Sales Customer Service

J. Gordon Mutch

Sherwood, OR *****

*******@***.***

Cell: 503-***-****

Summary

You will find that I am Dynamic, a driven leader.

Your Go-To guy.

High-Energy team leader - solid and confident.

A common sense manager.

Analytical, a fast learner and a big picture thinker

Organized, efficient and decisive.

A creative thinker, customer focused and detail oriented.

Skills:

Excellent team builder and recruiter.

Proficient in computer skills / POS systems.

Multi-Unit and multi-location operations specialist

World Class customer service skills.

Motivation, Communication, Training and Safety being highest priorities.

Experience:

Fleet Operations Director

11/2019 – Currant

AJT Transport LLC

Job Summary:

Full P&L accountability for Fleet and Maintenance departments.

Over see dispatch and brokerage daily operations.

Over see daily operations of Fleet Maintenance Department.

Oversee daily operations of Roadside Service Department.

Prioritize the field service operations as Needed.

Build Fleet expansion program. Procure necessary equipment.

Recruit Drivers and service staff.

Directly supervise all company policies, counseling and reviews.

Administering disciplinary action and recommendations for promotion or termination. Conduct all departmental service and safety meetings.

Service Advisor

08/17/2018 – 06/01/2019

Dick’s Hillsboro Honda, Hillsboro, Oregon

Job Summary:

Write up customer work orders. Sell inspections and any additional repairs needed. Do customer follow-up.

Complete work orders and collect the funds. Complete customer visit including valet car to the customer.

Complete all Honda Certified Service Advisor testing.

General Manager of Shops

5/2006 – 6/2018

Travel Centers of America, Aurora, Oregon

Job Summary:

Full P&L accountability. Overseeing daily sales and service operations.

Recruit and retrain commercial sales and service staff.

Adjust sales and marketing strategies as required.

Prioritize the field service operations program.

Improve the sense of urgency within the sales and service programs.

Create a field safety program.

Improve the sense of urgency within the emergence roadside service program.

Conduct all departmental sales, service and safety meetings.

Analyze all daily reports.

Oracle Sales Forecasting and Cognos forecasting. All budget controls.

SAP basic, A/R, A/P, Daily Operations

Full P/L responsibility, including expense control and Inventory control.

Accomplishments:

Rejuvenated a shop that had been floundering for years -

Implemented the “The Team Concept” by restructuring the inside sales and service staff. Doubling the service department staff. Increase sales staff.

Structure in house training program for sales and service departments.

Increase the field service operation. Prioritize a roadside and field safety program.

Started with 1 old service truck in 2006. In 2017 operated 5 roadside service trucks and 1 mobile maintenance box truck and a parts truck.

The shop is now showing a profit. Producing sales dollars equal to shops two and three times its size with labor sales up 44% and parts sales up 37%.

General Manager

4/1993 - 10/2005 BFS Retail & Commercial Operations, LLC,

Beaverton Location, Oregon

Job Summary:

Overseeing all retail operations: Front counter retail sales, B2B sales, training, mentoring and recruiting employees, both sales and service. Develop, plan and implement tracking for sales and service performance. Develop a Team-Oriented environment. Implement “The Team Concept”. Develop in house training for entry level service team members. Ensure smooth daily operations, including inventory control, expense control, A/R, A/P and P&L. Analyze daily Zone and District reports. Submit required reports.

Conduct all meetings with sales and service staff.

Prepare and conduct monthly safety meetings and inspections.

Accomplishments:

In the face of Recalls and Media attacks we maintained sales increases.

With labor strikes and corporate downsizing, we maintained increased sales.

After introducing the “The Team Concept” showed increases in sales and awards as well.

Implementing a Superior Customer Service Skills program again showed an increase in sales in the following months.

This showed a record increase in service sales with a dramatic decrease in labor cost and increased CSI (customer service index).

Lake Tire & Performance Lake Oswego, OR

1985 – 1993

Service Manager / General Manager / Owner

Old School Hot Rod Shop

Ford Motor Company Tigard, OR

1972-1984

Senior Technician

NIASE - Certified Automotive technician

Education

ASE, Portland, Oregon

Certification - Master Tech

P.C.C., Portland, Oregon

Vocational Certification

WSU Business Admin/Management/Marketing, Pullman, Washington

Some College Coursework Completed

Skills

Team Building / Recruiting / Motivation

Superior Customer Service Skills

Common Sense / Confident / Decisive

Communication / Problem Solving / Security

Organized / Efficient / Multi-Tasker

Basic computer / POS systems / IT

SAP, Microsoft, Excel, Cognos, Oracle forecasting.

Proven ability to recruit, train and manage award winning sales and service teams for 2 of the largest company's in their respective industries over the last 2 decades.

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