Richard Robertson

Daytona Beach, FL *****

ad3zqh@r.postjobfree.com

386-***-****

Multi-talented Service Manager successful at handling customer issues quickly and effectively. Demonstrated record of developing successful policies used store-wide to promote customer engagement and reduce issues. Bringing 15 years of progressive service industry experience. Dedicated to providing excellent customer service and making operational and procedural improvements when necessary. A very motivated leader eager to improve and streamline service procedures to maximize team efficiency and customer satisfaction. Specializing in quality, speed, and performance improvements. Every dept. I have worked in or managed has significantly improved both CSI scores and profitability. References to verify these statements are available upon request. Work Experience

Fixed Operations Director

Sheehy Ford of Ashland - Ashland, VA

October 2015 to January 2018

· Oversaw departments including customer relations, sales and service.

· Worked with vendors to negotiate prices and set delivery schedules.

· Surpassed first year target sales objective by 36%.

· Monitored different departments for efficient use of employee and material resources.

· Developed and deepened positive relationships with team members, customers and manufacturer representatives.

· Recommended and authorized capital expenditures for acquisition of updated equipment to increase efficiency.

· Managed all operations, including marketing, forecasting and profit and loss analysis.

· Reviewed daily financial reports for each department.

· Created financial plan covering each year projecting and surpassing at least 12% growth.

· Stayed current on the category market in order to take advantage of the latest trends.

· Executed integrated advertising campaign across multiple media channels.

· Drove sales and maintained cost controls.

· Collaborated with suppliers to determine strategies for improving sales and profit.

· Gained market share in new sales performance.

· Generated reports detailing project information and predictions.

· Initiated program that standardized employee training and led to increase in customer satisfaction from below manufacturer standards to well above inside of 4 months Service Manager

Radley Chevrolet - Fredericksburg, VA

October 2013 to October 2015

· Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.

· Hired, coached and trained staff and monitored performance.

· Drove sales and maintained cost controls.

· Promoted dynamic, positive and memorable guest experiences.

· Monitored progress by establishing plans, budgets and measuring results. Leading the dept. from showing a loss on the statement monthly and consistently for 36 months prior to my hire date to a net profit inside of 5 months

· Empowered staff members to contribute to the continuous improvement, quality and growth of the company.

· Implemented effective customer service procedures to encourage positive feedback.

· Earned multiple awards for CSI and sales achieving General Motors "Customer Experience Mentor" badge.

· Managed two separate departments in seperate locations entire time of employment. Radley Chevrolet Service and Radley Cadillac Service.

Top Sales Associate

Radley Gold Club Standards

January 2008 to December 2013

6 out of 7 years

· Worked under strict deadlines and responded to service requests and emergency call-outs.

· Managed quality communication, customer support and product representation for each client. Service Advisor

Karen Radley Acura - Woodbridge, VA

March 2005 to September 2012

· Welcomed people as they entered the facility and ascertained their needs by asking open-ended questions.

· Recommended additional, useful services to customers, which helped to increase overall sales.

· Utilized ability to communicate electronically or face to face to resolve customer issues swiftly and effectively.

· Ensured that incidents were escalated immediately to remain compliant with the company's standard procedures and processes.

· Explained the amount that would be charged for services and provided detailed answers to customer questions.

· Developed countless new customer prospects or referrals nurturing them into loyal customers

· Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.

· Expressed appreciation and invited customers to return to the store.

· Opened and closed the store, which included counting cash drawers and making bank deposits.

· Attended local, regional and national trade shows for product development training as defined by territory needs.

· Prevented store losses using awareness, attention to detail and integrity.

· Offered exceptional customer service to differentiate and promote the company brand. Education

Auto Dealer Fixed Ops.Larry Edwards Fixed Ops Mgmt. College - Charlotte, NC 2015

Skills

• Talent development

• Skilled multi-tasker

• Team management

• Focused on customer satisfaction

• Proficient in Reynolds & Reynolds, Microsoft Office and Word

• Persuasive

• Cross-functional collaboration

• Schedule coordination

• CRM software

• Communication skills

• Account management

• Salesforce

Certifications and Licenses

Driver's License

December 2023 to July 2032

Perfect driving record

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