David Lee Hawkins II
Chesterfield,VA
Summary
Results-focused service professional with 25 years experience in the industry, strength in process building, maintaining and boosting profitability. Proactive leader with strengths in communication, collaboration, and leveraging customer care and technical knowledge to promote high quality results.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Corporate Service Director
Truck Enterprises
Richmond, VA
07.2020 - Current
- Developed strategies to improve customer satisfaction, reduce response time and increase efficiency of service delivery.
- Created policies and procedures to ensure compliance with industry standards and regulations.
- Create and hold meetings with service and body shops to review performance and introduce changes from the OEM.
- Attend meetings with Executive Leadership to discuss performance and policy/procedural changes.
- Meet with OEM's to review product challenges and new implementations.
- Create and disperse KPI data to all locations.
Service Manager
Truck Enterprises Richmond
North Chesterfield, VA
01.2018 - 06.2020
- Travel to otherl locations to assist with departmental training, process and procedure implementation.
- Enforce adherence to customer service standards to foster satisfaction and retention.
- Collaborate with customers to discuss service needs and offer available solutions.
- Forecast goals and objectives for department and monitor employees' task progression for adherence to deadlines.
Service Office Administrator
Truck Enterprises Richmond
North Chesterfield, VA
04.2015 - 12.2017
- Provided excellent service and attention to customers in face-to-face encounters and through phone conversations.
- Improved operations by working with team members and customers to find workable solutions.
- Achieved mutual agreements and cleared up miscommunications by working with all parties to reach win-win solutions.
- Maintained industry knowledge through continuing education, training and monitoring of industry publications.
- Increased profit margins by streamlining operations and workflow and negotiating new vendor contracts for materials and supplies.
Service Advisor
Truck Enterprises Richmond
North Chesterfield, VA
08.2008 - 04.2015
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Explained amount for expected services and provided detailed answers to customer questions.
- Welcomed incoming individuals and ascertained needs by asking open-ended questions.
- Immediately escalated incidents to remain compliant with company's standard procedures and processes.
Service Advisor
Express Auto Center Inc.
North Chesterfield, VA
03.2007 - 07.2008
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Documented and scoped actions taken to resolve issues after service calls.
- Welcomed incoming individuals and ascertained needs by asking open-ended questions.
- Recommended additional, useful services to customers, which helped to increase overall sales.
Service Advisor
Haley Ford
Chester, VA
05.1999 - 02.2007
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers.
- Master Certified Service Advisor through Ford training program
- Ranked # 1 service advisor among the Central East region for Ford dealerships
Education
High School Diploma -
Thomas Dale High School
Chester, VA06.1999
Service Department Management -
ATD Academy
Tyson's Corner, VA10.2019
Skills
- Expert in Dealership Operating Systems (Karmak, ADP)
- Leadership
- Teamwork
- Customer service
- Process optimization
- Staff management
- Data analytics
- MS Office
Certification
- Master Certified Ford Service Advisor
- Ranked # 1 Ford Service Advisor in the Central Region for 2 years straight (2005-2006)
- ATD Academy Service Department Management class (NADA class for running a successful service department and part of the Dealer Management course)
- First Aid/CPR
- Kenworth Certified Service Manager
Affiliations
Member of Strength & Honor Motorcycle Club, a 501c3 charity organization that helps to benefit military (active and veteran), first responders and their families.
Participant in the Richmond annual Walk to End Alzheimers
Timeline
Corporate Service Director
Truck Enterprises
07.2020 - Current
Service Manager
Truck Enterprises Richmond
01.2018 - 06.2020
Service Office Administrator
Truck Enterprises Richmond
04.2015 - 12.2017
Service Advisor
Truck Enterprises Richmond
08.2008 - 04.2015
Service Advisor
Express Auto Center Inc.
03.2007 - 07.2008
Service Advisor
Haley Ford
05.1999 - 02.2007
High School Diploma -
Thomas Dale High School
Service Department Management -
ATD Academy
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