Service manager/service Consultant

* ********* ** *** ***** Il ***** 630-***-**** *********@*******.*** .

Automotive Service Manager/Director

SUMMARY OF QUALIFICATIONS

** **** ***** ** ********** dealership service management experience focusing on customer satisfaction and leadership.

Management Leadership Training Planning Marketing Warranty and Policy

Customer Focus Technical Support Team Building

RELEVENT ACCOMPLISHMENTS

MANAGEMENT

Recognized by the dealer principal for raising profitability through cost controls on supplies, outside service companies and vendors.

Built repeat business and customer loyalty by:

Ensuring highest quality repair status.

Educating and problem solving with customers on technical issues and vehicle operations.

Improved customer satisfaction by implementing General Motors service improvement programs:

Worked with SFE coordinator to inprove CSI scores.

Coordinate resources with DBC to handle internet leads on time

Instituted programs that streamlined service operations.

Strengthened the dealership reputation by providing expert technical explanations and resolving product disputes between customer, dealer and manufacturer.

TEAM-BUILDING

Promoted an above-average level of expertise among technical staff.

Maintained a standard of up-to-date GM training for all technicians.

Identified and corrected deficiencies in procedures and products.

Created and directed an “in-house” training and review program to develop new skills and fixes.

Promoted participation in “GM Mark of Excellence” for employee satisfaction and recognition.

Fostered teamwork that motivated employees to achieve their highest potentials.

Formed interdepartmental teams to study CSI scores and formulate procedures to correct deficiencies.

Focused on employee ownership of customer satisfaction.

David McCall

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WORK HISTORY

03/2009---04/2012 Bill Jacobs Chev/Cadillac Joliet Il

Assistant Service Manager

Interim Service Manager Med Duty Trucks:

Body Shop; 2 Import Stores, Sister Chev Store

06/2008 11/2008 Woody Buick Pontiac GMC Elgin Il

Service Manager

1988---2008 Ed Murphy Buick/Volkswagen Schaumburg, Il

Service Director

DMS Experience ADP, Reynolds&Reynolds, EDS

EDUCATION AND TRAINING

Current GM Certification--- Service Manager, Service Consultant, ,Service Technology Expert, Volt Certified Service Consultant

Extensive training record at GM Technical Training.

GM Certified Service Manager 2004 thru 2012

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