Manager Service
Resume:
James S. Collins, Jr.
Pompano Beach Florida 33060
************@*****.***
OBJECTIVE A Fixed Operations Director position continually striving to increase profitability and grow market share by strategic alignment and implementation of key components while exceeding customer satisfaction goals and increasing customer retention. EXPERIENCE
JOEY ACCARDI PCJD-Pompano Beach, FL
December 2019- Present
Parts and Service Director
• Corrected CSI issues immediately and maintain Top CSI with Chrysler
• Increased Technician count from 7 to 19
• Corrected Warranty issues with Chrysler and repaired relationships.
• Train and coach daily Advisors and Technicians to maintain high CSI levels
• Maintain all schedules and receivables for Parts Service and Body Shop
• Successfully kept all Employees during COVID-19 with High Employee Satisfaction
• Built and maintained Training certification with Chrysler for all Departments SOUTHERN 441 TOYOTA-Royal Palm Beach, FL
January 2019-December 2019
Parts and Service Director
• Increase Technician count from 6 to 19.
• Implemented Tint Program
• 1st Director to become profitable in Parts in Service since Store purchase
• Increase Customer pay 37% (#1) in South East Toyota District 1
• CSI compliant each month
• System Administrator for Reynolds and Reynolds all Departments
• Work with GC on implementation of New Facility
MERCEDES BENZ OF PEMBROKE PINES – Pembroke Pines, FL July 2013 – December 2018
Customer Care Director
• Supervise dealership operations including parts, service and detail department including over 90 employees.
• Oversaw new construction of dealership which included daily interaction with general contractor and served as liaison between sub-contractors and dealer/owner/operator while successfully managing current parts and service operations and obtaining record increases and profits. Converted to Mercedes Benz Black compliance,
• Achieved million dollar profit for Parts and Service in 1 month.
• 5year trend of achieving complete compliance of Factory CSI including maintaining top CSI for Mercedes Benz
• Increased Parts and Service Gross over 50 % while hitting all AutoNation objectives including Service and Parts absorption of 110%
• Assist all Departments in maintaining daily operations and monitoring Customer Satisfaction
• System Administrator for CDK and Mercedes Benz operational system/ adding and deleting all personnel including applying applications to each employee GERMAIN HONDA – Dublin, OH
January 2013 – May 2013
Fixed Operations Director
TOYOTA DIRECT – Columbus, OH
March 2008 – November 2012
General Manager
• Supervised dealership operations including sales, finance, service, parts, and detail department including 120 employees.
• Annually increased new and used car sales and parts and service gross net profit while maintaining high level of CSI.
• 1st Columbus dealership to implement full parts and service facility with late night and Sunday hours.
• Supervised Direct Collision Body Shop.
TANSKY SAWMILL TOYOTA – Columbus, OH
March 2006 – March 2008
Fixed Operations Director
• Supervised fixed operations including service, parts, collision center, and detail department including 75 employees.
• Annually increase parts and service gross/net profit while maintaining high level CSI.
• Instrumental dealership coordinator for Toyota Signature program.
• Implemented service team system including five ASMs.
• 1st Columbus dealer to implement Service Writer Cashiering. RICHMOND TOYOTA – Richmond, IN
June 2004 – March 2006
Fixed Operations Director
• Supervised employees and managed daily operations of the Midwest’s Largest Toyota Store including the following departments: service, parts, customer relations, rental, detail, and maintenance.
• Increased parts and service gross 50% in 2005 & 2004.
• Initiated, implemented, and managed the “team system” including a service manager, three ASMs, and three (4) man teams with the capacity to expand to four teams.
• Initiated late night service hours (1st dealership in Wayne County, IN).
• Oversaw new construction of dealership which included daily interaction with general contractor and served as liaison between sub-contractors and dealer/owner/operator while successfully managing current parts and service operations and obtaining record increases and profits.
• Completely reconstructed “from the ground up” the parts and service departments at new facility.
• Instrumental in obtaining “Seattle’s Best Coffee” franchise and developing “The Nail Bay” nail salon located within the dealership to increase overall customer satisfaction and retention.
• Instrumental in installation of dealership computer and telephone systems as well as the sales department “key vault” system
• Conducted monthly new car clinics for new car owners.
