Management

SERVICE MANAGER

QUALIFICATIONS PROFILE

Seasoned professional with more than 16 years of progressive experience in all aspects of management, automotive dealership and customer service. Broad-based experience in retail and wholesale automotive environments.

Goal-driven and customer-focused management professional with consistent achievement of services and sales objectives in highly competitive markets.

- Effectively manage a diversity of routine functions and projects with proven record of producing quality work within strict timelines.

- Excellent planning and organizational skills in coordinating all aspects of each project from inception through completion.

- Clear and logical communicator with strong negotiation skills and exceptional problem solving abilities; identifies root causes and derives corrective actions to meet short and long term business requirements using resourceful approaches.

KEY STRENGTHS

Special Market Programs

Strategic Planning

Margin Improvement

Contract Negotiations

Customer Needs Assessment

Customer Service / Satisfaction

Security & Maintenance

Project Coordination

Revenue Gain / Margin Improvement

Staff Motivation & Retention

PROFESSIONAL EXPERIENCE

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Bill Heard Chevrolet - Sugarland, TX

MAKE-READY MANAGER DEC 2000-SEP 2008

- Coordinated and managed all new and used car maintenance; initialized used car certification processes including starting, cleaning and rotating inventory

- Assumed various positions such as Fixed Operation Director or Service Manager during absence of authority to ensure efficient and smooth workflow

- Enhanced staff retention rate by implementing rewards and incentive programs that accelerated net bottom line results while dramatically reducing labor cost

- Oversaw the completion most construction projects, and instrumental for the image upgrade remodel and setup of fuel system

- Ensured all operations were compliant to safety standards and quality management systems

- Negotiated outside vendor contracts, pricing and payment

- Worked closely with the upper management and executives in completing dealerships

- Generated $300K in gross profit in one month in June 2007

- Recognized as member of Million Dollar Club in March 2005

DISPATCHER, WARRANTY BOOKER SEP 1998-SEP 2000

- Gained the most record number of hours ran through the service department, with more than 1400 hours on a weekly basis

- Attained less than 2% reject rate in booker operations

SERVICE CONSULTANT JAN 1998-SEP 1998

- Consistently gained the highest national average CSI scores

- Maintained repair order average of 2.5 labor hours per RO

EARLIER EXPERIENCE

Exxon - Houston, TX

SERVICE MANAGER FEB 1993-DEC 1997

TECHNICIAN JUL 1992-FEB 1993

EDUCATION & PROFESSIONAL DEVELOPMENT

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Associate of Arts in Business Administration - 1994

San Jacinto College, Pasadena, TX

Bill Heard Chevrolet, Gramm Leach Bliley Act, Ethnic diversity training

Conflict Resolution, Accessories Sales Training, Customer Satisfaction

Exxon USA, Management Training

Controlling Expenses, Conflict Resolution

ASE Certified Master Mechanic

COMMUNITY INVOLVEMENT

- Member, Memorial Church of Christ

- Member, Boy Scouts of America

- Life Member, NRA (National Rifle Association)

- Member, Texas Rifle Association

- Member, Lee County Wildlife Management Association

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