Member Team Customer Service
Resume:
W. THOMAS DAUGHTRY
Macon, GA **220
**********@*****.***
PROFESSIONAL SUMMARY
Seasoned Operations Manager and Certified Service Advisor with over 25 years of proven experience in managing teams, increasing operational revenue, and providing excellent customer service. A strong leader who is skilled in all phases of operations and service management with a reputation for enthusiasm, loyalty and unsurpassed work ethic to guide a company to excel at using proven methods to streamline operations and increase productivity.
CORE QUALIFICATIONS
oBuidling strong teams
oExtensive knowledge in automobiles
oInventory and purchasing optimization
oElectrical knowledge and experience
oCustomer and sales management
oExcellent communication skills
oStrong analytical and problem solving
oMulti-task, prioritize and provide solutions
under pressure
oSafety and regulatory compliance
PROFESSIONAL EXPERIENCE
SERVICE ADVISOR, Riverside Ford Lincoln, Macon, GA, September 2020 – Present
Customer service: Greet customers, gather vehicle information, inspect vehicle and work with customer to choose maintenance plan based on vehicle age, mileage and history of the vehicle.
Clearly report all vehicle symptoms as described by the customer and establish follow-up time.
Prepare complete and accurate estimates of cost for labor and parts and ensure the customer understands and approves the services and repairs.
Monitor and update customers on status of each vehicle throughout the day.
Verify that the final invoice reconciles with the work and explain all completed work and charges to customers.
Ensure customer has a superb experience during the visit.
Ford Certified Service Advisor.
OPERATIONS MANAGER, Lamar Advertising, 1999 – July 2020
Construction and production activities relating to the operation of the company in a profitable, optimize manner.
Managed daily operations including training, supervision and assignments for 12 member team.
Monitored and directed the work of our team and subcontractors.
Demonstrated leadership and teamwork standards that showed a reduction of staff turnover by 22%.
Created innovative operational objectives and delegated assignments to onsite teams.
Performed regular job site observations to provide efficient direction for personnel.
Determined the project scheduling, including the sequence of construction activities.
Conducted routine quality audits to ensure that work was progressing according to the specifications and initiated all corrective actions.
Review approved estimates for ordering and purchasing materials and equipment.
Responsible for HR duties for the department including hiring, training, labor issues and termination.
Performed daily scheduling and safety observations to comply with OSHA requirements.
SPECIFIC AREAS OF RESPONSIBILITIES:
FLEET
Reviewed all vehicle maintenance records, driver management and CDL compliance requirements.
PLANT MAINTENANCE
Conducted shop equipment inspections, maintenance on all buildings and grounds and on all field structures including new builds/rebuilds/removals and relocations, re-facing signs, & vegetation control.
Supervised the construction and repair of billboards.
Inspected the quality of all structures to maximize appearance and safety.
FINANCIAL
Executed capital expenditures and material purchasing for equipment and supplies.
Insured the timely and proper completion of all job tickets.
Monitored accounts payable for assessing spending levels for improvements and optimization.
Inventory management and administration.
SUPERVISION AND SAFETY
Managed workforce including supervision, discipline, termination, hiring of new employees and training.
Managed work demands between the sales department for cost containment and reduction.
Administered payroll including independent contractors supervision and documentation.
Monitored MSDS data sheets, OSHA documentation and communication, and conducted field inspections for compliance with adherence to company policies and all regulations.
Monitored safety installation of all structures including those 200 feet in height.
CUSTOMER SERVICE
Provided feedback to sales and management regarding production requests and the impact on costs/profit and scheduling of production activities.
REAL ESTATE/LEASE MANAGER, Lamar Advertising, Tallahassee, FL 1997 – 1999
All sales activities relating to the operations of the plant in a profitable and optimized manner.
Responsible for all activities to obtain and maintain site leases for outdoor advertising locations.
As a Lease Manager maintained a consistent leasing effort to ensure proper numbers in locations of panels, assisted in the relocation of panels, assisted in the relocation of units to eliminate obsolete locations, maintenance of all structures in accordance with employer’s standards, stayed current of all local zoning regulations, documented and informed employer of any legal issues.
Obtained all necessary licenses and permits, assisted in continuing public relation activities and adhered to and supported all employer programs.
SIGN INSPECTOR, State of Florida, 1992 – 1997
Reviewed permit applications submitted to the outdoor advertising section by individuals and firms to insure that all information included in the application was correct and that the proposed sign would comply with Florida Statues.
Performed site inspection in locations where new signs were to be erected to ensure that the site and the proposed sign were in compliance with Florida Statues, zoning and not prohibited by local ordinance. Proof blueprints to ensure sign structure was in compliance with Florida Building Codes.
Inspected newly erected signs to ensure that the signs met all requirements of Chapter 479, F.S., local permits, and built to engineering specifications and standards.
Took proper action and coordinated efforts with contractors to remove any illegally erected signs for removal to comply with Florida Law.
Worked with sign owners to insure that signs were not located within the right of way of state maintained roads.
Prepared, attended and testified at public hearings relating to violations of Chapter 479, F.S.
EDUCATION / CERTIFICATIONS
Business Management, A.S.
Tallahassee Community College, Florida
Ford Certified Service Advisor
December 2020
HONORS / AWARDS
2003 to 2019 – SAFETY AWARD – No long time accidents or injuries
REFERENCES AVAILABLE UPON REQUEST
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