Customer Service Manager
Resume:
David P. McMahon
Avondale, Arizona 85392
Experience
Gateway Chevrolet Avondale, Az
Service Manager 7-1-15-11-30-15
Highlights and Changes
1.CSI from the low 80% for the 3 month blended top box to 92.7%
2.Gross profit rose 10%
3.Cleaned all A/R schedules
4.Installed an appointment. Schedule and follow up
5.Had a very good working relationship with GSM
6.Replaced Kia techs with experienced GM techs
7.Hire 2 qualified GM Service Writers and was training 2 more
Sands Chevrolet Surprise, Arizona
Service Director 3/12-8/14
Responsibilities include the following:
Monitor and control all service related expenses.
Supervise 52 employees.
Maintain quality customer service by solving problems with both customers and employees.
Supervise service staff by answering questions and directing employees.
Control all warranty expenses, specifically by completing paper work for submission of warranty claims. This also included warranty part scrapping.
Supervise all service accounts receivables.
Supervise employee payroll, which included determining base salary and commission amounts.
Supervise departmental expenses, including daily financial statements.
Enforce policy and procedure.
Responsible for employee training, both in-house.
Specific achievements:
Moved Service Gross Profit from $150,000.00 to $250,000.00
Maintained above GM Westerner Region in CSI
Reported to John Thomas, GM – Sands Chevrolet, Surprise, AZ
Brown & Brown Chevrolet Mesa, Arizona
Service Director 8/09-3/12
Responsibilities include the following:
Monitor and control all service related expenses.
Supervise 43 employees.
Maintain quality customer service by solving problems with both customers and employees.
Supervise service staff by answering questions and directing employees.
Control all warranty expenses, specifically by completing paper work for submission of warranty claims. This also included warranty part scrapping.
Supervise all service accounts receivables.
Supervise employee payroll, which included determining base salary and commission amounts.
Supervise departmental expenses, including daily financial statements.
Enforce policy and procedure.
Responsible for employee training, both in-house.
Specific achievements:
CP labor increased by 50% during my employment
Upon starting my employment, the store was under a factory warranty audit (Stage 3). Within
3 months under my direction, the store achieved fixed status
Maintained above GM Westerner Region in CSI
Reported to Matt Brown, GM – Brown & Brown Chevrolet, Mesa, AZ
Midway Chevrolet Phoenix, Arizona
Service Director 2/01-8/09
Responsibilities include the following:
Monitor and control all service related expenses.
Supervise 120 employees.
Maintain quality customer service by solving problems with both customers and employees.
Supervise service staff by answering questions and directing employees.
Control all warranty expenses, specifically by completing paper work for submission of warranty claims. This also included warranty part scrapping.
Supervise all service accounts receivables.
Supervise employee payroll, which included determining base salary and commission amounts.
Supervise departmental expenses, including daily financial statements.
Enforce policy and procedure.
Responsible for employee training, both in-house.
Specific achievements:
Midway Chevrolet has advanced from the lower 10 percent to top 20 percent throughout
Arizona in C.S.I.
Have increased gross sales from $250,000.00 to $447,000.00 per month compared to previous year.
Opened state-of-the-art commercial truck repair facility in March of 2002.
Midway Auto Team (Buick, Pontiac, G.M.C.) Phoenix, Arizona
Service Manager 12/99-2/01
Responsibilities include the following:
Monitor and control all service related expenses.
Supervise 68 employees.
Maintain quality customer service by solving problems with both customers and employees.
Supervise service staff by answering questions and directing employees.
Control all warranty expenses, specifically by completing paper work for submission of warranty claims. This also included warranty part scrapping.
Supervise all service accounts receivables.
Supervise employee payroll, which included determining base salary and commission amounts.
Supervise departmental expenses, including daily financial statements.
Enforce policy and procedure.
Responsible for employee training, both in-house.
Specific achievements:
Midway Auto Team has advanced from the lower 30 percent to top 10 percent throughout
Arizona in C.S.I.
G.M. warranty expense has been reduced from a very high level to at or below G.M. Market Peer.
Responsible for upgrading the Warranty Parts Scrapping area by installing a 100-bin system, eliminating almost all warranty parts charge-back.
Have increased gross sales by $50,000.00 per month compared to previous year.
Midway Chevrolet Phoenix, Arizona
Service Manager 11/97-12/99
Responsibilities included the following:
Monitored and controlled all service related expenses.
Supervised 75 employees.
Maintained quality customer service by solving problems with both customers and employees. Supervised service staff by answering questions and directing employees.
