GARY COLLINS
Enid,OK
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Service Advisor
Northcutt Chevy & Toyota
05.2018 - Current
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Handled customer issues with confidence, using practical knowledge to provide effective resolution.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Implemented and developed customer service training processes.
Service Manager
Stevens Ford
03.2011 - 12.2017
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Monitored safety compliance to maintain strict standards and protect team members from harm.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Set and administered department budgets for expenditures, materials and labor.
- Oversaw team of service professionals focused on customer satisfaction.
Service Manager
Jiffy Lube
03.2007 - 03.2011
- 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.
- 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.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Assessed employee work and improved performance with tactful and common sense approaches.
- Met with customers to discuss service needs and develop effective and practical solutions.
Education
GED -
Pioneer JR-SR HIGH SCHOOL
Waukomis, OK05.1999
Skills
- Scheduling
- Sales
- Sales Goals
- Client Needs Assessment
- Invoice Processing
- Appointment Setting
- Customer Complaint Resolution
- Product Knowledge
- Vehicle Maintenance
- Predictive and Preventive Maintenance
- Records Oversight
- Invoice Preparation
Certification
- Fire Fighting I Training through Oklahoma State University - 100 Hour Course
- FIRE FIGHTING 2 - Training through Oklahoma State University - 40 Hour Course
- Certified in Hazmat Awareness
- COMPLETED 78 - HOUR EMR COURSE
- CERTIFIED BASIC LIFE SUPPORT ( BLS )
- CERTIFIED CPR & AED
- FEMA CERTIFIED ( FEMASID: 0006581118 )
- NIMS 100 CERTIFIED
- NIMS 200 CERTIFIED
- NIMS 700 CERTIFIED
- NIMS 800 CERTIFIED
Additional Information
- I am currently Captain on the Pioneer Skeleton Creek Fire Department
- I Have been a longtime Coach for Enid Select Girls Travel Softball ( currently coaching 16u )
- 1 am currently a 32nd degree Master Mason of Enid Lodge #80 ( Past Master of Lodge #80 in 2015 )
REFERENCES
ERIC MCVEY - CHIEF OF PIONEER SKELETON CREEK FIRE DEPARTMENT CHIEF 1-405-612-2238
Mark Frye - Lieutenant at Enid Fire Department - 580-231-0997
Phillip Ott - OSBI - 580-541-0151
JASON AEBI - FIRE FIGHTER FOR VANCE AIR FORCE BASE Captain 1-580-747-0497
AARON MOORE - Garfield County Sheriff Department Deputy 1-580-402-1906
Mike Dotson - Manager at H&R BLOCK Manager 1-580-484-2360
Timeline
Service Advisor
Northcutt Chevy & Toyota
05.2018 - Current
Service Manager
Stevens Ford
03.2011 - 12.2017
Service Manager
Jiffy Lube
03.2007 - 03.2011
GED -
Pioneer JR-SR HIGH SCHOOL
- Fire Fighting I Training through Oklahoma State University - 100 Hour Course
- FIRE FIGHTING 2 - Training through Oklahoma State University - 40 Hour Course
- Certified in Hazmat Awareness
- COMPLETED 78 - HOUR EMR COURSE
- CERTIFIED BASIC LIFE SUPPORT ( BLS )
- CERTIFIED CPR & AED
- FEMA CERTIFIED ( FEMASID: 0006581118 )
- NIMS 100 CERTIFIED
- NIMS 200 CERTIFIED
- NIMS 700 CERTIFIED
- NIMS 800 CERTIFIED
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