Gerson Cerna

Experience

• 

  Speedy Auto Services

  Jan 1997 - Jan 1999

  Automotive Apprentice
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  Fluor Daniel

  Jan 1997 - Jan 1998

  Mailroom Clerk / Document Control
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  Pacific Honda

  Dec 1999 - now

  ● A multi-level manager responsible for overseeing and control of the day to day operations and production of a very fast paced service and parts departments.● Managing both unionized and non-unionized workforce with team members ranging from Managers, to Support Staff.● Responsible for all aspects of Fixed Operations including managing budgets, forecasting, production, marketing, payroll, inventory management, HR, training, hiring, scheduling, equipment purchases, process development, performance tracking, and High Customer Satisfaction. Show less ● Managing a unionized workforce with staff ranging between 60-70 employees. These team members range from Managers, Automotive Service Technicians, Service Advisors, Parts Advisors, Lot men, a Call Centre (BDC) and all Support Staff.● Responsibilities range from managing budgets, marketing, payroll, HR, training, hiring, scheduling, production, equipment purchase, process development, forecasting, performance tracking, and High Customer Satisfaction to name few. multi-level manager responsible for overseeing and control of the day to day operations and production of a very fast paced service and parts departments.● With a big emphasis on communication, always ensures there is a proper, clear and direct dialog and instruction between department managers and staff to provide exceptional service while maintaining profits. Show less ● Responsible for overseeing the day-to-day activities of a 21-bay shop. This includes 17 service bays. Staff total is 45 and these include Automotive Service Technicians, Service Advisors, Lot men, BDC and all Support Staff. ● Train new and current staff. This includes developing and implementing training schedules, guidelines and programs for all new employees including apprentices as well as updating current staff on new courses and training required by both Dealership and Manufacturer.● Evaluate current procedures and implement changes as needed. Schedule staff for training courses off site as required for their positions.● Occupational First Aid Level II attendant.● Provide input and technical expertise while working alongsidetechnicians to resolve difficult problems.● Exceptional planning, organizational and communication skill (bothverbal and written).● Handle all customer complaints quickly and in a proper manner.● Outstanding leadership skills: can supervise, train and motivate a team.● Solid teamwork and interpersonal skills, including negotiation andconflict resolution skills.● Demonstrate professionalism, integrity and ethical standards; able toremains calm and in control under pressure.● Scheduling for all departments.● In charge of all shop computers, wireless devices, tablets and servers.● Keep up to date tracking system for training.● Ensure all staff provide a high Customer Service Index.● Complete payroll, this includes tracking and totaling service spiffs.● In charge of updating our company internal web pages. Show less ● Meet and exceed customer service needs by working alongside service advisors and parts department to provide a great experience and help build a strong and happy relationship so that customers are satisfied and aware with work required and/or performed. This includes follow ups when vehicle is picked up, and discussion of any concerns.● Without any supervision, diagnose and repair all concerns including: drivability, engine repair, electrical systems (including hybrids), automatic and manual transmissions, brakes, suspension, body, heating / air conditioning, safety and restraints.● Platinum Level Technician status, highest level attainable from Honda Motors. I have achieved platinum level Eight times and have been an e-learning high achiever since 2003.● Ensure that all technical staff works efficiently, with high quality output and encourage maximum productivity to ensure that vehicles are delivered on time, while implementing new methods, modifying working conditions and supervising.● Perform British Columbia Ministry of Transport Vehicle Inspections, PDI's and used vehicle inspections.● Provide detailed reports on work performed and work required.● Maintain a clean and orderly shop, and make sure that all staff complies with required health and safety regulations.● Check for quality control of conduct and workmanship from technicians and apprentices by spot checking repairs, either in the shop or during road test.● Review comebacks with staff and initiate measures to avoid repeats. Show less

  • Fixed Operations Manager

    Apr 2019 - now

  • Parts Manager

    Oct 2020 - now

  • Service Operations Manager

    Sept 2014 - Mar 2019

  • Assistant Service Manager

    Feb 2014 - Sept 2014

  • Shop Foreman / Automotive Service Technician

    Dec 1999 - Feb 2014