Customer Service Advisor or Service Manager
Resume:
Paul F. Scattergood
**** ********* **** *** * ( Jacksonville, FL 32224 ( C: 609-***-**** ( H:
904-***-**** ( ****.*****@*****.***
Service Director/Service Manager
Accomplished, customer focused Service Director with record of
dramatically raising CSI and impacting dealership profitability.
Motivational leader committed to excellence and experienced driving
improved productivity and performance in all facets of automotive
dealership operations. Recognized for building trusting, long-term
customer relationships and consistently improving customer satisfaction.
Professional strengths and abilities include:
Staff Management Customer Service & Satisfaction Warranty Scheduling
Co-op Advertising Factory Requirement Knowledge Service Scheduling
Fiscal Management Employee Training & P&L Management
Certification
PROFESSIONAL EXPERIENCE
Castle Hyundai; New Castle, DE 2009 - Present
SERVICE ADVISOR
Performed duties as required to assist customers and service manager, to
improve customer relations and operations performance.
Classic Chevrolet; Moorestown, NJ 2006 - 2008
SERVICE MANAGER
Vastly turned around the sales activity in the service department, having
been drastically declining for the previous 10 years.
Key Achievements:
o Using the dealership's customer base, formulated a plan to reacquaint
customers back with the dealership.
o My plan included pinpointing who were our customers, based on criteria
such as geography, income, vehicle selection, etc.
o The plan specified avenues to reconnect that would make each
individual feel unique, but in a practical, efficient way.
o Devised either a sense of desire or need in the customer to
necessitate returning to the service department.
o Created an alluring presence of the service dept., sponsoring
activities, events, organizations & clubs.
o By counting VIN's, quadrupled total number of vehicles using the
service dept., in a 12 month period.
Windsor Nissan; East Windsor, NJ 2006 - 2006
SERVICE MANAGER
Established superior, state of the art service & parts department practices
to fulfill the needs of a just completed state of the art facility.
Key Achievements:
o Increased gross profit over 20% by motivating technicians, taking
advantage of individual skills, implementing maintenance packages
based on technicians skills.
o Revamped Saturday & evening service dept. business into a profitable
facet of the department, and highly sought after by customers.
o Increased CSI utilizing hands on approach to customer networking.
Metro Chrysler Jeep Suzuki; Philadelphia, PA 2000 - 2006
SERVICE MANAGER
Lead up to 34-member service staff to provide superior customer service and
exceptional automobile maintenance and repair.
Key Achievements:
o Optimize employee productivity while maintaining high morale through
personal availability, effective problem resolution, and monthly
training meetings.
o Impact business by promoting service through 85% direct mailings
encompassing advertisement design and target audience selection.
o Ensure all technicians are optimally trained and certified through
selective recruitment and hiring of only ASE Certified technicians and
scheduling manufacturer's training for newly hired and existing
technicians.
o Elevated CSI (Customer Satisfaction Index) from 70 to 89 in inner city
dealership by implementing basic customer service techniques, quality
control system, specialized training, and proper employee placement.
o Maintained department gross profit within 90% of peak sales throughout
3-year period of steady car sales decline through staff restructuring
and downsizing (67% termination), specialized technician training, and
streamlining ancillary staff.
o Achieved and maintained 97.5% warranty claims payment within 30 days
by monitoring warranty schedule to ensure prompt payment.
o Eliminated open repair orders to within 4%, by completing 96% of
repair orders in less than 30 days.
Land Rover Willow Grove; Willow Grove, PA 1999 - 2000
CENTRE MANAGER
Returned to Pennsylvania to fill promised Service Manager position.
Assumed general management responsibilities upon hire.
Key Achievement:
o Turned around underperforming dealership to achieve profitability for
first time in 10-year history through market specific vehicle
procurement and establishment of customer centric atmosphere.
Scott SAAB of Tampa Bay; Tampa Bay, FL 1998 - 1999
SERVICE MANAGER
Recruited to assist start-up Saab dealership establishing standard business
and service operations.
Key Achievements:
o Established service schedules and warranty receivables schedules for
new car sales.
o Coordinated training for four technicians in SAAB specific training.
Cherry Hill Classic Cars & Classic Buick; Cherry Hill, NJ 1981 - 1998
GENERAL MANAGER (1996 - 1998)
GENERAL SALES MANAGER (1995 - 1996)
SALES MANAGER (1994 - 1995)
Marked and groomed for ultimate promotion to General Manager. Provided
leadership and direction for entire dealership encompassing inventory
procurement and control for three new car franchises, budget development
and management, marketing communications, advertising rates and placement
negotiations, and co-op advertising. Managed sales and leasing for all new
and used vehicles including new Jaguar, Saab and Buick vehicles.
Key Achievements:
o Achieved one of highest repeat sales records in industry by redefining
dealership's focus to emphasize customer satisfaction.
o Generated 22% overall sales increase with 40% increase in Saab sales.
o Orchestrated Philadelphia Auto Show for three consecutive years (1996
- 1998) through coordinating entire show and negotiating diverse costs
with contractors, unions, and Philadelphia Convention Center.
o Recruited, hired, and trained 90% of staff to meet dramatic dealership
growth.
SERVICE DIRECTOR (1981 - 1994)
Ensured quality customer service and vehicle maintenance through service
staff oversight, technician training, motivational leadership, and
performance monitoring. Managed all service, warranty, and customer
satisfaction functions.
Key Achievements:
o Recognized for outstanding service management with two Jaguar Car's
elite Service Manager Guild Awards in 1992 and 1993.
o Implemented industry's first quality control and customer service
feedback program for automotive service departments.
EDUCATION
Montclair State College; Upper Montclair, NJ
Bachelor of Science in Business Management
Camden County Community College; Blackwood, NJ
Associate of Science in Business Management and Accounting
INDUSTRY TRAINING
Completed all training and certification seminars for each of the
affiliated manufacturers, including customer relations, product knowledge,
warranty and automotive mechanical training and auto body training.
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