Chris Williams
Fixed Operations Director
Tyler,TX
Summary
I love the car business because of the relationships I have been able to establish with customers from the moment of purchase throughout the duration of ownership. That community interaction with the trusting people that grace our business, day after day, year after year, makes the hard work that a dealership team puts in all worthwhile. After all, I have learned that everyone can have the same product to sell, but it is the customer service and your employees that make the difference . I like to think, we in the customer satisfaction business, just happen to sell and service vehicles too.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Fixed Operations Director
Bill Dickason Chevrolet
Gladewater , Texas
2022.03 - Current
- Monitor performance metrics to ensure high-quality results from the Fixed Operations Department.
- Collaborate with other departments to ensure a seamless workflow throughout the organization.
- Maintain relationships with customers, vendors, and suppliers in support of fixed operations activities.
- Coach, mentor, and train staff members on best practices within the Fixed Operations Department.
- Manage inventory levels and purchasing processes for parts used in the Fixed Operations Department.
- Resolve customer complaints quickly and efficiently, while ensuring customer satisfaction in the Fixed Operations Department.
- Work with vendors to negotiate prices and set delivery schedules.
- Oversee customer relations, sales, and service departments.
- Reviewed daily financial reports for each department.
- Managed all operations, including marketing, forecasting, and profit and loss analysis.
- Supervised repairs and maintenance on equipment, vehicles and facilities to uphold standards of safety, efficiency and quality.
- Monitored inventory levels and placed new orders for merchandise to keep parts well-stocked.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Fixed Operations Director
McKaig Chevrolet Buick
Gladewater , TX
2019.05 - 2022.05
- May of 2022 McKaig Chevrolet Buick was purchased by William Bill Dickason. My duties as Director didn't change much, other than assuming the role of Warranty Administrator.
Fixed Operations Director
Gabriel Jordan Chevrolet Cadillac
Henderson , Texas
2018.02 - 2019.05
- Oversaw daily operations, including scheduling, staff management, budgeting, and forecasting in the Fixed Operations Department.
- Developed and implemented strategies to improve customer service satisfaction in the Fixed Operations Department.
- Identified areas of improvement for operational efficiency and cost savings in the Fixed Operations Department.
- Analyzed financial data and prepared reports summarizing departmental performance within the Fixed Operations Department.
- Monitored performance metrics to ensure high-quality results from the Fixed Operations Department.
- It wouldn't be fair to accept the responsibility of the parts department, as the parts manager had 35 years of GM experience.
Service Manger
Patterson Volkswagen of Tyler
Tyler , Texas
2015.02 - 2018.02
- Direct and coordinate activities involving the sale of manufactured products, services, and other subjects of sale.
- Developed a friendly working environment
- Review all repair orders for accuracy
- Review all repair order for declined services
- Audit warranty repairs for inaccuracies
- Bi-Weekly payroll
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Conducted performance reviews and provided constructive feedback to staff members.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Hired and trained service department staff to drive performance.
- Reviewed customer billing statements for accuracy prior to release.
- Performed root cause analysis on recurring problems encountered by customers.
- Resolved customer complaints quickly and effectively.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Conducted test drives before and after service repair
Volkswagen Service Consultant
Crown Motor Company & Royal Imports
Tyler , Texas
2014.01 - 2015.02
- Assisted customers in selecting appropriate services based on individual needs and preferences.
- Demonstrated knowledge of company products and services, including pricing plans and features.
- Educated customers about the features and benefits of different services offered by the company.
- Analyzed data from surveys to identify areas where improvements could be made in customer service delivery processes.
- Dispatch repairs to qualified technicians.
- Maintain top-tier Customer Survey Index.
- Provided excellent customer service to customers by answering inquiries and resolving complaints.
- My time here was short due to Patterson Auto Group purchasing Volkswagen from Jack King. Shortly after the buy-sell, I would be part of their Volkswagen store.
- Conducted test drives before and after service repair.
Automotive Service Consultant
Gorman-McCracken
Longview , Texas
2011.02 - 2014.01
- Awarded Outstanding Service, Customer Service Index Score three years in a row.