• Trained new sales personnel on “new-car” delivery presentations.
• Demonstrated proactive communication with customers and vendors while maintaining accounting and database records and drafting status reports on customer service and rental vehicle issues.
• Resolved difficult issues regarding client complaints and other matters. Worked closely with owner and managers in other departments, such as sales, finance, and parts and service, on developing and updating policies and procedures for client services.
• Exhibited outstanding customer service skills including handling questions with speed, accuracy, and professionalism in order to increase client satisfaction and build customer loyalty and retention.
LIPTON TOYOTA – Ft. Lauderdale, FL
August 1999 – June 2004
Vice President – Fixed Operations
• Supervised employees and managed daily operations of the following departments: service, parts, after-market, maintenance/security, and cashier.
• Analyzed monthly financial statements and implemented action plan(s) if objectives were not being met.
• Established annual advertising budget and negotiated with vendors for additional advertising at “no expense” to the dealership.
• Constantly strived for “Total Customer Satisfaction” – top level achieved.
• Managed work in process and parts inventory, reconciled year-end inventory, and negotiated
“buy-out” of obsolete inventory items.
• Established new wholesale accounts for parts department – achieved 125% of goal.
• Established departmental and individual employee goals and implemented performance reviews.
• Filed co-op monies accordingly.
• Personally handled all 1-800 contacts.
• Communicated with body shops regarding warranty/wholesale pricing and purchasing.
• Initiated midnight hours (1st dealership in Ft. Lauderdale).
• Coordinated and oversaw all faucets of dealership building expansion projects
• Resolved customer complaints and represented dealership in litigation cases. TOYOTA ON NICHOLASVILLE & LEXUS STORE OF LEXINGTON – Nicholasville, KY September 1995 – August 1999
Parts & Service Director
• Supervised and managed the daily operations of the service and parts department for two legal entities – 70 employees including the service, parts, rental, and after-market department.
• Established departmental/employee goals and reviewed progress on a routine basis.
• Analyzed monthly financial statements and implemented action plan(s) when objectives were not being achieved.
• Established annual advertising budget and negotiated with vendors for additional advertising at “no cost” to dealership.
• Constantly strived for “Total Customer Satisfaction” – top level achieved.
• Managed work-in-process and parts inventory; year-end physical inventory count.
• Worked with all departments to ensure unity within dealership.
• Filed co-op monies accordingly.
• Personally handled all 1-800 contacts.
• Communicated with body shops regarding warranty/wholesale pricing and purchasing.
• Initiated and implemented midnight hours (1st dealership in KY).
• Coordinated and oversaw all faucets of dealership building expansion projects.
• Resolved customer complaints and represented dealership in litigation cases. TOYOTA DIRECT f/k/a TOYOTA NORTHEAST d/b/a PERFORMANCE TOYOTA Columbus, OH October 1993 – September 1995
Service Manager
• Managed daily activities so as to maximize sales efforts and customer satisfaction and increase revenue.
• Developed annual strategic plan for the service department operations.
• Prepared long- and short-term objectives for the development of ASMs and evaluated routinely the growth and performance of all service personnel.
• Formulated policies and established procedures for service training programs.
• Prepared plans resulting in excellent working relationships with factory District Service Manager as well as all other factory Toyota representatives.
• Counseled service personnel to determine needs and maintained accurate records which reflected job performance.
• Assisted General Manager in the selection of dealership personnel.
• Provided continual leadership and motivation to ensure competitive employee advancement.
• Controlled and monitored department revenue and expenses.
• Initiated development and design of department advertising
• Supervised building and grounds maintenance.
• Achieved Toyota Motor Sales Corporation goals:
o Training of all Service Technicians (A.S.E. and Toyota certifications) o Training of all ASMs
o Above average Customer Satisfaction scores
o Top Ten Service Dealers – Cincinnati region
TOYOTA DIRECT f/k/a TOYOTA NORTHEAST d/b/a PERFORMANCE TOYOTA – Columbus, OH April 1988 – October 1993
Comptroller
• Prepared actual and budgeted monthly and year-end financial statements.
• Developed dealership budget and pursued other financial projects.
• Operated and supported UCS computer system.