Controlled all warranty expenses, specifically by completing paper work for submission of warranty claims. This also included warranty part scrapping.
Supervised all service accounts receivables.
Supervised employee payroll, which included determining base salary and commission amounts.
Supervised departmental expenses, including daily financial statements.
Enforced policy and procedure.
Responsible for employee training, both in-house
Specific achievements:
Midway has advanced from the sixth to the third best in C.S.I. rating within the Phoenix valley.(This includes 13 Chevrolet dealerships.)
Midway Chevrolet has increased customer pay R.O. average .7 of an hour.
Sands Chevrolet Glendale, Arizona
Used Car Director 9/97-11/97
Responsibilities include the following:
Monitor and oversee the day-to-day operations of the department.
Coordinate and approve all sales.
Supervise sales staff by answering questions and directing employees.
Control of used car inventory, specifically by determining what new and used car trade-ins are to be reconditioned or wholesaled.
Determine extent of reconditioning, specifically by determining the amount and cost of reconditioning used vehicles.
Determine appraisal values of trade-ins.
Monitoring of department expenses, including daily financial statements.
Coordinate newspaper advertising.
Specific achievements:
Number of vehicles in stock over 90 days old was reduced from 90 to 15. During this time, wholesale losses dropped from over $50,000.00 per month to $1,200.00 per month.
Sands Chevrolet Glendale, Arizona
Service Manager 11/93-9/97
Responsibilities included the following:
Monitored and controlled all service related expenses.
Supervised 87 employees.
Maintained quality customer service by solving problems with both customers and employees. Supervised service staff by answering questions and directing employees.
Controlled all warranty expenses, specifically by completing paper work for submission of warranty claims. This also included warranty part scrapping.
Supervised all service accounts receivables.
Supervised employee payroll, which included determining base salary and commission amounts.
Supervised departmental expenses, including daily financial statements.
Enforced policy and procedure.
Responsible for employee training, both in-house and outside consultants.
Controlled advertising, including newspaper ads and mailings. Specifically, responsibilities included formatting of advertising documents and submission to Chevrolet for reimbursement.
Specific achievements:
During my time as service manager, the service department grew from 4,000 labor hours and $160,000.00 gross revenue in November of 1993 to an average of 7,500 labor hours and $325,000.00 gross revenue per month in 1997.
Maintained a consistent C.S.I./S.S.S. rating in the top 50% in the Phoenix valley.
The service department’s profitability consistently netted between $60,000.00 and $90,000.00 each month
Sands Chevrolet Glendale, Arizona
Service Consultant 2/91-11/93
Responsibilities included the following:
“Meet and Greet” - Was point contact person for prospective customers requiring service.
Provided active consultation to service customers.
Provided consistent progress checks for customers .
“Active delivery” - Met with customers upon delivery to provide complete description of work and to answer any questions.
Specific achievements:
Consistently maintained a high C.S.I./S.S.S. rating.
Maintained $90,000.00 gross sales per month.
Consistently maintained an R.O. average of 2.5 or better.
Took great pride in informing and updating customers with strong communication efforts.
Achievements
Chevrolet Certified Service Manager
W.I.N.S. Training
Advanced W.I.N.S. Training
Certified U.D. Service Manager
Education
Mesa State University- Grand Junction, Colorado 1981-82
Phoenix College - Phoenix Arizona 1980-81
Arizona Western College- Yuma, Arizona 1979-80
Sahuaro High School- Tucson, Arizona Class of 1979
Personal Strengths
Strong people skills.
Strong organizational and paper skills.
Excellent task completion skills with consistent effort to eliminate “loose ends.” As a supervisor, I have great pride in maintaining low employee turnover.
Strong in policy and procedure, trying to maintain good working relationships with GM factory rep’s and employees, alike.
Always interested in personal growth and willing to learn new aspects of the job and take on different challenges
Computer Experience
4 years on Reynolds & Reynolds.
3 years on U.C.S.
4-1/2 years 9 months on A.D.P.
References
Jon Joyce – GM Rep, Phoenix West and North and Las Vegas 480-***-****)
Paul Zbojniewicz – GM Rep, Phoenix East and South and Tucson 602-***-****)
Matt Brown – GM of Brown & Brown Chevrolet, Mesa, AZ 602-***-****)
John Thomas - formerly my GM at Midway and Sands Chevrolet 602-***-****) Jerry Moore – Dealer Operator at Sands Motor Company 602-***-****)
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