Eugenio Sañudo Fonseca

Supervise the daily operations by leading a team of 25+ agents to guarantee high-quality service delivery. Address any escalations from premium clients, and deal with the customer directly. Identify and analyze data collected via Power BI. Continuous monitoring of calls, chats, and email queues is necessary to meet and exceed client service level agreements (SLAs) with an average of 2,300 interactions per day. Manage the order-handling process, frequently following up with the agents to prevent escalations or order mistakes. Provide one-on-one coaching to agents, fostering continuous improvement to achieve key performance indicators. Collaborate with workforce management to optimize team efficiency and productivity. The team was underperforming previously and was unable to satisfy the service-level agreements. Only 70% of the agents were reaching 100% of the goal. With coaching, change management, and continuous follow-up, we closed 2024 with 94% of the team reaching or surpassing the 100 percent goal mark. Making the team the second highest performer in the firm and this year's most improved metrics from the last year before my arrival at First Advantage.

Opened up two new locations with STG Auto Group as a service manager. Creating and managing cross-department communication with seven departments and over 200 employees. Maintain a budget for company expenses that directly correlates to customer repairs, both post and pre-sale. Oversee production of inventory from start to finish. From arrival to our location, to the second it rolls off the lot once a customer has made their purchase. Managed the entire Service Department including clerks, technicians, service advisors, and receptionist.

Investigated sensitive complaints and unresolved customer concerns post sale. Spoke with all upset customers and came up with mediating resolutions that satisfied the client while being cost efficient. Assisted Service Advisors in complex predicaments involving clients.

Greeted customer onto the car lot and quickly identify customer's wants and needs. This making service experience seamless and pleasing. Get the car into the shop and share clients concerns with shop foreman. Order necessary parts and follow up with client as needed. Sell jobs for commission as well as take care of warranty and previously promised items.

Generate appointments by calling previous clients and leads provided by management. On arrival: greeted customers at the lot and walk them around and land them on a vehicle. Demonstrated vehicle adding value to the unit by highlighting notable details of the cars. Negotiated prices and set up contracts to finalize sales agreements. Final task would be to sign contracts with clients to finalize the purchase agreement.