Service Consultant Automotive

Bryan D. Elledge

Phone: 803-***-**** E-mail: ****************@*****.***

Experienced in the automotive repair and automotive service management fields. Past experience with opening and establishing new store and retaining large volume customer base. Specialize in high CSI (Customer Satisfaction Index) and customer retention. Capable of growing parts and service gross profits while maintaining a high level of customer satisfaction, employee satisfaction, and customer retention. High end luxury experience in well known Acura dealership. Proficient in Reynolds and Reynolds and CDK DMS.

Objective: Establish and maintain growing and profitable customer relationships within the service department as well as new and used car purchasing customers. Qualifications: Platinum Level Hyundai Automotive Technician (Hyundai Certified) 2004-2009 Silver Level Hyundai Service Consultant (Hyundai Certified) 2009-2011 Hyundai Premium Consultant Specialist (Equuis Champion Advisor) 2010-2011 Kia Elite Professional Service Manager Certified (Kia Certified) 2011-Present Kia Premium Service Advocate (K900 Certification) N.A.D.A Fixed Operations II (Service) completion (attended academy) 2014 Kia Certified Parts Management Certification 2017-current

Work History 1999-2003(while attending high school) Cashier, Lizards Thicket, Elmwood Avenue, Columbia SC. Record and prepare food orders in a timely fashion in very high volume franchise store in downtown Columbia. Also responsible to maintain accurate cash and credit card sales records and account for cash register accuracy.

2003-2005 Automotive Service Technician, Pep Boys Automotive, Decker Boulevard, Columbia SC. Inspect and perform routine repairs on various makes and models of vehicles on a day to day basis. Responsible for accurately inspecting customer vehicles for possible safety or maintenance needs. Responsible for maintaining clean work area and account for all shop tools used during work shift.

2004-2009 Automotive Service Technician (Hyundai), Capitol Hyundai, Columbia, SC. Responsible for inspecting and recommending any safety related or maintenance items found during inspection. Responsible for diagnosing major engine concerns as well as transmission and suspension concerns. Performed repairs in a timely yet accurate fashion while maintaining high customer satisfaction and low comeback ratio. Maintained clean and organized work area as well as maintaining accurate and neat manufacturer special tool cabinet.

2009-2011 Automotive Service Consultant (Hyundai), Capitol Hyundai, Columbia, SC. Responsible for greeting customer’s and advising on recommended maintenances based on customer’s car and past recommendations on vehicle. Responsible for setting and organizing customer appointments so that work flow was evenly dispersed throughout shop without having down time throughout the course of the workday. Responsible for upselling to meet corporation standards for service consultant performance while maintaining above benchmark CSI scores for individual.

2011-2016 Service Manager JTs Kia

Responsible for managing and overseeing day to day operations of service facility and detail department. Attended and provided structure and feedback at meetings for growing new store customer base by creating aggressive but profitable service menu for dealership. Versed in Reynolds and Reynolds and able to manager warranty, sublet, and extended Warranty schedules. Also versed in using Xtime Service Tablet mobile advisor and Xtime service scheduling. Also responsible for establishing and training Service Customer Development Center at Kia Dealership for scheduling, and customer feedback interviews to maintain the highest quality CSI (customer satisfaction index known as KSI through Kia). Able to prepare and execute 12 month business plan for service department while maintaining profit margins Acceptable to manufacturer guidelines. Completed and achieved 95% test out at NADA Fixed Operation Management. This course taught me how to understand financial statements and data regarding my department.

2016-2019 Parts and Service Director (multi franchises) Acura and Kia of Augusta

Responsible for overall production and success of the fixed operations within 2 family owned dealerships. Maintained a staff of 60 employees and was responsible for business structure and execution of set goals. Attended quarterly NADA 20 group meetings to learn and discuss strengths and weaknesses in my 2 franchise fixed operations. Reported to General Manager and Operating Owner on a daily basis to review current track and standings in Customer Satisfaction Metric. Was recently able to install and utilize kiosk service drive lane equipment, and successfully teach clients how to self check in and go through important service menus. Kia franchise has grown exponentially since I arrived in 2016. Parts and Service Gross Average was at $97,000 per month through 2016. Kia is now averaging as of 2018 more than $210,000 in gross for parts and service. Kia had a peak month of $267,000 in October of 2019.

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