Manager Service

Douglas

Wolk

**** *********

Beckett Road

Hamilton, OH

45013

***********@*****.***

*** ***

2522

Executive Summary

Automotive Marketing and Management

Fortunate to have started at an early age in the

Automotive Service Industry, from cleaning parts,

shop maintenance, parts driver/counterperson and

technician. Progressed to Warranty Administrator that

involved claim/data processing, parts

retaining/logging and scrapping failed parts. Working

with Factory Representatives to test and inspect failed

parts. Advanced to Service Writer, responsible for

appointment setting, interacting with customers,

repair order processing, recommending service

maintenance packages. Then contacting customers to

advise of needed repairs with estimates and

completion times. Overseen quality of repairs to

guarantee customers satisfaction and personally

delivering vehicle to customer upon their arrival.

Promotions lead to Assistant Service Manager. Besides

duties above, I was involved with one of the first

Dealerships to institute and pilot the Automotive Team

Concept with Toyota. Each Assistant Manager was

responsible for micro managing their own Service

Operation. We were a Pilot Program for Toyota and

worked in liaison daily with Corporate Management

for over 2 years to develop Policy and Procedures for

Dealerships Nationwide, which are still implemented

today. During this period I also Managed their

European Import Service Department.

I then had a opportunity to assist and to implement

this style of Management into a General Motors

Service Department. In 1989 I began as Assistant

Service Manager at Terry Oldsmobile GMC and also

start to analyze the complete Fixed Operations on how

to develop a similar management style. The Team

Concept was to difficult for a domestic store at that

time due to different product lines and business

profiles. Once we had a alternative plan in place, I was

promoted to Service Operations Manager. The concept

was called Lateral Support Teams. similar to to the

Team Concept. Each Assistant Manager would develop

his own group of specialized Technicians. They would

be responsible for scheduling work for their group,

selling mileage maintenance packages at time of the

greeting and repair order generation, along with

documenting other needed repairs. Complete all

paperwork, including detailed repair descriptions,

contacting customers with repair estimates, warranty

claim authorizations and submission, quality control

and inspections of repaired vehicle, payroll processing.

Contacting customer upon completion of repairs with

a complete repair total and arrange for vehicle pickup.

This Lateral Support Group eliminated 35% of the

current administrative staff and expense due to

eliminating overlap of duties. During my years of

Assistant Service Manager/Service Writer I was able to

average of 1 million dollars in parts and labor sales for

4 years in a row.

Other accomplishments during my time with Terry

Olds GMC, we averaged 81% customer paid parts and

labor sales, Customer Satisfaction Rating average of

over 95%. Aggressively pursued fleet and national

service accounts which made up over 10% of our

business, while servicing an average of 100 vehicle per

day. During my time at Terry Olds GMC, I developed

and trademarked a "Menu Tag". The Menu tag

combined over 8 pieces of information the customer

normally received into one, including a 9.95 oil an

filter service valid for their next visit. We averaged

over 400 of these returned coupons per month with a

average parts and labor sale over 230.00 per vehicle. I

also took over management of our vehicle detailing

department. Built it to ten employees, detailing retail

customers and all internal vehicles. This was a

additional added profit center created for the

dealership averaging 89% net profit.

In December of 2011, I returned to the Automotive

Service Industry as Service Director for J.D.Byrider

Sales. This position involved more than just

Management of Service Operations. It also included

Management of over a 2 million dollar Vehicle

inventory. Day to day management of the inventory

included working with buyers/wholesalers to obtain

needed inventory for our location. Once inventory was

found and purchased, management duties included

working with transporters to transport vehicles to our

location, inspection upon arrival for damage and

inspect vehicles in person to audit what was discussed.

Vehicles were checked in and documentation had to

be filed to obtain inventory status, payments made

and titles obtained. Once this was done, these

vehicles had to go through a stringent mechanical and

cosmetic inspection and repairs that were kept within

corporate guidelines in regards to expense and quality.

During this process it was my duty to inspect and

authorize all repairs while keeping within corporate

guidelines. Any vehicle that exceeded my expectation

of needed repairs, then had to be negotiated with

buyer(s) for money back or wholesaled to auction

without loosing money on our investment. Due to

J.D.Byrider financing the own account through

C.N.A.C, I was also responsible for working with

collectors and their managers to overcome come issues

that arose as a reason a customer account could not be

collected. All of these issues were negotiated to resolve

so that accounts became current. Service Operations

Management included ongoing training with over 20

employees to obtain the level of World Class Service.

Accomplishments so far in 2012 included #1 ranking

in Service Operations in all Company owned stores.

