Donald Scott
North Aurora,IL
Summary
Personable and dedicated Customer Service Representative with extensive experience in automotive industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Skilled automotive repair professional with a solid history of success working on both domestic and import vehicles. Competent in locating problems and performing timely, accurate repairs. Offering 20+ years in the field and a hardworking, reliable nature. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Managing Director
mike more miles
Saint Charles, IL
10.2013 - Current
- Coordinated with senior leadership teams to develop long-term growth plans for the organization.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Cultivated deep understanding of market, customer and competitor landscapes to identify growth opportunities.
- Liaised with senior leaders to recommend strategy and new initiatives based on in-depth understanding of business.
- Maximized efficiency of operational systems by updating internal frameworks and controls.
- Contributed to professional development of client staff through effective training and mentorship.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Maintained telephone and radio contact with supervisor to receive delivery instructions.
- Oversaw budgeting and financial management.
- Provided direction and guidance to employees.
- Implemented successful business strategies to increase revenue and target new markets.
- Ensured compliance with local, state, and federal regulations.
- Analyzed client business needs and assisted in determining appropriate resources and strategies.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
- Improved company's quality and productivity by streamlining systems and processes.
- Set pricing structures according to market analytics and emerging trends.
- Interviewed, trained and supervised employees.
- Kept records for production, inventory, income and expenses.
- Kept up-to-date on regulatory changes affecting business operations.
- Delegated work to staff, setting priorities and goals.
- Hired and trained new department managers to increase team oversight and productivity.
- Monitored performance of personnel against goals set forth by the company.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
- Created marketing campaigns to attract new customers.
- Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
- Maintained relationships with existing clients by providing superior customer service.
- Developed and implemented successful sales strategies to meet business goals.
- Conducted performance reviews for employees on a regular basis.
- Analyzed financial statements and trends to manage cash flow and make business decisions.
- Analyzed business performance data and forecasted business results for upper management.
- Created detailed reports on service activities for senior management review.
- Created written estimates and obtained customer consent to proceed.
- Resolved customer complaints in a timely manner.
- Created and managed budgets for travel, training and teambuilding activities.
- Recruited and trained new employees to meet job requirements.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Proposed or approved modifications to project plans.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Created standard operating procedures for all service functions.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Pitched in to complete various duties during peak periods or employee absences.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Collaborated with customers to offer solutions to service needs.
Automotive Service Technician
Wickstrom Chevrolet
Roselle, IL
07.2006 - 10.2013
- Planned work procedures using charts, technical manuals and experience.
- Completed repairs and maintenance to major vehicle models to meet safety specifications.
- Rebuilt or replaced carburetors, distributors and starters.
- Checked all systems of vehicles for proper functioning and diagnosed malfunctions using diagnostic equipment.
- Reviewed work orders and discussed with supervisors.
- Performed minor and major engine repairs, including timing belt replacement, head gasket repair, valve jobs, oil changes and tune-ups.
- Improved function of engines by replacing spark plugs, fuel filters and defective sensors.
- Inspected vehicles to assess damage and plan for repairs and new parts.
- Assembled engines according to manufacturer specifications.
- Removed, replaced, balanced and rotated new or used tires to maintain on-road safety
- Maintained certifications and completed training on systems and components.
- Welded, soldered and fabricated parts to complete skilled services.
- Trained and guided employees on correct methods for performing different repairs and maintenance services.
- Evaluated, repaired and aligned vehicle suspensions.
- Adjusted and repaired systems to meet manufacturers' performance specifications.
- Completed standard inspections to assess wear and damage to vehicles.
- Repaired electrical wiring problems on cars including headlights, turn signals and dash lights.
- Monitored shop equipment to maintain safe working condition.
- Repaired engines, coolant systems and suspension systems on vehicles.
- Inspected steering systems for wear on ball joints, tie rods and power steering units.
- Examined and inspected damaged vehicles, estimating repair costs prior to performing service.
- Developed in-depth understanding of automotive systems and components to complete fast and accurate repairs.
- Used diagnostics and troubleshooting tools to identify failures and equipment issues.
- Repaired, replaced and adjusted brakes.
- Performed maintenance inspections, tune-ups, oil changes and other key services.
- Conducted test drives before and after repair services.
- Checked vehicle mileage and determined necessary belts, fluids flushing or gasket replacements.
- Performed preventive maintenance procedures such as changing fluids or lubricating parts.
- Inspected vehicles for damage and recorded findings to facilitate repairs.
- Completed simple and advanced repairs according to specifications for brakes, exhaust and electrical systems.
- Adjusted brakes, aligned wheels and performed wheel balancing operations to restore safe driving conditions.
- Conducted routine servicing on fuel, electrical and cooling systems.
- Followed safety protocols when working with hazardous materials such as gasoline or motor oil.
Area Manager
Tephseal
Meriden, CT
02.2005 - 06.2006
- Strategized business operations, merchandising strategies and personnel moves.
- Mentored and internally promoted successful company sales and account management staff into leadership positions to drive company growth.
- Consistently achieved 43% sales increase over forecast.
- Assisted Store Managers in preparing annual budget estimates for their respective locations.
- Worked with direct reports to develop and implement action plans, improving operating results.
- Oversaw the recruitment process for new staff members including interviewing and training.
- Secured deals with 16 stores within 3 region within just 2 months.
- Provided guidance on the implementation of new policies and procedures in stores.
- Implemented training initiatives to coach staff on best practices and protocol for enhanced profitability.
- Gained market share in new sales performance through aggressive team training.
- Maintained an up-to-date knowledge of industry trends, legal requirements and competition activities.
Manager
Tephseal
Sarasota, FL
02.2004 - 03.2005
- Delegated work to staff, setting priorities and goals.
- Proposed or approved modifications to project plans.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Entered time and attendance logs in preparation for payroll.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Reviewed completed work to verify consistency, quality and conformance.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
Education
Bachelor of Business Administration - Managerial Economics
University of Oklahoma
Norman, OK05.2004
High School Diploma -
Choctaw High School
Choctaw, OK05.1999
Skills
- Recruitment Strategies
- Mentoring and Training
- Sales Leadership
- Client Relationships
- Workers' Compensation
- Operations Management
- Strategic Planning
- Budget Management
- Data Collection and Analysis
- Business Development
- Contract Management
- Project Management
- Business Planning
- Negotiation
- Budget Development
- Team Collaboration
- Staff Management
- Financial Management
- Account Management
- Quality Assurance
Certification
ASE
GM Certified
OSHA 40 hour
A/C Certified R134 R1234yf
Accomplishments
Each Year of management increased sales by roughly 15% or more
Timeline
Managing Director
mike more miles
10.2013 - Current
Automotive Service Technician
Wickstrom Chevrolet
07.2006 - 10.2013
Area Manager
Tephseal
02.2005 - 06.2006
Manager
Tephseal
02.2004 - 03.2005
Bachelor of Business Administration - Managerial Economics
University of Oklahoma
High School Diploma -
Choctaw High School