- Awarded best walk-around and service visit in Texas, video recorded via secret shopper. One of my favorite highlights writing service. To this day, my process is still the same. Forever embedded.
- Greeted customers and ascertained their automotive service needs.
- Advised customers on additional maintenance requirements or potential problems that may arise from neglecting recommended maintenance procedures.
- Developed strong relationships with clients through excellent customer service skills.
- Created estimates for auto repairs based on technician diagnoses and customer requests.
- Managed incoming calls from clients inquiring about service options and pricing information.
- Verified accuracy of client information entered into the database system prior to scheduling appointments or ordering parts.
- Resolved customer complaints promptly and professionally.
- Explained the benefits of extended warranties to customers considering purchasing them.
- Scheduled appointments with customers for preventive maintenance services such as oil changes and tire rotations.
- Provided detailed explanations of services, repairs, and associated costs to customers.
- Conducted test drives before and after repair services.
Automotive Service Advisor
Crown Motor Company & Royal Imports
Tyler , Texas
2002.04 - 2011.02
- Monitored work progress to ensure timely completion of services within specified timeframes.
- Followed up with customers after service visits to confirm satisfaction with completed work.
- Greeted customers, identified their needs and provided advice on automotive services.
- Provided estimates of repair costs to customers and discussed options with them.
- Managed customer inquiries regarding vehicle maintenance, warranties, recalls and other topics.
- Scheduled appointments for vehicle service and repairs as requested by customers.
- Educated customers about preventative maintenance programs available at the dealership.
- Conducted test drives before and after repair services.
Education
High School Diploma -
Chapel Hill High School
Tyler, TX1996-05
Some College (No Degree) - General Studies
Tyler Junior College
Tyler, TXSome College (No Degree) - Business Management
Blinn College
Bryan, TXSkills
- Training team members
- Technical knowledge
- Improving operations
- Cultivating productive relationships
- Developing marketing plans
- Customer Relations
- Staff Development
Accomplishments
- 6 Warranty Rate increases @ Gladewater location
- Learned three DMS within a year and a half...Automate, Autosoft and Reynolds Ignite
- Certificate for Dealer Pro Service Management 301 training by Don Reed in Gahanna, Ohio
- Fixed Operations Training by Dynatron
- Outstanding Service CSi Score three years in a row from Volkswagen of America
- Awarded best walk-around and service visit in Texas recorded via video by a secret shopper. VW presented me with a 65 in flat screen tv, I never knew this was a contest.
Certification
- GM Certified
- Volkswagen Certified
- Kia Certified
- Mazda Certified
- Isuzu Certified
- Subaru Certified
Affiliations
I have worked in the automotive industry for twenty two years. My experience comes with 14 years writing service, two years of service manager and six years Fixed Operations Director. Along the way, I have worked for five manufactures and operated six Dealer Management Systems. I embrace change. Change is good as it brings opportunity.
Quote
"Nothing can be fine tuned until it's first consistent"
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsPaid time offTeam Building / Company Retreats401k matchStock Options / Equity / Profit SharingQuote
If you don’t become the ocean you’ll be seasick every day.
Leonard Cohen
Timeline
Fixed Operations Director
Bill Dickason Chevrolet
2022.03 - Current
Fixed Operations Director
McKaig Chevrolet Buick
2019.05 - 2022.05
Fixed Operations Director
Gabriel Jordan Chevrolet Cadillac
2018.02 - 2019.05
Service Manger
Patterson Volkswagen of Tyler
2015.02 - 2018.02
Volkswagen Service Consultant
Crown Motor Company & Royal Imports
2014.01 - 2015.02
Automotive Service Consultant
Gorman-McCracken
2011.02 - 2014.01
Automotive Service Advisor
Crown Motor Company & Royal Imports
2002.04 - 2011.02
High School Diploma -
Chapel Hill High School
Some College (No Degree) - General Studies
Tyler Junior College
Some College (No Degree) - Business Management
Blinn College
- GM Certified
- Volkswagen Certified
- Kia Certified
- Mazda Certified
- Isuzu Certified
- Subaru Certified
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