Management Customer Service

Mark A. Newhouse

Operations Management : District Leadership : Management & Team

Training

*** *********** ***** **** ( Pickerington, OH 43147

C: 614-***-**** ( H: 614-***-**** ( *******@***.***

Proven management record leading organizations to optimize sales,

profitability, and customer loyalty through refined operations, technical

troubleshooting, customer relations, and training skills. Leverage

problem solving strengths to research and provide long-term solutions to

product and customer service issues. Adept in developing and facilitating

management and technical training, creating curriculum and material

deployed on a district, regional, and national level.

Core skills include:

Customer & Product Support Performance Reporting & Analysis

Warranty Administration Technical Troubleshooting

Training & Development Process Improvement

Budget & Cost Control Change Leadership

Account Management MS Office

Professional Highlights

American Honda Motor Co., Inc.

Sr. District Service Manager (1996-2009)

"Follow up on dealership commitments is exemplary...more than willing to

make a 'hard call' when necessary...thoughtful and analytical...excellent

experience-based insight...his 'eagle eyes' have caught numerous

inconsistencies in Service Bulletins sent to dealers...he is deeply

rooted in doing the right thing

- Excerpts from performance reviews

Charged with cultivating sustainable and profitable business

relationships with 70+ exclusive and multi-line dealers, traveling

throughout expansive Midwest districts-covering up to 6 states

concurrently-to effectively manage technical, warranty, and customer

relations concerns. Monitored dealer performance and compliance with

Honda's policies and procedures, implementing training and corrective

action programming to ensure 100% compliance. Provided dealers with the

coaching and guidance needed to drive the highest levels of customer and

product support, resulting in strengthened lifetime owner loyalty.

. Performed extensive management consulting, working in partnership

with dealer principles to build sound operational infrastructures,

deploy performance improvement plans, generate sales and profit

gains, and implement onsite training and professional development

programs.

. Delivered above-goal ROI, managing Honda resources judiciously to

come in under budget-ranked #1 in the region for ROI achievement

against budget, effectively managing a $1.6M budget to close the

year at 66.9% of total budget dollars spent.

. Received multiple "1st to the Spot" honors for new product

inspections, following Honda's philosophy of reviewing end-to-end

product launch processes to ensure dealers were equipped with the

product and technical knowledge to maximize sales and

profitability.

. Reduced customer contacts for 5 consecutive years by providing

dealers with the training and tools necessary to handle technical,

warranty, and service concerns independently.

. Served on a special task force charged with eradicating a specific

product concern, traveling across the country to investigate the

technical concern and develop and implement a solution.

. Achieved 100% dealer compliance-the highest in the nation-with

American Honda Motorcycle setup and delivery procedures,

demonstrating strong procedural communication skills.

Management Action Program Instructor (1993-2000)

Service Transaction Skills Instructor (1984-2000)

Technical Training Instructor (1984)

Developed and facilitated management- and technician-level training

targeting the development of dealer principles, service managers, parts

managers, and service technicians. Conducted comprehensive needs

assessments to proactively define training needs and responded swiftly to

any training needs reported in the field. Created programming on

operations leadership, account management, customer relations, warranty

administration, reporting, business development, problem resolution,

technical troubleshooting, and more.

Mark A. Newhouse Page Two

C: 614-***-**** ( H: 614-***-**** ( *******@***.***

Continued...

. Participated in curriculum design initiatives, developed out-of-the-

box and custom training modules, and delivered programming to

dealers throughout the U.S. to classes of 10-24 students.

. Customized lessons and delivery styles to suit target audiences,

changing approach to meet the needs of a diverse learner base

ranging from a seasoned business leader to a new service

technician.

. Forecast and maintained inventory levels to ensure an ample supply

of instructional materials and learning module components including

vehicles, parts, and tools.

Customer Relations Specialist (1983-1984)

Managed customer cases from initiation through investigation and

successful resolution, responding to customer and dealer complaints with

the diligence needed to effectively de-escalate issues and bring

technical, warranty, and service concerns to a close.

. Designated a Subject Matter Expert in the resolution of technical,

warranty, and service-related motorcycle and power equipment

issues, demonstrating strengths in problem solving,

troubleshooting, written and verbal communication, and

interpersonal skills.

Education & Training

B.S. in Business Management Northern Illinois University, DeKalb, IL

Master's Coursework Southern Illinois University, North Chicago, IL

Professional Development -

Selling Against the Competition, Professional Selling Skills, Learning

International

& Account Development Strategies

Situational Leadership & One Minute Manager Ken Blanchard's The

Leadership Bridge

Problem Solving and Decision Making & Management by Objectives Kepnor-

Tregoe

Customer Satisfaction Skills Xerox Corporation

Positive Power and Influence Situation Management Systems, Inc.

Crucial Conversations Vital Smarts

How to Win Friends and Influence People The Dale Carnegie Course

Time Management, The 7 Habits of Highly Effective People, Franklin

Covey

& Achieving Your Highest Priorities

Presentation Skills American Management Association

Honda Red Level Technician & Honda Pro Technician American Honda

Motorcycle

Community Involvement

Boy Scouts of America Den Leader, Troop Committee Chairperson,

Assistant Scout Master

Mentor to 14 Eagle Scouts

Knights of Columbus Active Member

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