Customer Service Director with Automotive Leadership
Resume:
Brian Finley
***********@*****.***
www.linkedin.com/in/brian-finley-58ba2b335
Results-driven Customer Service Director with 10 years of progressive experience in automotive service management, outside sales and B2B sales focused on delivering exceptional customer service, driving operational efficiency, and increasing profitability. Proven record of implementing innovative solutions to enhance service operations, building strong customer relationships, and leading high-performance teams in dynamic dealership environments. Skilled in team leadership, P&L management, process optimization, and customer satisfaction.
Key Skills
• Customer Service Excellence: Develop and sustain high customer satisfaction scores by implementing service protocols and ensuring consistent, quality service.
• Operational Leadership: Expert in managing dealership service departments, with a focus on efficiency, revenue growth, and customer retention.
• Financial Acumen: Proficient in P&L management, budget planning, and cost control, maximizing profitability without sacrificing quality.
• Team Development: Skilled in recruiting, training, and mentoring service staff, creating a culture of accountability, growth, and high morale.
• Process Improvement: Adept at optimizing service workflows, enhancing technician productivity, and streamlining processes to improve turnaround times.
Professional Experience:
Roofing Estimator
A+ Roofing
Aug 2024-February 2025
• Responsible for scheduling and completing all estimate requests from clients.
• Responsible for suggesting annual roof maintenance programs to clients and getting clients to sign maintenance contracts.
• Assisted in daily monitoring of all costs from projects and creating cost spreadsheets.
Service Director
Patriot Chrysler, Dodge, Jeep and Ram- Tulsa
June 2023-August 2024
• Led all aspects of the service department operations for a high-volume dealership, overseeing a team of 24 technicians, advisors, and support staff.
• Boosted department revenue by 317% by implementing targeted upselling strategies, optimizing labor hours, and improving parts sales.
• Improved customer satisfaction index scores by 50% through training programs, quality assurance processes, and a focus on transparency in service communication.
• Managed departmental P&L, maintaining profitability through expense control, cost reduction initiatives, and efficient inventory management.
• Established KPIs and performance metrics for team members, recognizing top performers and providing development opportunities to underperforming employees.
• Implemented a customer retention strategy, resulting in a 30% increase in repeat service visits and long-term customer loyalty.
Reconditioning Manager
Z66 Auto Auction- Tulsa
March 2021- February 2023
• Implemented brand new service and reconditioning department for the auction.
• Oversaw day-to-day reconditioning department operations, coordinating with technicians and arbitration team for quality assurance.
• Performed post-sale inspections to ensure buyer satisfaction.
Service Manager
Tulsa Hyundai, Genesis of Tulsa
March 2014-December2020
• Oversaw day-to-day service department operations, coordinating with parts and sales teams to ensure smooth workflow and customer satisfaction.
• Conducted training sessions for service advisors and technicians on best practices, customer engagement, and product knowledge.
• Reduced average repair time by 30% through process standardization and lean management techniques, increasing customer throughput.
• Launched a customer feedback program to gather insights on service performance, which led to a 75% increase in customer satisfaction ratings.
• Collaborated with other department heads to align service goals with overall dealership objectives, driving cohesive, dealership-wide improvements.
Service Advisor
Edmond Hyundai
December 2011-March 2014
• Provided personalized, high-touch service to customers, ensuring clear communication regarding repair processes, timelines, and costs.
• Consistently met or exceeded upsell targets, contributing to departmental revenue growth by recommending needed services and repairs.
• Maintained detailed service records, facilitating smooth transitions for customers and fostering trust through transparency.
Education
High School Diploma
Certifications
• OEM-specific Service Management Certification with multiple brands (Hyundai, Genesis, Dodge, Chrysler, Jeep and Ram)
• Service Manager level one training through NCM
References available upon request
Contact this candidate