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Fixed Operations Manager Resume Example

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FIXED OPERATIONS MANAGER
Summary

Versatile Manager trained in Project Management, Fixed Operations and Team Building who thrives in challenging and growth focused environments.  Assertive and enthusiastic, with an unsurpassed work ethic. Excels at building teams and enforces a high level of quality in products and services using proven methods and cutting-edge technology to successfully cut costs, streamline operations and increase productivity. Versed in contract negotiation and process improvement. Applies in-depth knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and business. Natural leader driven to motivate teams to exceed business goals and targets while under pressure.

Highlights
  • Strategic planning
  • Negotiations expert
  • Procedure development
  • Mergers and acquisitions knowledge
  • Personable
  • Team building
  • Troubleshooting and problem solving
  • Cost reduction and containment
  • Multi-site operations
  • Process improvement strategies
  • Multi-unit operations management
  • Relationship building
  • Client Relationships
Experience
Fixed Operations Manager04/2009 to CurrentCompany NameCity, State
  • Built Crown Nissan Service Department into the Largest Volume Servicing Dealer in the State of Alabama.
  • Developed and shared best practices across the company.
  • Recruited, hired and trained new employees for Service and Parts Departments.
  • Boosted company efficiency through technology upgrades and process improvements.
  • Optimized the overall customer experience.
  • Mentor, coached and trained multi level team members.
  • Identified inefficiencies and made recommendations for process improvements.
  • Responsible for all Service and Parts Department advertising.
  • Developed, planned and over sight for multiple dealership building projects such as;
  • 1.) Service Department remodel
  • 2.) Customer Service Lounge
  • 3.) Installation of Tunnel Car Wash
  • Included working with Architect for design, pulling permits and managing contractors to maintain budget and meet required time line for completion.
General Manager and Director of Service & Parts Operations09/2007 to 04/2009Company NameCity, State
  • Managed Multi line car dealer Sales, Service and Parts Departments, including Mazda, Audi and Volkswagen at multiple site locations.
  • Contributed to repeat and referral business by using strong customer service and problem solving skills.
  • Identified key growth opportunities for the business.
  • Capitalized on industry changes to maximize company revenue.
  • Managed the day-to-day tactical and long-term strategic activities within the business.
  • Reduced and controlled expenses by improving resource allocation.
  • Reviewed and approved billing invoices and expense reports.
  • Recruited and hired multi level employess.
  • Offered feedback to executive-level management on the effectiveness of strategies, selling programs and initiatives.
  • Drafted action plans and led meetings with department executives to review project status and proposed changes.
  • Collaborated with cross-functional teams to draft project schedules and plans.
  • Monitored team progress and enforced deadlines.
  • Served as the single point of contact for project scheduling and changes.
  • Audited work plans and offered recommendations for improvements.
  • Partnered with Sales, Finance, Parts and Service Departments to implement best practices.
Service Director04/2004 to 09/2007Company NameCity, State
  • Created training manuals targeted at resolving even the most difficult customer issues.
  • Recruited, managed and mentored multi level employees.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Effectively managed departmental expenses to stay within allocated budget.
  • Resolved customer questions, issues and complaints.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Service Director04/1994 to 04/2004Company NameCity, State
  • Created training manuals targeted at resolving even the most difficult customer issues.
  • Recruited, managed and mentored new Department employees.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Effectively managed departmental expenses to stay within allocated budget.
  • Resolved customer questions, issues and complaints.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Evening Automotive Teacher08/1989 to 06/1990Company NameCity, State
  • Developed interesting course plans to meet academic, intellectual and social needs of students.
  • Developed and implemented interesting and interactive learning mediums to increase student understanding of course materials.
  • Used variety of teaching techniques to encourage student critical thinking and discussion.
  • Established and enforced rules for behavior and procedures for maintaining order.
  • Developed, administered and corrected tests and quizzes in a timely manner.
  • Designed lessonplans focused on age and level-appropriate material.
  • Due to successful graduation and employment placement, was offered full time teaching position.
Service and Parts Director03/1982 to 04/1994Company NameCity, State
  • Managed Multi line car dealer Service and Parts Departments, including Honda, Pontiac-Cadillac-GMC Truck, Sterling, Dodge, Ford and Volvo.
  • Acquired and assimilated Pontiac-Cadillac-GMC Truck into King Motor Company.
  • Created training manuals targeted at resolving even the most difficult customer issues.
  • Recruited, managed and mentored various Department employees.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Effectively managed departmental expenses to stay within allocated budget.
  • Resolved customer questions, issues and complaints.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
  • Generated and distributed daily reports and order acknowledgments to appropriate personnel.
Customer Relations Department03/1980 to 03/1982Company NameCity, State
  • Provided accurate and appropriate information in response to customer inquiries.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Maintained up-to-date records at all times.
  • Developed effective relationships with all call center departments through clear communication.
  • Ran reports and supplied data to fulfill customer report requirements.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Enforced Service Center policies, procedures and quality assurance measures.
  • Facilitated information flow between customer service and dealership management to ensure customer satisfaction.
Education
Dealership Management: Automotive & Industrial Management2000General Motors 2 Year Management CollegeCity, State
Certified-Technical Diploma: Technical Training1977AMI Technical InstituteCity, State
Certifications

Management Certified with Nissan, Pontiac, Cadillac, GMC Truck, Honda, Sterling, Dodge, Ford, Volvo, Volkswagen, Audi and Mazda.

Accomplishments
  • Participated in Dealership Business Improvement 20 Groups for over 25 years.
  • Received Top Awards every year for:
  • Customer Satisfaction
  • Business Improvements
  • Sales and Production Goals
  • Served as President of Parts & Service Managers Association
  • Served on Board of Education for Jefferson County for Automotive Service Excellence
  • Advisor for Mazda National Parts and Service Business Strategies
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Resume Overview

School Attended

  • General Motors 2 Year Management College
  • AMI Technical Institute

Job Titles Held:

  • Fixed Operations Manager
  • General Manager and Director of Service & Parts Operations
  • Service Director
  • Evening Automotive Teacher
  • Service and Parts Director
  • Customer Relations Department

Degrees

  • Dealership Management : Automotive & Industrial Management 2000
    Certified-Technical Diploma : Technical Training 1977
    Certifications

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