This included a 95.3% Customer Satisfaction index on

services performed for customers, 52% reduction in

Warranty and Policy expense in reflection of Corporate

set goals/guidelines, 111% technician productivity in a

hourly paid environment, 0% employee turnover

during this period and 0% charge off's or

repossessions due to mechanical issues. This all was

accomplished within a 12 month period, with

immediate improvements within first 90 days

In March of 2013, I was approached with a proposal to

return to the New Vehicle Dealership

environment. A position where I would be wearing

basically three different hats; Service Manager,

Asst. Service Manager and Service Consultant. I did

accept the offer/challenge at Jeff Wyler Cadillac in

Fairfield, Ohio. This is three store Mini Mall which

includes Nissan, Cadillac and Kia. Over the last year

prior, they were reconstructing the Cadillac facility

and lost significant Fixed Operation Business due to

the clutter and confusion. I was basically brought in to

reconstruct their business model and return things to

normal or above. In the last six months, we have

exceeded their expectations by having records each

month in Cadillac Parts and Labor Sales, Gross Profit

and C.S.I. . By managing and writing service, for the

last 9 months I was able to set a example for not only

our store but for Nissan and Kia by leading all advisors

in Parts and Labor Sales, Gross Profit, Effective Labor

Rate, Hours per Repair Order and C.S.I., which set

their standards hirer to match or beat my

accomplishments.

Clay Target Shooting Industry

In 1989 my Father and I formed Shotgun Specialties.

We had been competitively been Trap Shooting since

the mid 1970's and seen this as a way to help pay for

the expenses we occurred. We started out with a few

select items and overtime the list of accessories grew

along with providing trophies and awards to gun clubs

across the country. In 2002 the Automotive Dealership

where I was Service Operations Manager was sold

back to General Motors, they were eliminating the

Oldsmobile Division and the owners sold the GMC

franchise and property. So, we decided to turn our

hobby into a profession. With being involved in the

sport for such a long time, we were contacted by Ljutic

Shotguns and later Kolar Arms to become a Dealer for

their Trap Shooting Guns. After working with both

companies for a while, we started designing our own

models with them. These specialty guns were

exclusive only to Shotgun Specialties to sell. Within a

year, we became both manufactures number 1 Dealer.

We still design specialty guns as of 2011, I specialized

in customer fitting and make all the gunstocks for the

new guns we sell. In 1995, we developed a wireless

voice activated target release system called "On Time".

The system would release the clay target upon the

voice command of the shooter by wireless

transmission.We have over 4,000 units in operation

throughout the World today. We had 2 large indoor

display trailers that we travel over 80,000 miles a year

vending at the large Trap Shooting Tournaments. With

the decline in the economy, the Trap Shooting

Industry has really suffered over the last 2 years which

has lead to the decision to close our business and

liquidate as of December 2011.

Professional Background

Owner/Partner 1998 to 2011

Shotgun Specialties, Ltd. Oxford, Ohio

Retail and wholesale sales. Working with customers on

proper equipment needed and providing instructions and

lessons to help them improve. Sales of trophies and awards

to clubs across the country

Designed and developed 15 different models of Trap

Shooting Guns with Ljutic Ind and Kolar Arms by which

we achieved being their #1 Sales Dealer. Custom

Gunstock Maker of Exhibition Walnuts. Manufacturer of

On Time Voice Activated Target Release System.

Averaged over 1 million dollars in sales in each year of

operation.

Customer retention of over 96%

Additional Experience

Cronin Ford Kia, Assistant Service Manager

July to Current

Asst. Service Manager/Service Consultant

March 2013 to May 2014

Jeff Wyler Cadillac

Fairfield, Ohio

Service Manager/Director

2011 to March 2013

J.D. Byrider Sales

Cincinnati, Ohio

Service Operations Manager

1988 to 2002

Terry Oldsmobile-GMC Trucks

Cincinnati, Ohio

Assistant Service Manager

1986 to 1988

Howard Adams Toyota

Covington, Kentucky

Assistant Service Manager

1982 to 1986

Tri County Toyota

Fairfield, Ohio

Warranty Administrator, general labor

1976 to 1982

Frazier Williams Chevrolet-Oldsmobile

Milford, Ohio

Education

Associate Degree, Major in Management and Marketing

1987

Southern Ohio College Fairfield, Ohio

Honors

1982 DECA 1st Place, United States, Automotive

Management and Marketing Competition, 1982

* #1 Sales Dealer, Ljutic Industries, last 9 years, 2011

#1 Sales Dealer, Kolar Arms, last 7 years, 2011

* #1 Service Operation, Corporate Stores, J.D.Byrider

Sales, 2012

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