Eric Sharp
Torrington,WY
Summary
Results-driven Fixed Operations Director with proven skills in enhancing operations, reducing expenses and maintaining high customer satisfaction. Excellent verbal and written communication skills with a strategic mindset and organized approach. Bringing 6+ years of related experience. Goal-oriented manager with distinguished experience in public and private industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
16
16
years of professional experience
Work History
Director of Fixed Operations
Laramie Peak Motors
08.2023 - Current
- Teamed up with sales and parts specialists in daily operations and deliveries to achieve on-time and within planned completion dates.
- Resolved escalated customer complaints promptly and professionally, maintaining high level of client satisfaction.
- Spearheaded marketing initiatives to increase customer awareness of dealership services and promotions.
- Collaborated with suppliers in development and implementation of improvement plans, promotional strategies, and customer services optimization.
- Provided staff training, coaching and mentoring to effectively implement best practices and new policies or programs.
- Cultivated strong internal, customer, and manufacturer relationships.
- Boosted customer satisfaction by implementing efficient service processes and streamlining communication between departments.
- Developed comprehensive budgets and financial forecasts for fixed operations, ensuring fiscal responsibility and profitability.
- Managed team of service advisors, technicians, and support staff for optimal performance in daily operations.
- Collaborated with sales department to coordinate vehicle deliveries, trade-ins, and reconditioning efforts for maximum efficiency.
- Ensured consistent, high-quality customer service by implementing standardized processes and performance expectations across fixed operations team.
- Monitored financial performance through daily reports.
- Created positive workplace culture by promoting teamwork, open communication, and professional development opportunities among staff members.
- Enhanced employee productivity by conducting regular evaluations, providing constructive feedback, and arranging relevant training programs.
- Ensured compliance with all industry regulations and manufacturer guidelines through diligent monitoring of procedures and documentation.
- Supervised mechanics, service advisors and sales personnel.
- Improved repair order turnaround time by optimizing scheduling procedures for increased workflow efficiency.
- Interacted well with customers to build connections and nurture relationships.
- Assisted in recruiting, hiring and training of team members.
- Directed fixed operations of [Number]-member group, driving services excellence, implementation of new programs and attainment of sales objectives in alignment with market trends.
Service Manager
Transwest Ford
07.2018 - 06.2023
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Implemented strategies to increase customer service satisfaction ratings.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Monitored service staff performance and provided feedback for improvement.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Maintained records of service transactions and customer feedback for future reference.
- Negotiated with vendors to secure best prices for parts and supplies.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Service Advisor
Transwest Ford
03.2017 - 07.2018
- Educated customers regarding regular maintenance protocols to preserve vehicle condition.
- Developed estimates by costing materials, supplies, and labor.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
- Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
Chief of Police
City Of Torrington
01.2013 - 10.2016
- Implemented community-oriented policing initiatives, strengthening trust between officers and citizens.
- Developed comprehensive training programs to ensure officer preparedness, resulting in increased professionalism and performance.
- Managed multi-million-dollar budget, consistently delivering services within fiscal constraints while maximizing available resources for crime prevention efforts.
- Effectively managed crisis situations utilizing negotiation skills along with tactical command thus mitigating threats posed to public safety.
- Collaborated with other law enforcement agencies to enhance regional security and information sharing capabilities.
- Leveraged social media platforms for effective communication with the public about important safety alerts, events, and department news updates.
- Enhanced departmental efficiency with streamlined processes and updated technology systems.
- Promoted transparency and accountability with the implementation of body-worn cameras and regular reporting to the public.
- Oversaw major investigations including homicides, drug trafficking operations, and financial crimes leading to significant arrests and convictions.
- Developed and maintained positive relationships with media outlets, ensuring accurate and transparent coverage of departmental activities at all times.
- Improved community safety by implementing proactive policing strategies and fostering strong relationships with local organizations.
- Implemented a robust performance evaluation system for officers, providing constructive feedback and promoting continuous improvement within the force.
- Championed the use of data-driven decision-making tools to inform resource allocation decisions and address emerging crime trends proactively.
- Coordinated with law enforcement agencies to respond to security incidents and emergencies.
Operations Lieutenant
City Of Torrington
09.2008 - 01.2013
- Improved operational efficiency by streamlining processes and implementing best practices.
- Assisted in recruitment efforts to build a strong team of dedicated professionals focused on achieving success together.
- Contributed to continuous improvement initiatives by identifying areas needing attention or optimization within the department.
- Monitored progress towards targets continuously, making adjustments as needed to ensure timely completion of tasks.
- Implemented innovative solutions to solve complex problems, increasing overall effectiveness.
- Ensured compliance with all statutory requirements in daily operations, maintaining high standards of performance.
- Oversaw budget management, optimizing allocation of funds for necessary expenses and improvements.
- Established clear expectations for staff members through effective communication and goal setting techniques.
- Managed personnel for optimal productivity, ensuring proper training and adherence to protocols.
- Developed strategic plans to achieve departmental goals, aligning resources and personnel effectively.
- Evaluated staff performance regularly, providing constructive feedback and opportunities for growth.
Education
Master of Public Administration - Law Enforcement - Criminal Justice
Northwestern University
Evanston, IL09.2016
Bachelor of Science - Criminal Justice
Purdue Global
West Lafayette, IN05.2013
Skills
- Setting goals
- Customer Relations
- Optimizing profitability
- Teamwork and Collaboration
- Customer Service
- Customer Service Management
- Effective leader
- Relationship Building
Affiliations
- Benevolent and Protective Order of Elks
- Wyoming Elks Association
Timeline
Director of Fixed Operations
Laramie Peak Motors
08.2023 - Current
Service Manager
Transwest Ford
07.2018 - 06.2023
Service Advisor
Transwest Ford
03.2017 - 07.2018
Chief of Police
City Of Torrington
01.2013 - 10.2016
Operations Lieutenant
City Of Torrington
09.2008 - 01.2013
Master of Public Administration - Law Enforcement - Criminal Justice
Northwestern University
Bachelor of Science - Criminal Justice
Purdue Global
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