diagnostic tools and equipment.
- Performed routine maintenance tasks on various Honda models and makes.
- Collaborated with service advisors to provide accurate repair estimates.
- Trained junior technicians on proper repair techniques and safety protocols.
- Participated in ongoing training programs to stay updated with industry advancements.
- Diagnosed complex mechanical issues using specialized diagnostic equipment.
Education
Some College (No Degree) - Automotive
Universal Tech Institute
Norwood, MAHigh School Diploma -
Dedham High School
Dedham, MASkills
- Service department management
- Customer service policies
- Performance evaluation
- Workflow optimization
- Customer relationship management
- Process improvement
- Staff training programs
- Team collaboration
- Effective communication
- Time management
- Vendor negotiations
- Payroll and budgeting
- Team leadership
- Database administration
- Operations management
- Departmental budgeting
- Performance analysis
- Training and mentoring
- Effective workflow management
Languages
English
Professional
Russian
Limited
Certification
- Master Level Lexus Manager
- Master Level Lexus Consultant
- Master Level General Motors Consultant
- Master Level Honda Technician
Accomplishments
- Reached new heights Customer Service Index 100% Consecutive Months/ Years
- Reached new levels of service sales and gross, set new benchmarks
- Completed all necessary training to reach Master level status in every category
- Awarded as one of the youngest Master Level Technicians in the country
Timeline
Service Director
Balise Lexus
09.2019 - 07.2026
Service Manager
Diamond Auto Group
09.2017 - 09.2019
Service Consultant
Boch Honda / NucarHonda
11.2015 - 09.2017
Master Certified Technician
Boch Honda / Nucar Honda
09.2005 - 11.2015
Some College (No Degree) - Automotive
Universal Tech Institute
High School Diploma -
Dedham High School