General Manager Customer Relations
Resume:
David DeGraw Englishman
* C- 860-***-**** * ************@*****.*** * ************@******.*** * 28 Woodfields Dr. Tolland CT 06084 General Manager / Fixed Operations Director / Service Manager AREAS OF STRENGTH & EXPERTISE
* Customer Relations * Productivity Improvement * Department Reorganization
* Employee Development * Policy & Procedure Development * Performance Evaluation
* Employee Relations * Productivity Forecasting * Payroll Planning & Structure
* Time Management * Marketing & Advertising * Service Drive Procedures
* Quality Control * Manufacturer Compliance Procedures * Contract review & Negotiations
* Technical Knowledge * Strategic Planning & Initiatives * Vendor Negotiations PROFESSIONAL EXPERIENCE
My Duties and responsibilities entail effectively monitoring and tweaking the service department on a daily basis, ensuring the department conducts its business with the goal of consistent improvement in the areas of gross profit retention, CSI, customer retention, marketing & advertising, coaching and training for all staff, facilitating excellent customer relations with clients and manufacturer personnel. Below is a brief synopsis of my strengths within a dealership service department setting:
● Setting up policies and procedures to stay compliant within the manufacturer’s procedural guidelines for technicians and service advisors. Instituting proper service drive procedures for porters and advisors, this just by itself raises the CSI and profits significantly.
● Initiating policies to maximize gross profit and warranty retention rates.
● Designing and executing the service department marketing and advertising strategies, planning includes: mailers, coupons and marketing within the dealership web-site. I initiate a value added coupon and a win-back letter to bring customers back to the dealership that were previously servicing in the aftermarket segment of the industry. I have had enormous success and a significant return on investment.
● Hiring an appointment coordinator and implementing software to track utilization of the loaner car fleet. Training the loaner car manager for effective loaner fleet utilization.
● Implementing software to facilitate the customer experience of booking their appointments on line 24 hours a day, thereby increasing the amount of appointments and the gross profit for the department.
● Facilitating new software within the parts department to allow the technicians to request parts from their work stations.
● Correlating direct parts fill rate and parts tracking to facilitate proper order and call back of special order parts customers, ensuring the advisors were pre-booking the customers next appointment for SOP parts.
● Set up policies within the parts department to have parts pre-picked and delivered to the technician thereby reducing down time.
● Facilitating software to allow advisors, technicians and parts countermen the ability to converse instantly without leaving their work stations. This action increased productivity and improved fixed first visit ratios.
● Conduct weekly meetings with advisors and technical staff, drilling down on core issues or to set guidelines to increase compliance with policies and procedures, quality control and other initiatives to increase revenue by following procedures.
● Working with each advisor one-on-one to increase their potential for excellent customer service skills, past results were the CSI was the highest in our market. Produced policies and procedures for a proper service drive walk around and taught proper up-sell techniques. Advisors went from 1.8 hrs/RO to 3.1 hrs/RO while dollar amount increased from $289 per RO to $422 per RO. ELR was $16 below posted CP door rate – increased ELR to within $4 of posted CP labor rate overall.
● Instituted policy and procedure training that greatly enhanced the skills of the advisors, whereby a warranty labor increase yielded a ten-dollar an hour addition to our hourly manufacturer rate. This was achieved by training the advisors to maintain the highest effective labor rate and by increasing the hours billed to each work order.
● I provide training to the warranty administrator to ensure warranty compliance and warranty gross profit retention, negating potential warranty audits or claw backs from the manufacturer. David DeGraw Englishman Resume Page 2
● Additionally, the advisors are shown how to profitably sell items such as body work, collision repairs and other sublet repairs, turning the service department into a full-circle repair facility and increasing gross profits, while offering customer’s services they need and want. Utilizing the BDC and price structuring brings customers in at new volume levels which help to bring the CSI to above average numbers.
● Initiating programs that turned the detail department into a profit center instead of being an expense. This created a benefit to the customer and enhanced the service department offerings to the customer.
● Facilitating the purchase of specialty tools, allowing the technicians to perform work normally given to sublet companies, retaining revenue in house and providing a significant addition to the gross profit.
● Achieving 100% compliance with manufacturer policy and procedures.
● I instill a commitment to accountability by structuring the duties of key members of the service team to be responsible for key elements of the performance, this includes the shop foreman, BDC and lead service advisor. Delegation leads to responsibility and accountability whereby team members can see productivity results that are measurable.
