Service Manager Operational Excellence

Gary Atkinson

904-***-**** ********@***.***

PROFILE

A decisive, hands-on manager with an interactive management style can lead several teams simultaneously to achieve breakthrough results and best-in-class profitability.

Proven track record of success and experienced, innovative problem solver.

Collaborative, compassionate leader and mentor who inspires individuals and teams to exceed expectations and deliver outstanding, sustainable results.

Delivers operational excellence and best-in-class customer satisfaction and service quality.

Experienced and trained with five world-class automobile manufacturers, leading to an expansive and complete knowledge base.

Operates with in-depth knowledge of technical expertise to generate positive public interaction, focusing on safety and quality control.

Experienced in financial analysis, strategic planning, service accounting, cost analysis, return on investments and asset management.

EXPERIENCE

Bass Pro Shops Tracker Savannah, GA June 2022- July 2023

Boat Service Manager

Leveraging broad management skills, brought essential organizational management and adherence to process excellence to the team. Helped employees understand the importance of accountability to customers and the company. Integrated an employee safety and review system that brought additional operational excellence to the organization.

Hilton Head Buick GMC Cadillac Bluffton, SS February 2021- June 2022

Service Manager

Drawing upon past accomplishments, executed a successful turnaround in Customer Satisfaction scores within the first six months. Instituted new processes to build customer satisfaction while building revenue to record levels. Developed long-term, sustainable approaches that improved the customer experience while maintaining a positive teamwork environment.

Werner Hyundai Tallahassee, FL May 2017- February 2021

Director, Service & Parts, Hyundai Expert Certified

Utilizing broad management skills, achieved a ranking of #2 Nationally in Customer Pay Repair Order Count, a new record for this dealership. Selected to join the National Parts and Service Performance Group based on outstanding management success and proven track record. Achieved top Customer Satisfaction scores for the Southeast district for multiple quarters.

Kraft Nissan Tallahassee, FL 2015-2017

Director, Service & Parts, Nissan Master Certified

Responsible for public-facing and operational teams, implementing processes to facilitate the smooth running of the organization.

Led strategy, inspired teams, and established disciplined processes that improved market position.

o#1 dominant and sustainable market ranking from the #4 position in profitability.

oIncreased the gross profit of the operations in the years 2016 and 2017 by over 60%

oCustomer Service Index rating improved by 15 points.

oUtilized Nissan certification to guide new employees to train and implement corporate strategies and procedures.

Nissan of St. Augustine Saint Augustine, FL 2009 – 2015

Director, Service & Parts, Nissan Master Certified

Responsible for building a new team, crafting a strategic plan for the team to follow and implement, and working with the owners to further develop the dealership's success.

Increased revenues in service and parts sales by 35% year-on-year.

Increased net profit contribution to the dealership by 20% year-on-year.

Owner First Award 2011, 2012, 2013.

Built a new team and instituted process design that complimented and aligned with Nissan's policy and procedures.

Developed and instituted budget guidelines, advertising, and promotional strategy and implemented the same, which increased customer engagement and retention by 15% over previously measured KPI.

Ed Voyles Chrysler Jeep Marietta, GA 2006 – 2008

Service Manager, Chrysler Master Certified

Responsible for redirecting an existing team to reach new milestones, new revenue goals, introducing new processes, and improving warranty cost issues and overall department productivity

Increased revenues in service and parts sales by 23% year-on-year

Highest producer in revenues in Atlanta District 2007

Toyota/Scion South Morrow, GA 1998-2006

Service Manager, Toyota Master Certified

Responsible for a staff of 25 Service Advisors, Service Technicians, Support Staff, Receptionist and all operational teams to deliver outstanding customer satisfaction performance and best-in-class CSI scores.

Designed and implemented the EXPRESS PROGRAM to improve the overall customer experience, which resulted in a record-breaking 100% increase in RO count, which positively impacted overall customer satisfaction and retention.

Improved Net Profit by as much as 25% year-on-year.

Steve Rayman/United Nissan Morrow, GA 1993-1997

Service Manager, Nissan Master Certified

Bob Mandal Nissan Mobile, AL 1992-1993

Service Manager, Nissan Master Certified

Charles Evans, Inc. Conyers, GA 1981-1992

Service Manager, Service Advisor, Technician Master Certified

United States Army Ft. Jackson, Ft. Eustis, Schofield Barracks Hawaii 1978-1981

Helicopter Crew Chief OH-58 Scout, Enlisted

EDUCATION & DEVELOPMENT

Certification in Finance, HR, P&L Management, ATCON Service College, Birmingham, AL 2001

General Automotive Technical Training, Dekalb College, Clarkston GA, 1985

GUILD & BOARD POSITIONS

Saint John's County Education Foundation, Saint Augustine, FL (2011-2015)

Board Member

Nissan Parts and Service Guild, Atlanta, GA (1988-1992)

President

PERSONAL INTERESTS

Competitive Bass Fishing

Associated with Johnny Morris/Bass Pro & Cabella's Volunteer Pro Staff Member

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