Post Job Free

Resume

Sign in

Customer Service Advisor or Service Manager

Location:
Jacksonville Beach, FL
Salary:
open
Posted:
September 24, 2014

Contact this candidate

Resume:

Paul F. Scattergood

**** ********* **** *** * ( Jacksonville, FL 32224 ( C: 609-***-**** ( H:

904-***-**** ( acf34b@r.postjobfree.com

Service Director/Service Manager

Accomplished, customer focused Service Director with record of

dramatically raising CSI and impacting dealership profitability.

Motivational leader committed to excellence and experienced driving

improved productivity and performance in all facets of automotive

dealership operations. Recognized for building trusting, long-term

customer relationships and consistently improving customer satisfaction.

Professional strengths and abilities include:

Staff Management Customer Service & Satisfaction Warranty Scheduling

Co-op Advertising Factory Requirement Knowledge Service Scheduling

Fiscal Management Employee Training & P&L Management

Certification

PROFESSIONAL EXPERIENCE

Castle Hyundai; New Castle, DE 2009 - Present

SERVICE ADVISOR

Performed duties as required to assist customers and service manager, to

improve customer relations and operations performance.

Classic Chevrolet; Moorestown, NJ 2006 - 2008

SERVICE MANAGER

Vastly turned around the sales activity in the service department, having

been drastically declining for the previous 10 years.

Key Achievements:

o Using the dealership's customer base, formulated a plan to reacquaint

customers back with the dealership.

o My plan included pinpointing who were our customers, based on criteria

such as geography, income, vehicle selection, etc.

o The plan specified avenues to reconnect that would make each

individual feel unique, but in a practical, efficient way.

o Devised either a sense of desire or need in the customer to

necessitate returning to the service department.

o Created an alluring presence of the service dept., sponsoring

activities, events, organizations & clubs.

o By counting VIN's, quadrupled total number of vehicles using the

service dept., in a 12 month period.

Windsor Nissan; East Windsor, NJ 2006 - 2006

SERVICE MANAGER

Established superior, state of the art service & parts department practices

to fulfill the needs of a just completed state of the art facility.

Key Achievements:

o Increased gross profit over 20% by motivating technicians, taking

advantage of individual skills, implementing maintenance packages

based on technicians skills.

o Revamped Saturday & evening service dept. business into a profitable

facet of the department, and highly sought after by customers.

o Increased CSI utilizing hands on approach to customer networking.

Metro Chrysler Jeep Suzuki; Philadelphia, PA 2000 - 2006

SERVICE MANAGER

Lead up to 34-member service staff to provide superior customer service and

exceptional automobile maintenance and repair.

Key Achievements:

o Optimize employee productivity while maintaining high morale through

personal availability, effective problem resolution, and monthly

training meetings.

o Impact business by promoting service through 85% direct mailings

encompassing advertisement design and target audience selection.

o Ensure all technicians are optimally trained and certified through

selective recruitment and hiring of only ASE Certified technicians and

scheduling manufacturer's training for newly hired and existing

technicians.

o Elevated CSI (Customer Satisfaction Index) from 70 to 89 in inner city

dealership by implementing basic customer service techniques, quality

control system, specialized training, and proper employee placement.

o Maintained department gross profit within 90% of peak sales throughout

3-year period of steady car sales decline through staff restructuring

and downsizing (67% termination), specialized technician training, and

streamlining ancillary staff.

o Achieved and maintained 97.5% warranty claims payment within 30 days

by monitoring warranty schedule to ensure prompt payment.

o Eliminated open repair orders to within 4%, by completing 96% of

repair orders in less than 30 days.

Land Rover Willow Grove; Willow Grove, PA 1999 - 2000

CENTRE MANAGER

Returned to Pennsylvania to fill promised Service Manager position.

Assumed general management responsibilities upon hire.

Key Achievement:

o Turned around underperforming dealership to achieve profitability for

first time in 10-year history through market specific vehicle

procurement and establishment of customer centric atmosphere.

Scott SAAB of Tampa Bay; Tampa Bay, FL 1998 - 1999

SERVICE MANAGER

Recruited to assist start-up Saab dealership establishing standard business

and service operations.

Key Achievements:

o Established service schedules and warranty receivables schedules for

new car sales.

o Coordinated training for four technicians in SAAB specific training.

Cherry Hill Classic Cars & Classic Buick; Cherry Hill, NJ 1981 - 1998

GENERAL MANAGER (1996 - 1998)

GENERAL SALES MANAGER (1995 - 1996)

SALES MANAGER (1994 - 1995)

Marked and groomed for ultimate promotion to General Manager. Provided

leadership and direction for entire dealership encompassing inventory

procurement and control for three new car franchises, budget development

and management, marketing communications, advertising rates and placement

negotiations, and co-op advertising. Managed sales and leasing for all new

and used vehicles including new Jaguar, Saab and Buick vehicles.

Key Achievements:

o Achieved one of highest repeat sales records in industry by redefining

dealership's focus to emphasize customer satisfaction.

o Generated 22% overall sales increase with 40% increase in Saab sales.

o Orchestrated Philadelphia Auto Show for three consecutive years (1996

- 1998) through coordinating entire show and negotiating diverse costs

with contractors, unions, and Philadelphia Convention Center.

o Recruited, hired, and trained 90% of staff to meet dramatic dealership

growth.

SERVICE DIRECTOR (1981 - 1994)

Ensured quality customer service and vehicle maintenance through service

staff oversight, technician training, motivational leadership, and

performance monitoring. Managed all service, warranty, and customer

satisfaction functions.

Key Achievements:

o Recognized for outstanding service management with two Jaguar Car's

elite Service Manager Guild Awards in 1992 and 1993.

o Implemented industry's first quality control and customer service

feedback program for automotive service departments.

EDUCATION

Montclair State College; Upper Montclair, NJ

Bachelor of Science in Business Management

Camden County Community College; Blackwood, NJ

Associate of Science in Business Management and Accounting

INDUSTRY TRAINING

Completed all training and certification seminars for each of the

affiliated manufacturers, including customer relations, product knowledge,

warranty and automotive mechanical training and auto body training.



Contact this candidate