Service Manager

FRED ROTONDI

**** * ******* ***., *******, Illinois 60634 630-***-**** *********@*******.***

“Fred has exhibited keen leadership and problem-solving skills throughout his tenure. His ability to interact with employees, manufacturer’s representatives, as well as vendors has proved to be an invaluable asset. His dedication to providing a strong customer focused environment was the primary reason the dealership always achieved high marks in customer satisfaction surveys. He was in all matters, a company man.” --STEVEN MAGERS, GENERAL MANAGER, ELMHURST FORD

QUALIFICATIONS PROFILE

Highly motivated, results-driven, and tenacious senior executive, powered with more than 25 years of business management and operations experience. Possesses stellar qualifications in creating effective strategies and plans to increase target sales, maximize growth opportunities, and maintain profitable business operations. Recognized as a hands-on manager with expertise in training, mentoring, and developing employees to foster team unity and increase corporate productivity. Armed with remarkable skills in establishing win-win relationships and addressing diverse customer needs by providing innovative solutions and ensuring utmost satisfaction. Equipped with proven effectiveness to multitask in a globally competitive, fast-paced environment with dedication to world-class service. Proficient with Microsoft Office Suite.

KEY STRENGTHS

Strategic Business Development

Continuous Process / Performance Improvement

Budget Implementation and Cost Control

Quality Assurance and Regulatory Compliance

Contract Negotiation and Closing

Outstanding Customer and Vendor Relations Management

Leadership, Training, and Team Building

Problem Resolution and Decision-Making

CAREER PROGRESSION

RYDER LOGISTICS BENSENVILLE, IL

Shift Supervisor March 2014-Present

Assists the Service Manager I and II and/or Sr. Service Manager I and II manage the operations and personnel for a shift of a particular location. The Shift Supervisor has supervisory duties of employees on a shift, including but not limited to: Technicians-In-Charge, Customer Service Coordinators, Technicians, and Service Employees. The Shift Supervisor must be able to accomplish results and ensure business objectives and labor requirements are met. The Shift Supervisor is responsible for ensuring the customers’ needs are being met while balancing financial, operating, quality, safety and asset targets against the requirements of the business. This position is responsible for the management of the location performance against metrics to meet and/or exceed assigned objectives. The Shift Supervisor should be cross functionally trained in order to be able to back up others within the shop. As with all FMS Shop positions, the SS is responsible for adhering to all Ryder Maintenance Operations policies and procedures.

DCH CONSTRUCTION SERVICES BARTLETT, IL

Project Manager Sep 2011-Mar 2014

ELMHURST FORD ELMHURST, IL

Service Director

Sep 1996–Mar 2011

Warranty/Claims Manager

Jul 1992–Sep 1996

Production Scheduling Manager

Oct 1988–Jul 1992

Service Advisor

Jan 1985–Oct 1988

Directed and coordinated the day-to-day operational aspects of the Service Department, Parts Department, and Body Shop while maintaining the reputation, efficiency, and profitability of these departments. Upheld the highest ethical standards in managing all positions within the Dealerships Parts, Service, and Body Shops. Allocated annual operating budget to fund operations, maximize investments, and optimize efficiency. Established and implemented corporate goals and objectives for each department, while closely monitoring the departments’ performance. Determined staffing requirements: recruited, interviewed, and hired employees, and administered disciplinary actions or separations when necessary. Applied dynamic leadership talents to 42 team members, which included service advisors, service technicians, Parts Department team members, lot attendants, cashiers, and detailers. Fostered positive working environment with managers for the Service, Parts and Body departments to improve profitability and efficiency. Built and maintained long-term quality relationship with customers to promote their utmost satisfaction and to generate referral and repeat business. Kept updated on federal, state, and local regulations that affected operations while ensuring compliance with hazardous waste disposal and OSHA Right-to-Know regulations.

Notable Achievements:

Presided over the team member training program to achieve remarkable Customer Satisfaction and “Fixed Right the First Time” scores, thereby positioning in the top 10% of the dealer group on a consistent basis

Amplified the dollars-per-sale average to over $200 by displaying exemplary performance in designing a sales commission plan

Improved per-claim warranty funding by 14% while elevating the ratio of claims paid on 1st time filing in two folds

Expedited in-shop vehicle down times by 7% and increased customer satisfaction and retention ratings in the face of an industry-wide economic downturn by expertly managing the master production scheduling process

Earned distinction as a team player who is a “Total Quality Customer Service Professional” from the Ford Motor Company

Entrusted to simultaneously manage all supply/equipment purchases and building/property maintenance at two different locations

Recognized as the Medallion Elite Club Winner through demonstration of exemplary performance, dedication, and efficiency

EDUCATION

AUTOMOTIVE TECHNOLOGY COURSE Greer Technical Institute, Norridge, IL

PROFESSIONAL TRAINING & CERTIFICATION

Master Certification in Service Management, Customer Service Excellence, Ford Motor Company: 2011

Completed various web-based training (eLearning), classroom environment training, and FORDSTAR training courses

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