Customer Service Manager
Resume:
Rick Housholder
*** ********** ***, ******* ****, CA 94061
650-***-**** *******@*******.***
Savvy Automotive Service Professional
Strong Technical, Managerial and Mechanical Capabilities
Passionate Evangelist for the Business and Its Customers
Energetic Leader & Entrepreneurial Thinker
Confident, Articulate Communicator
PROFESSIONAL EXPERIENCE
Drake Marine 07/2012-current
Service Manager
• Manage all customer facing and operational service tasks
• Implemented, set and manage daily, weekly and monthly business goals
• Create systems manual for employees and implement systems.
• Manage technicians, parts purchasing, customer sales, dispatching and scheduling
• Created and maintain consumer web site
• Manage physical environment, electronic networks and software applications
Hudson Auto Care 4/2010 – 07/2012
Service Manager
Manage all customer facing and operational service tasks
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Implemented, set and manage daily, weekly and monthly business goals
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Improved and consistently maintain monthly revenue increases by 80 to 100 percent
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Manage technicians, parts purchasing, customer sales, dispatching and scheduling
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Created and maintain consumer web site
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Manage physical environment, electronic networks and software applications
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MotiveLogic Corporation 3/2008 – current
Co-Founder & Director of Customer Service
• Designed, specified and help develop real-time automobile dealer service productivity and management
software as a service (SaaS) application in Oracle
• Interfaced with many automobile dealer service management personnel for product design requirements
• Translated product requirements to technical specifications for programming staff
• Created support library and marketing materials
• First level of support for alpha and beta customer sites
• Managed customer training and technical support
• Experience documenting software for users, developers, and administrators.
• Wrote user guides and instructions for software system.
R&D Sales – Redwood City, CA 1/2008-3/2009
• Independent repair shop consulting and training
• Business consulting, productivity management and custom web site development
• Customized, deployed and trained users on new hardware and operating systems
• Photography and videography assignments
Larry’s Autoworks - Mountain View, CA 8/2003 – 12/2007
Customer Service Manager
• Highly client oriented services experience as a Service Advisor for 5 Technicians. Cross-functional role
spanned new business development, client relationship management and technical advisor. Average RO
$700.00+
• Broad experience with all aspects of independent automotive repair operations including backup parts
manager, supervising an assistant service writer, managing day to day operations, scheduling,
dispatching and workflow
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Rick Housholder
132 Rutherford Ave, Redwood City, CA 94061
650-***-**** *******@*******.***
Consistent 100% AAA customer feedback and Diamond Certified approved
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Helped Autoworks improve to achieve “Voted Best of” shop by the Palo Alto Daily News and Mountain
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View Voice 3 years in a row and Top 10 shop in the U.S. by Motor Age magazine 2 years in a row
Led conversion of Point of Sale system from dos based MFS to windows based Pace system. Interfaced
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with vendor technical and business representatives to compare and convert databases, merchant card
processes, etc.
Assisted in the specification, internal development and testing of QuickTrac.Biz shop management
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software development
Performed web-based and onsite training in shop management and systems
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Image Automotive, Inc. - Redwood City, CA 11/1991 – 2/2003
Founder, Owner and Manager
• Primary Service Writer and Lead Technician for an exclusive clientele with high value and rare
automobiles
• Managed all facets of independent repair shop business including auto detailing department
• Performed appointment scheduling, dispatching, customer service coordination and emergency
assistance calls
• Developed and implemented inventory analysis, just in time purchasing, sales promotion and inventory
management for wholesale, retail and Internet sales
• Established successful, long-lasting relationships with both vendors and an elite customer base
• Environmental Protection Agency acknowledged Image Automotive for excellence in compliance for
OSHA and EPA requirements
• Workman compensation insurance rates were the lowest available due to excellent employee safety
ratings experience
Miller Chevrolet - Burlingame, CA 01/1986 - 11/1991
Journeyman
• Began as an apprentice Service Technician
• Promoted to Shop Foreman
• Became a lead diagnostic and tune technician
• Earned ASE Certifications for numerous mechanical repair disciplines
TECHNICAL PROFICIENCIES
• Experienced PC-based application support, debugging and implementation
Excellent comprehension of both software programs & hardware troubleshooting
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Significant expertise software as a service application design, product management and quality
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assurance
PC hardware, printer, networking, network interface, wireless and storage configuration and technical
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troubleshooting
Proficient with Mac and PC systems, wired and wireless local and wide area networks
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Demonstrated Video Production, Graphics and Web design skills
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Photography and photo-editing skills (Photoshop, Lightroom, GIMP)
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Experience with Dreamweaver, FrontPage, and other HTML authoring tools
FrameMaker, InDesign, Microsoft Office (Word, Excel, Visio, Project, PowerPoint)
EDUCATION & CERTIFICATIONS
ESI Customer Service Training
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ASE Certified Master Tech
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ASE Service Consultant certification
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Attended numerous advanced shop management seminars and classes
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Eagle Scout
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Rick Housholder
132 Rutherford Ave, Redwood City, CA 94061
650-***-**** *******@*******.***
COMMUNITY ACTIVITIES
Boy Scouts of America District Award of Merit – Pacific Skyline Council
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BSA Woodbadge - Advanced Leadership Award
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Scoutmaster - Troop 991 in Redwood City. Produced 10 Eagle Scouts in 4 years.
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REFERENCES
Enthusiastically Available Upon Request
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