Customer Service Manager
Resume:
Robert A. Pruitt, Jr
Decatur AL 35601
*********@*****.***
Service Director/Operations Manager
Profile: Specializing in high growth, turnaround situations for
organizations needing long term solutions for
immediate problems.
CSI meets manufacturer's standards within 4 months.
Profit margins increase approximately 15% within 6
months.
Productivity levels improve 20% within 4 months.
Staff training brought up to date.
Motivate and lead service staff toward dealership and
department goals.
Employment History Director of Operations
University KIA, University Hyundai, Riverchase KIA
August, 2009- Present
Showed Profitability in Each Department for 1st Time;
Flagship store within 3 months, Riverchase store with
4 months and Hyundai within 5 months of opening.
*Redesigned service drive for better customer
experience
*Coordinated opening of University Hyundai
*CSI increased for 60-70% to 80-90%
*Lowered vendor costs
Service Director
Bill Penney Toyota,
Huntsville, AL
April, 2006- August,
2009
Enhanced Customer Service Experience. CSI went green
in 4 months, after 3 years in the red. Increased
profitability 20% within 3 months.
*Improved shop communication adding 2 way
radios to each
writer and tech station
*Supervise over 65 employees
*Created a central dispatch
*Awarded Toyota Magical Horizons trip as one of
top 1% of
dealers nationwide
Service Manager
Cloverleaf Chrysler Jeep
Dodge, Cloverleaf Lincoln Mercury Isuzu,
Decatur, AL
March, 2004 - April, 2006
Modernized Service
Department Efficiency. Made a profit within 30
days, first time in
department history. Restructured warranty and
dispatch.
*Prioritized outstanding workload
*Created systems for new and used car prep
*Regained dealer
DSA
*Brought warranty claims within DAZE standards
RAP, Jr
Page 2
Service Manager
Topor Dodge, Chicopee, MA
February, 2002- February, 2004
Restructured Service Department. Decreased number of
technicians and increased productivity. Hired
warranty clerk/dispatcher. Brought in Reynolds and
Reynolds to replace Automate.
*Retrieved $156,000 of $179,000 in old warranty
claims of more than six months
*Gross Profit grew from $45,000 to $80,000 in 3
months
*CSI rose from mid 70 to 90 within 6 months
*DAZE went from 27% above to 9%. DSA restored
Service Manager
Lynch Pontiac Buick, Manchester, CT
March, 2000-February, 2002
Increased Sales Performance. Established Enterprise
Rental Cars on site. Developed new customer service
procedures. Increased Gross Profit over 30%
.
*CSI up 15 points
*Employee productivity grew 7%
*Gross Profit increased by $23,000
*Began new owner clinics
Director of Operations
Kurtz Automotive Group, Monrovia, CA
March, 1997-March 2000
Expanded Customer Base of Porsche, Ferrari Repair
Facility.
Networked with high end owners and magazines.
Developed systematic follow up procedures.
*Increased Gross Profit 12 %
*Hired and trained new technicians
*Enlarged overseas customer base
References Available Upon Request
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