Service Customer
Resume:
W. RICK MCGRATH
Westerville, OH 43082
******@*****.***
OBJECTIVE and QUALIFICATIONS
Service Advisor
Leader, problem solver and facilitator with over 25 years of experience. managing and developing a client base. Responsible for efficiency studies, team development, and operational audits, generating nearly $1,000,000.00 in annual sales. Expert in estimating automotive repairs, warranty administration, in specialty/general shop systems. Accomplished trainer and motivator. Familiar with foreign, domestic car, light, medium, and heavy-duty trucks, Proficient with major estimating systems and labor time guides: Mitchell, Motors, Chilton in addition to dealer operating systems such as ADP, Reynolds & Reynolds, and Dealer Track.
PROFESSIONAL EXPERIENCE
Respond and solve customer inquiries and problems. Perform walk-around inspections. Bolster effective labor rates and dollars per RO. Follow up with customers to establish and maintain high levels of customer satisfaction managing all aspects of customer service. Schedule, estimate, sell and dispatch work, and guide technical staff in the shop. Direct technicians. Apply warranties and service contracts. Collect aged accounts receivable at:
Sandoval Buick GMC 4/16-Present
Delaware, Ohio
Service Advisor
Byers Ford 8/14-4/16
Delaware, Ohio
Service Advisor
Selected Achievements:
Ford’s 2015 e2 Employee Excellence Level III award recipient
Dick Masheter Ford 1/14-7/14 Columbus, Ohio
Service Advisor
Coughlin GM of Marysville 7/13-12/13
Marysville, Ohio
Service Advisor
Bob-Boyd Lincoln Mercury 9/07-6/13
Columbus, Ohio
Selected Achievements:
Ford’s 2008, 2009 and 2010 e2 Employee Excellence Award Winner
Member of Ford’s 2008 & 2009 President’s Award
Columbus Truck & Equipment 3/06-8/07
Columbus, Ohio
Jack Maxton Chevrolet
Columbus, OH
Service Advisor 8/2000-3/06
Selected Achievements:
o4-year member of the Chevrolet Service Advisory Guild.
oGM certified Service Advisor
BobKeimFordSales,Inc., Columbus,OH
Service Advisor. 9/1991-8/2000
Selected Achievements:
oRated in top 5% of Service Advisors in area winning numerous awards.
oRedesigned automotive files to insure accurate service tracking through vehicle life
oEstablished one-minute response to customer inquiries: designed a dispatch system to show full status of vehicle location, process and promised completion times.
QNP Corporation (owners of: Progress Point, Nourse Motors & Quality Chevrolet)
Columbus, OH
Service Manager/Director. 1986-1988 and 1989-1991
Directed operations of service departments. Ensured the maintenance and quality of service standards. Negotiated and maintained factory relationships. Served as administrator of warranty, policy, and procedures. Hired, trained, and supervised a staff of up to 15 employees. Set up and maintained one body shop.
Selected Achievements:
oImproved customer service index nearly 20% by changing service portrait and establishing a new car owner program. Developed a profitable service shop by increasing production and employee education/training, advertising, and selling of services during the write up period.
o"Pulse of the Future" award recipient.
Columbus Stewardship Planning Group
Columbus, OH
Consultant/Assistant Vice-President. 1988-1989
Worked with top management to develop marketing strategy for this financial services company. Promoted and advertised services through radio, publication media and mail. Conducted recruiting and training meetings.
Selected Achievements:
oRecognized by management for writing policy/procedures manual and job descriptions enabling the company to respond more quickly to customers.
RELATED EXPERIENCE
Assistant Service Manager - White-Allen Porsche/Audi (1985-1986).
Service Advisor - Smedley Chevrolet (1983-1985).
EDUCATION
Bachelor of Science Degree in Business Administration
Franklin University, Columbus, OH –1983
Classes taken:
Financial Accounting
Managerial Accounting
Intermediate Accounting I and II
Associate Degree in Accounting (8 hours to completion)
General Motors University of Automotive Management Graduated -1988
2 year program: Fundamentals of Management 6 months
Managing Personnel 6 months
Accounting 6 months
Operations Management 6 months
Manufacturer/Factory Training Certification from Toyota, Subaru,
Porsche/Audi, General Motors, Ford, Mack & Volvo.
REFERENCES Furnished upon request
Salary requirements: Negotiable
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