Customer Service Consultant
Resume:
Brian Johnson
***********@*****.***
Denver, CO
Education
Bachelor of Science Degree - Business Administration, Avila University, Kansas City, MO 1999
Skills Summary
Over 20 years of experience in Automotive Service with 15+ years of coaching and management experience including maintaining safe, reliable, and cost-efficient fleet accounts
Develop and maintain lasting relationship with vendors including Napa, Advanced Auto, and several dealerships
Responsible for maintaining a safe, reliable, and cost-efficient fleet of vehicles
Manage the daily operations of several shops which includes sales, purchasing limits and overall operations
Understand and comply with federal, state, and local regulations that affect service and parts operations, such as hazardous waste disposal, OSHA right-to-know act, etc
Experienced in remarketing, sales, service, budgeting, purchasing, maintenance, and logistic processes
Proficient in ADP data processing, Reynolds & Reynolds, All Data, GM Global Connect, Chrysler Global Connect, TRIAD, First Call and NAPA Parts Online
Lead turnaround for 7 Firestone stores within Kansas and Missouri including training the staff and new manager to take the store over and keep it profitable
Responsibilities included maximizing shop productivity and efficiency; building customer satisfaction and enhancing team relationships
Professional Experience, Littleton, CO
Franklynn Automotive 2021 – 2022
Partner/Operator
Oversee daily operations of the shop
Responsible for all operations within the service department, from hiring and managing technicians and service advisors, to customer service
Communicate accurately with customer service manager and technicians to establish time commitments that meet standards and exceed customer requirements
Midas 2010-present, Denver, CO
District Manager
Managing the number one grossing Midas in Denver, which is also consistently in the top 10 for our district including Texas, New Mexico, Colorado, Arizona, and Wyoming
Number one for individual sales over the past few years
Responsible for all operations within the service department, from hiring and managing technicians and service advisors, to customer service
Responsible for driving profitability within the service department
Ensuring customer follow-up through day-to-day management of the Service Advisors, as well as personally dealing with outstanding issues
Manage the service department with a leadership style that focuses on protecting assets, ensuring optimal performance of the associates working on the vehicles, and scheduling technicians based on business and customer needs
Communicate accurately with customer service manager and technicians to establish time commitments that meet standards and exceed customer requirements
Adams Chevrolet, Kansas City, MO 2009-2010
Service Advisor
Performed all related duties of a service consultant including repair order write up, selling of regularly scheduled maintenances, up-sell of additional repair work, repair order control and processing of my own repair order warranty claims
Averaged over two and half hours per RO
Activities included: open and close automotive repair facility, ensure technicians performed inspections and repaired vehicles properly, customer service, customer sales-ordering of parts, internally and externally-oversee day to day operations of facilities, manage 16 automotive techs-ensure cleanliness of shop and showroom
Express Auto, Kansas City, MO 2007-2009
Store Manager
Hire, train, motivate, counsel and monitor the performance of all service quick lube department associates
Maintain reporting systems required by general manager, company and manufacturer
Monitor staffing levels, compensation levels and department turnover
Establish and maintain a good working relationship with customers to encourage repeat referral business
Dave Cross GMC Buick, Kansas City, MO 2006-2007
Service Writer
Customer service advisor preparing repair orders, diagnosing trouble vehicles and dispatching to specialized technicians, providing technical support and final inspection prior to customer delivery
Initiates automotive services and repairs by ascertaining performance problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; maintaining customer rapport and records
Jiffy Lube, Kansas City, MO 2004-2006
Store Manager (2nd highest volume store in the Country)
Planned layout of stockroom and other storage areas, considering turnover, size, weight, and related factors pertaining to items stored
Planned, prepared, and revised work schedules and duty assignments according to budget allotments, customer needs, problems, work-loads, and statistical forecasts
Interviewed, selected, and discharged employees
Trained and managed 8-10 employees and achieved significant improvements in their productivity
Consulted with supervisor and other personnel to resolve problems, such as equipment performance, output quality, and work schedules
Firestone, Kansas City, MO 1992-2004
Store Manager (1996-2004)
Lead turnaround for 7 Firestone stores within Kansas and Missouri, including training the staff and new manager to take the store over and keep it profitable
Awarded District Store of the Month several times
Work with the parts department as appropriate to ensure proper stocking of high use parts
Ensure that all required technical publications, periodicals, bulletins, etc., are obtained, kept up-to-date and properly maintained
Ensure that service department employees follow safety policies and practices and that they report any and all accidents immediately
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