Mike Hayes

Career Overview

An enthusiastic Service Manager with 35 years expedience looking to lead your dynamic team. Hard working with a passion for the automotive industry.

Core Strengths

Customer service expert

Strong organizational skills

Energetic work attitude

Adaptive team player

Proficient in ADP/CDK

ASR Pro and X-Time

Familiar with Reynolds & Reynolds

ASE C1 certified

Work Experience

Service Manager

February 2007 to January 2016

Toyota of Naperville 䠉 Naperville, Il

Successfully completed all Service Manager training modules sponsored by Toyota. Increased service volume to an average than 270 cars per day. Elevated SPSI to a consistent average “Green” score of 91 on a 100-point scale for the Service and Parts Satisfaction Index (SPSI).

Directed 16 Service Advisors, 6 Express Writers, and 17 porters/lane attendants including training and scheduling.

Assisted the Warranty Administrator in processing warranty and transportation claims in a timely manner. Guided 56 journeymen, apprentices, semi-skilled, and lube technicians as well as dispatched service work. Established and increased evening service hours for last 7 years. Service Manager

June 2006 to February 2007

Honda of Ottawa 䠉 Ottawa, Illinois

Quickly corrected Warranty deficiencies in paperwork and accounting enabling the dealership to pass a manufacturer warranty audit.

Increases the average score to 93 on a 100-point scale for the Customer Service Experience (CSE). Responsible for directing the Parts Department as well as an off site, self service Car Wash. Assumed administration of the Interactive Network (IN) for the dealership. Assistant Service Manager

September 2005 to June 2006

Toyota of Naperville; Naperville Illinois

Effectively supported an increase of service volume to greater than 180 cars per day. Individual service performance represented $95K a month in service/parts sales including customer pay, warranty labor and internal labor.

Delivered a consistent average “Green” score of 94 on a 100-point scale for the Service and Parts Satisfaction Index (SPSI).

Achieved Certified Service Professional status within 3 months by completing over 80 Self-Paced Modules. Service Manager

June 2001 to August 2005

Valley Honda 䠉 Aurora, Illinois

Effectively guided a greater than 100% increase in service volume from 50 cars per day to 120 cars per day in less than three years.

Predicated by consumer demand expanded service hours to include support from 6:00 pm to 9:00 pm four nights a week as well as from 1:00 pm to 5:00 pm on Saturdays. This required increasing the number of service advisors from 2 to 5, the number of mechanics from 8 to 18 and 120 Grady Dr., Bolingbrook Illinois 60440

Home: 630-***-**** - Cell: 630-***-**** - acteyn@r.postjobfree.com the number of porters from 2 to 6.

Held hiring, scheduling, review and termination responsibility along with all relevant reporting. Ultimately doubled the amount of gross labor sales within the service department while significantly increasing profitability through a number of efforts including re-structured over time programs. Led the department to an average score of 90 on a 100-point scale for the Total Satisfaction Index (TSI). Service Advisor

June 1989 to June 2001

Lisle Honda; Lisle Illinois

Effectively supported consistent service volume of greater than 140 cars per day. Individual service volume represented $60K a month in service sales including customer pay, warranty labor and internal labor.

Received average score of 95 on a 100-point scale for the Total Satisfaction Index (TSI). Parts Manager

June 1988 to June 1989

Fischer Crane Company 䠉 Bolingbrook, Illinois

Responsible for parts inventory and distribution.

Mechanic

June 1986 to June 1988

Bolingbrook Automotive Center 䠉 Bolingbrook, Illinois Responsible for identifying problems with customers vehicles and making necessary repairs. Automotive Department Manager

June 1981 to June 1986

Venture 䠉 Downers Grove, Illinois

Responsible for supervision and efficiency of entire department.

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