● I train the technicians on the use of proper stories and punch times to increase the warranty retention rate, decrease claw-backs and increase the amount of legitimate claimed time. By instilling proper stories and punch times the dealership leaves less money on the table and closes the door to liabilities. Prior Employment Experience:
I started my automotive career as a technician apprentice with a Toyota dealer, I was employed with Toyota for four years. I left Toyota for a local ten bay Goodyear facility to enhance my product knowledge within all manufacturer scope of knowledge, my employment lasted five years up to and when I decided to go into business for myself. I opened up a six bay repair facility and operated the business for eight years successfully and profitably. I was then offered a position to take over management of two Midas Canada Stores within Ottawa proper. I successfully retrained the entire staff at both locations, increased profits by good customer service, thus increasing the client base. I returned the two stores to the owner’s management and control, both profitable and prosperous. I was looking for more of a challenge and decided to accept the employment opportunity at Mercedes-Benz as Service Manager which led to the Service Director position. I have successfully increased sales and service profitability, retention and CSI during my tenure in the automotive management field and actively seek new and inventive means to transition infrequent patrons into lifelong customers that will aggressively promote the business. PROFESSIONAL ATTRIBUTES
I have been employed in the automotive industry for over thirty years. I have a proven track record of successful projects that have grown thriving sales and service departments, from initial concept through completion, while creating teams of professional people. I am a high energy, results driven leader who strives for teamwork within the framework of policy and procedure. I combine my passion for the automotive industry, customer service and retention with my goals of increasing gross profits. I recognize that ongoing training is necessary to offer outstanding customer service within every aspect of the sales, service and parts department. I have strong communication and interpersonal skills coupled with technical knowledge. I implement action plans to improve overall efficiency within my department. I am committed to technical and service excellence. I have personal integrity in every endeavor I make, public or private. I recognize and reward competency, excellence, drive and commitment. I strive to build a team based upon the guiding principles of leadership and continued growth of knowledge within the framework of policy & procedures. I believe that effective execution of policy & procedures leads to excellent customer service, customer retention and increased gross profits. I have full knowledge of and utilization of ADP/CDK & Reynolds ERA Ignite dealer management systems. I am versed in Mercedes-Benz EVA VEGA, Net-Star, dealer & manufacturer programs as well as utilization for performance enhancements within the service department. I have full knowledge and understanding of TruVideo and utilize this platform to upsell more work. I use Microsoft Word & Excel extensively throughout my duties. I use Microsoft Powerpoint presentations to enhance meetings and stimulate participation within a group context. I believe the automotive industry is a very detail-oriented business, I use spread sheets derived from the DMS data to pinpoint the root cause of a failure with the department. I enjoy challenges, growth, building winning teams, building CSI and profitability.
EDUCATION
Carleton University: Personal Finance, Mutual Funds, Money Management & Investing. Certified Financial Advisor. Algonquin College of Applied Arts & Technology: Automotive Technician training, basic, intermediate and advanced courses. Diploma – Certified Automotive Technician, Truck & Coach – Interprovincial licensing. David DeGraw Englishman Resume Page 3
PERSONAL INTERESTS
I enjoy reading personal growth and training manuals, automotive journals, history, political journals and books, business management and effective management articles. I enjoy writing and I E-published a book titled “Service Guide to Winning - Roadmap to Service Profitability”. The book's subject matter defines the proper functions and duties of each job description in a dealership service setting, with emphasis on tried and true policies and procedures and how to formulate a winning plan for future successes and growth. REFERENCES
Mr. Steve Dennis MBUSA Eastern Region SPOM – LI
1-516-***-**** ******.******@*****.***
Mr. Mark Eden’s Jack Daniels Audi
1-845-***-**** General Manager
Mr. Gerry McDonald Dealer Operations Manager
860-***-**** Gengras Auto Cars
Mr. Paul Smith General Manager
860-***-**** Formerly Gengras Chevrolet - Currently GM at Gates Hyundai Mr. Tim McDermott BMWNA Eastern Region Zone Manager 845-***-****
Mr. Sean Hogan FCA Auditor and Trainer
Mr. John Morrison GMC / Chevrolet
203-***-**** Corporate Trainer
Mr. Jeremy Redmond Fixed Operations Director
413-***-**** Bertera Automotive Group
Mr. Frank Zanin Finance Specialist
860-***-**** Formerly CDJR Gengras - Currently Land Rover Hartford Mr. Mike Charette Townline Auto Body
860-***-**** Owner Operator
Mr. Allen DeGraw President and CEO, Post-N-Track, Wethersfield, CT 1-860-***-**** www.post-n-track.com U.S. Medical Records Transfer Mr. George Laszlo Global Business Consulting, Owner – Management Coaching 1-514-***-**** Management Plus Inc. ******@*******.*** Agent Camil Dalpe Anti-Terrorism Detective, Criminal Intelligence Directorate RCMP, Canada 613-***-**** *****.*****@****-***.**.**
Officer Jon Lange East Hartford PD
860-***-**** Transportation Division
I welcome the opportunity to meet with you and explore opportunities David D. Englishman
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