• Assisted General Manager in all compliance requests and customer disputes.
• Assisted in liquidation of insolvent subsidiary franchise.
• Supervised customer invoicing, accounts receivable collections, and accounts payable.
• Maintained payroll and benefits information and conducted annual performance reviews. EDUCATION Marketing/Management
The Ohio State University, Columbus, OH
Northern Michigan University, Marquette, MI
SKILLS Extensive knowledge of Reynolds & Reynolds, ADP, Light Year and Microsoft Office products including Word, Excel, and PowerPoint.
Possess strong analytical and conceptual skills and outstanding leadership and organizational skills. Ability to thoroughly manage multiple priorities and tasks which increasing efficiencies and profitability.
Maintain high level of professionalism and confidentiality. OUTSTANDING
AWARDS AND
ACHIEVEMENTS
SOUTHERN 441 TOYOTA
• Correct CSI issue at Dealership
• #1 Dealer District 1 Customer pay Increase 2019
MERCEDE BENZ OF PEMBROKE PINES
• Achieved Million Dollar month Parts and Service 2018
• Maintained high CSI 2013 – 2018
• Nominated and attended AMG driving school Germany 2017
• Achieved gross goals during renovation of Dealership construction 2016 TOYOTA DIRECT
• Toyota President Award Winner 2011 – 2010
• Toyota New Car Sales 2nd in the City 2011
• TCUV 1st Place Columbus Market 2011
• Top 10 Signature Award Winner USA 2010
TANSKY SAWMILL TOYOTA
• Took CLS to current #4 in Cincinnati Region 2008
• Attended Toyota 50th Anniversary Dealer Meeting-Hawaii 2007
• Prestigious Master Service Manager Award 2008 – 2006
• Prestigious Master Parts Manager Award 2008 – 2006 RICHMOND TOYOTA
• Toyota President Award for Excellence in Parts & Service 2004
• Prestigious Master Service Manager Award 2005 – 2004
• Prestigious Master Parts Manager Award 2005 – 2004
• Successfully initiated and implemented late night hours 2005 – 2004
• Constructed largest Midwest Toyota dealership 2005 – 2004 LIPTON TOYOYA
• Toyota President Award for Excellence in Parts & Service 2003 - 1999
• Prestigious Master Service Manager Award 2002 - 1999
• Prestigious Master Parts Manager Award 2002 - 1999
• Successfully initiated and implemented late night hours 2003 - 1999
• Southeast Toyota Top Performers Award – Elite in 2001 2002 – 1999
• Winner – Southeast Toyota Millionaires Weekend 2002
• Winner – Fast Start trip to Hawaii 2002
• 1st growth dealer in Southeast Toyota District 1 2002 - 2001
• Winner – San Francisco trip and Cash Award for Top Performers 2001
• First Service Director to take Service Department over $100k in CLS 2000
TOYOTA ON NICHOLASVILLE & LEXUS OF LEXINGTON
• Toyota President Award for Excellence in Parts & Service Last 4 out of 7 years
• Prestigious Master Service Manager Award 1998 - 1995
• Toyota Service Excellence Award 1998 - 1995
• Successfully initiated and managed the only Toyota & Lexus Service Department in Lexington, KY with midnight hours 1998
• 1st of 3 dealerships in USA to implement Toyota’s Kaizan method 1998
• Regional Parts and Service Roundtable Participant 997
• 1st Service Manager to take Service Department over $100k in CLS 1997
• Mark Brown – 1st Master Technician U.S.A. 1997
• Tim Leighton – 1st runner up Regional ASM 1997
• Winner – Toyota “Cruisin’ into Spring – Bahamas Cruise” 1997
• Winner – Toyota Cash Bash 1998 - 1995
TOYOTA DIRECT
• Prestigious Master Service Manager Award 1994
• Toyota Service Excellence Award 1994
• Successfully initiated & managed the only Toyota Service Department in Columbus, Ohio with midnight hours 1994
• Winner – Toyota “See ya’ in Mexico” contest 1994
• Prestigious Toyota Comptroller’s Award 1994 – 1992
• Chairman of annual picnic and holiday celebration 1994 – 1989
• Cones-Dever Toyota Golf Outing – 1st place 1991
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