Manager Service

Keith Markle

*** ****** ***** ********, ******** 61565

Home: 309-***-**** Cell: 309-***-****

E-Mail: *******@*******.***

OBJECTIVE

To secure a position where my experience and capabilities will enable me to

contribute to a company's objectives.

WORK EXPERIENCE

02/10 - 05/10 Autohaus of Peoria

Service Manager

Performed management duties over VW, Audi, Mercedes-Benz

and Porsche carlines. I setup training for technicians and

service consultants. I dealt with customer concerns as well

as employee issues. Shop production and expense were a top

priority in order to create a profitable department.

08/08 - 01/10 Velde Lincoln/Mercury Volvo

Fixed Operations Director

I work primarily with the service department as its service

manager, but overlook operations in our parts and collision

center as well. Help with the dealership website in keeping

sales, service, parts and collision center advertisements

up to date. I send out bulk emails as needed to generate

business. Maintain the store's internet/firewall service to

try and minimize virus problems. Expense control is always

a focus.

12/06 - 8/08 Velde Automotive Group

Fixed Operations Director

In charge of constantly improving the service, parts and

collision centers for three dealerships which include

Lincoln, Mercury, Ford, Volvo and GM car lines. Daily

tracking of operations, equipment repair and upgrades. I

maintained training standards for service consultants and

technicians. Attended 20 groups to collect new ideas from

other dealers around the country. I helped maintain

dealership network integrity through firewalls and client

software. I work closely with manufacturing area personnel

to keep good relationships between the dealership and

manufacturer. I work with several vendors to maintain

expenses. This position was eliminated when the automotive

downturn hit the Midwest.

10/04 - 11/06 Finish Line Ford

Fixed Operations Director

In charge of operations for the service, parts and

collision center with employees totaling 40+. Dealership

changed owners at this time. I was in charge of building

and equipment renovations and daily operations. We improved

sales by 31% in 2005 and another 17% in 2006 while taking

my departments into a positive net profit. Communication

was improved between departments which contributed to less

waste and greater gross profits for each department.

Service absorption was brought within Ford guidelines as we

changed the image of this store from its past owner.

11/00 - 10/04 Uftring Automall East Peoria, Illinois

Service Manager

In charge of a staff of 30+ employees. My responsibilities

consisted of making my department profitable, quality

control, personnel training standards, evaluations, expense

control and warranty procedures for Ford, Jaguar, Nissan

and Jeep franchises. My department increased in sales every

year.

08/93 - 06/00 JP Chevrolet/Nissan/Mercedes-Benz, Peru, Illinois

Service Manager/Assistant Manager

In charge of a staff of 16. My responsibilities consisted of making

my department

profitable, quality control, personnel training standards,

evaluations, expense control and

warranty procedures. After two years as an assistant, the service

manager left and I

assumed both positions. My department increased its sales

every year as well as its profits without reducing customer

satisfaction. The department always ranked high within our

NADA 20 group.

08/92 - 08/93 S&K Chevrolet, Peoria, Illinois

Service Consultant

Working with service customers on a daily basis on the service drive.

Constant customer

contact either face to face or over the telephone. Working

with a Reynold's ERA computer system to process repair

orders each day. My service team maintained first place

status in production due to the amount and type of work

that I brought into the service department.

06/83 - 08/92 S&K Chevrolet, Peoria, Illinois

Service Technical Team Leader

Controlled a 3-4 man service technician team. Repaired customer

vehicles as well as

handing out the work load to the proper person to insure high

production and maintain

quality. Our team maintained 1st or 2nd place status each

week for highest production.

10/77 - 06/82 Caterpillar Tractor Company, Mossville, Illinois

Engine Assembler/Sub assembler

Assembly of 3406 diesel engines and subassembly of air

compressors for that engine. Two accommodations on file for

exceeding the normal production by 150-267%

COMPUTER SKILLS

? Configuration Change Packages

? Data Communication Products

? Data General

? Electronic Connections

? Hewlett-Packard & other third party products

? IBM (DOS) diagnostic software for hardware devices

? IBM PC/AT and Compatibles

? TCP/IP

? Various LAN and PC networks

SOFTWARE KNOWLEDGE

I am very skilled in the service applications of Reynold's ERA service

computer system as well as report generator, query builder and service

merchandising. I also have acquired a working knowledge of ADP over a short

period of time.

Other PC computer knowledge includes:

Adobe Acrobat; AOL; MapInfo; Microsoft Excel; Microsoft Mail; Microsoft

Office; Microsoft Publisher; Microsoft Word; Microsoft Works; MS-DOS;

Photoshop; Quicken; Windows XP, WordPerfect; Printshop Deluxe; Internet

Explorer, GM Access, Ford fmcdealer applications and several others.

AWARDS

. Ford Blue Oval Certification through Velde, Uftring and

Finish Line

. Master certified in Ford and Volvo Service Management

. Master certified Customer Relations Manager for Ford

. Jeep 5 Star Certification

. Chevrolet Service Images Winner in 1997 and in 1995 for top

customer satisfaction scores of the dealers in my group. All

expense paid trips to Maui and Oahu for this accomplishment.

. VW service manager certified.

REFERENCES

. Steve Cooke : JP Chevrolet Service Director ; Peru, IL. (815) 223-

7000

. Jeff Loucks : Jim McComb Chevrolet Service Manager ; Peoria, IL. (309)

686-2525

. Mike Byrne: Service Director; Pompano Beach, FL. 954-***-****

. Gary Walker : Body Shop Manager; Creve Coeur, IL. 309-***-****

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