Craig Johnson
Grovetown,GA
Summary
Seasoned Service Manager bringing 20 years of Automotive Maintenance, Automotive Body Shop Management experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
17
17
years of professional experience
Work History
Store Manager
Maaco Auto Body
01.2023 - 01.2024
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Service Manager
Bridgestone Retail Operations LLC.
05.2020 - 01.2023
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Trained less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Guided techs on automotive repair, tool usage and equipment operation.
- Maintained effective customer service by responding to service requests quickly to increase overall sales by 1026%.
- Followed up with customers during and after installations to verify satisfaction.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed written plans and obtained customer consent to proceed.
- Set and administered department budgets for expenditures, materials and labor.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Hired and trained new technicians to improve efficiency of department and cultivate productive work atmosphere.
- Managed efficient teams of up to 18employees.
- Monitored safety compliance to maintain strict standards and protect team members from harm.
- Organized ongoing maintenance schedules to boost system performance.
- Optimized supply levels to keep stock within ideal parameters for expected needs.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
Business Owner
Total Performance Automotive
03.2016 - 02.2020
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Put together realistic budgets based upon costs and fees for successfully operating business.
- Oversaw business budget planning and administration, accounting functions, purchasing and weekly payroll to handle financial needs.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Input income and expense details into database to track business finances and address variances.
- Reconciled daily sales, returns and financial reports in QuickBooks.
- Remained up-to-date on current trends and attended industry trade shows and markets to view and order inventory.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Verified parts and materials through audit inspections and independent checks.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
Fleet Maintenance Shop Supervisor (ARC)
First Vehicle Services
06.2007 - 03.2016
- Being the automotive maintenance contractor for Augusta Richmond County vehicles/equipment required me to maintain all assets while staying within budget
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Controlled costs by effectively negotiating with vendors, saving $750.000 on budget per year on average
- Checked incoming orders and organized new stock.
- Inventoried supplies regularly and reported needs to management.
- Completed projects and work assignments despite tight deadlines.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Kept orderly and accurate accounting records by monitoring all county documentation.
- Maintained 6 ASE Certifications
- Delivered the daily safety message to employees
- Directly responsible for maintaining OSHA and EPA standards for the shop
Education
No Degree - Business Studies
Cape Fear Community College
Wilmington, NCHigh School Diploma -
Emsley A Laney High School
Wilmington, NC04.1990
Skills
- Shift Scheduling
- Pollution Prevention
- Repair Requirements Determination
- Financial Forecasting
- Performance Tracking and Evaluations
- Managing Operations and Efficiency
- Work Estimation
- Work Planning and Prioritization
- Service Quality Management
- Skilled Maintenance and Repair
- Scheduling and Coordinating
- Regulatory Compliance
- Cost Management
- Employee Safety Training
- Quoting and Estimating
- Engine Components
- Verbal and Written Communication
- Inventory Management
- Workplace Safety
- CCC One, Mitchell, Word, Excel
Education
Wilmington, NC,Wilmington, NC
Contact
Grovetown, GA 30813
Timeline
Store Manager
Maaco Auto Body
01.2023 - 01.2024
Service Manager
Bridgestone Retail Operations LLC.
05.2020 - 01.2023
Business Owner
Total Performance Automotive
03.2016 - 02.2020
Fleet Maintenance Shop Supervisor (ARC)
First Vehicle Services
06.2007 - 03.2016
High School Diploma -
Emsley A Laney High School
No Degree - Business Studies
Cape Fear Community College
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