Johanna Pieciak
Chicopee
Summary
Dynamic Service Manager with a proven track record at TommyCar Auto Group, excelling in customer service management and team leadership. Enhanced service delivery through effective training programs and process improvements, resulting in increased customer satisfaction. Skilled in problem-solving and critical thinking, fostering a culture of accountability and continuous improvement.
Overview
2026
2026
years of professional experience
Work History
Service Manager
McGovern CDJR
Service Manager
Lia CDJR
Service Manager
TommyCar Auto Group
09.2023 - Current
- Directed service department operations to enhance customer satisfaction and streamline processes.
- Implemented training programs for staff, ensuring consistent service quality and adherence to standards.
- Analyzed customer feedback to identify areas for improvement and develop action plans.
- Collaborated with sales team to align service offerings with client needs, driving business growth.
- Managed service scheduling and resource allocation to optimize workflow efficiency and minimize downtime.
- Developed and maintained relationships with vendors to ensure timely procurement of parts and supplies.
- Oversaw warranty claims processing, ensuring compliance with policies and improving turnaround times.
- Led team meetings focused on performance metrics, fostering a culture of accountability and continuous improvement.
- Resolved customer complaints in professional and timely manner.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
Assistant Service Manager
TommyCar Auto Group
09.2023 - Current
- Assisted in managing daily service operations, ensuring smooth workflow and customer satisfaction.
- Coordinated scheduling of service appointments, optimizing technician availability and efficiency.
- Supported inventory management by tracking parts usage and restocking supplies as needed.
- Communicated with customers regarding service updates, enhancing client relationships and trust.
- Collaborated with technicians to troubleshoot vehicle issues, improving diagnostic accuracy and turnaround time.
- Maintained accurate records of service transactions, ensuring compliance with company policies and procedures.
- Trained new staff on operational procedures, fostering a productive team environment.
- Identified opportunities for process improvements, contributing to enhanced service delivery standards.
- Met with customers to discuss service needs and offer available solutions.
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
Service Manager
Lundgren CDJR
09.2021 - 09.2023
Customer Service Manager
Lia Honda
06.1999 - 09.2021
- Led customer service team in resolving complex inquiries and complaints effectively.
- Developed training programs to enhance staff performance and customer engagement skills.
- Implemented new CRM system, streamlining communication and tracking customer interactions.
- Analyzed customer feedback to identify trends and drive improvements in service delivery.
- Established performance benchmarks, ensuring team accountability and high service standards.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
Assistant Service Manager
Lia Honda
06.1999 - 09.2021
- Engaged with customers to identify service requirements and devise practical solutions.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Enhanced team efficiency by implementing streamlined procedures for daily operations.
- Maintained accurate records of completed services, parts inventory, and customer communications to streamline processes.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Followed up with customers during and after installations to verify satisfaction.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
- Served as a knowledgeable point-of-contact for customers seeking information about vehicle maintenance requirements or troubleshooting advice.
Education
Holyoke Community College
Holyoke, MASkills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Reliable and responsible
- Critical thinking
- Customer service management
Timeline
Service Manager
TommyCar Auto Group
09.2023 - Current
Assistant Service Manager
TommyCar Auto Group
09.2023 - Current
Service Manager
Lundgren CDJR
09.2021 - 09.2023
Customer Service Manager
Lia Honda
06.1999 - 09.2021
Assistant Service Manager
Lia Honda
06.1999 - 09.2021
Service Manager
McGovern CDJR
Service Manager
Lia CDJR
Holyoke Community College