Manager Customer Service

brian v morrison

*** ******** **. ( CLAYTON, NC *7527 ( 252-***-****

profile

< Adaptive ability to manage multi-line franchises

< Automotive experience and training with over 20 manufacturers

< A proven track record for developing efficient, profitable service

operations

< Strong emphasis on customer satisfaction

< Extensive service management training

< A comprehensive understanding of financial statements and analysis

< Comprehensive knowledge of ADP and proficient with Reynolds & Reynolds

Skills

HIGHLY PERSONABLE Warranty management, policy and

CUSTOMER SERVICE procedures specialist Staff Recruitment &

PROFESSIONAL Dealer warranty claims Retention

Foundations for processing Employee Relations

service excellence Fixed operations marketing Employee training and

In depth understanding Managing dealership work flow development

of quality repair Effective dispatching based on Negotiating win/win

process skill and gross profit industry strategies

Automotive guidelines

engineering & Chevrolet master technician

technology (expired)

Multi line training specialist

CURRENT CERTIFICATIONS

GENERAL MOTORS :SERVICE MANAGER 2005, 2006, 2007, 2008,

2009

Ford / Lincoln :Master Service Manager 2006, 2007, 2008,

2009.--2014

Volvo :Master Service Manager 2005, 2006, 2007, 2008,

2009

KIA :Master Service Manager

2008, 2009

ASE Certified : 2009

PROFESSIONAL ACOMPLISHMENTS

Recruited and managed warranty specialist team to reduce warranty

receivables at a large metro multi line franchise from $1,200,000 down to

$100,000 within 120 days

Formulated and implemented action plan to increase CSI, which, after 60

days yielded a perfect 100% satisfaction score for 3 consecutive months.

Results brought dealer ranking from 649 (dead last) to top box scores

Supervised and developed training programs for subordinates and staff

members personally monitoring and supporting their progress. Several, with

continued training and experience have achieved well respected positions in

the automotive industry

WORK EXPERIENCE

Dunn Benson Ford Dunn NC 10/13 - 6/14

Service Manager

Classic Ford Smithfield, NC 03/10 -

10/13

Service Manager

Coastal Carolina Auto & Truck Center : New Bern, NC 03/05-07/09

(Chevrolet-Lincoln Mercury- Volvo-Kia)

Service Director

Self Employed: Pocasset, MA 05/02-01/05

Automotive Consulting

Specializing in Fixed Operations

Shiretown Ford: Plymouth, MA 09/00-05/02

Service Director

Ford of Hyannis: Hyannis, MA 09/97-09/00

Serviced Director

Self Employed: Pocasset, MA 05/94-09/97

Automotive Consulting

Specializing in Fixed Operations

PAST AFFILIATIONS

Vice President Mercedes Benz Parts and Service club northeast zone

President Pontiac Parts and Service managers club Boston zone

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