Service Consultant Director
Resume:
THOMAS CROSSNOE
**** **** **** **. ************ Tn. 37129
***********@*****.***
Experienced Service Director/Fixed Operations Manager for
multi-dealership franchise, seeking opportunity for growth and advancement
SUMMARY OF QUALIFICATIONS
Proven performance as a service director/service manager in fast-paced and multiple environments
Strongly skilled in motivating and leading a team
Proven track record in consulting and repairing back-end F/O, resulting in higher profits and
service process development
Highly trained-results oriented leader
Proven development of CSI program to increase overall customer satisfaction levels and
repeat business
EXPERIENCE
Ford of Murfreesboro (AMSI) July 2022-current
Dispatcher/Shop manager
Responsible for daily management of shop workload in a high volume repair shop
Dispatched repair orders to proper technician based on training and certifications
Invoiced repair orders
Assisted warranty administrator with warranty compliance and proper documentation for warranty approval
Greenway Kia Franklin, Tn October 2021-July 2022
Service Manager
Responsible for monitoring day-to-day operations of service department and assuring that they operate at maximum production
Create and implement in-dealership process to improve CSI levels. When first employed at Greenway the CSI score was in the bottom 3 dealers in the country(736 score). 3 months later after implementing processes and better communication with customers and employees the dealership Service Score was in the top 20% of the country consistently (905 score)
Increased gross profit for service department by almost 100% during employment period.
Responsible for warranty compliance Three C’s, technician stories and proper documentation including photos where applicable..
Responsible for implementing processes for OSHA compliance
Responsible for controlling expenses and overall profitabi
NELSON MAZDA, Murfreesboro, TN July 1998- January 30 2021
Service Director
Responsible for monitoring day-to-day operations of service department and assuring that they operate at maximum production
Create and implement in-dealership process to improve CSI levels and develop customer relationships in order to ensure repeat business
Establish effective quality control system to ensure customer vehicles are repaired properly
Perform daily monitoring of technician productivity
Analyze daily accounting information relating to effective labor rate (ELR) and hours per R/O sold
Prepare monthly goals and objectives; review progress made versus objective obtained daily
Consulted with GM’s in 4 locations to troubleshoot and repair departments that were unprofitable, by creating an effective system that resulted in immediate growth in sales and profits
Responsible for controlling expenses and overall profitability of P/S departments
Direct supervision of 25 employees
Implemented Tru video for Technicians and Service Advisors, Created scripts for effective customer communication during video presentations.
Proficient in multiple dealership DMS operation to include ADP,Reynolds and Reynolds,Dealertack, X-time, Tru-video.
Adaptable and moldable, always willing to learn in an ever changing dealership environment.
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HIPPODROME DODGE, Franklin, TN 5/1995 - 7/1998
Service Manager
Responsible for day-to-day operations of service department
Perform warranty administration duties
Distributed service work to appropriate technicians
Established monthly goals and objectives
Developed in-dealership service processes to maintain effectiveness and profitability
Direct supervision of 10 employees
HARPETH FORD, Franklin, TN 2/1993 - 5/1995
Dispatcher
Assisted in supervising 14 technicians and 3 service advisors
Dispatched repair orders to appropriate technicians
Prepare and submit warranty claims for high-volume department
Assisted in quality control measures
RANDY HOSLER PONTIAC, Pontiac, MI 7/1988 - 2/1993
Service Advisor
Greeted customers promptly and courteously
Handled high-volume of service department inquiries daily
Scheduled appointments, addressed customer inquiries and concerns, and maintained customer follow-up
Wrote customer repair orders and advised of maintenance needs
Maintained high sales average per repair order
Performed post-repair follow up to ensure customer satisfaction
THE SALT BARN, Smyrna,TN March 2018-current
Co-Owner
The Salt Barn is a Wellness Center that features a Salt Cave, Float Tanks, Infrared Saunas,
We employ massage therapists, and aestheticians to perform Massages, Facials and waxing services.
TRAINING
Atcon - Leadership 1 & 2
Atcon - Controllables
NADA - Fixed Ops Seminar
Service Profit & Performance Workshop/Seminar
Customer Satisfaction Workshop
Automotive University
Warranty Administration Fundamentals
Warranty Processing & Reporting
Service Advisor Selling Skills Seminar
Negotiating To Yes Seminar/Workshop
Service Consultant Communication Strategies Seminar
Service Consultant Product Knowledge Seminar
Breaking Through to Higher Profits
Multiple Mazda and NADA web based courses
AWARDS
Mazda Winner’s Circle
Mazda President’s Guild
Mazda Elite Status
REFERENCES
Mark Daves Mazda USA DSM Gulf Region 865-***-****
Lonnie Stevens Service Advisor Ford of Franklin 615-***-****
Pete Lasalandra Serv. Dir. Nelson Mazda Cool Springs 615-***-****
T.C. Staton COO Hudson Auto Group 423-***-****
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