JIM HALFORD
Homosassa,FL
Summary
Operations Manager dedicated to continuous improvement in the face of rapidly evolving customers and their expectations. Extremely results-oriented and proactive in addressing and resolving customer issues before they escalate. I feel it is necessary in our industry to continue to evolve, as the customers never stop changing, so we must continue to change as well.
Successful automotive professional versed in optimizing fixed operations and enhancing service department efficiency. Known for streamlining processes and boosting customer service standards. Excels in team collaboration and adaptable to dynamic environments, ensuring operational success and team cohesion.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Fixed Operations Director
Love Honda
Homosassa, FL
11.2017 - Current
- Day to day fixed operations strategy, enhancing service efficiency and customer satisfaction.
- Implemented process improvements that streamlined workflow in service departments.
- Directed inventory management, optimizing parts availability and reducing turnaround time.
- Established training programs for staff, fostering skill development and operational excellence.
- Collaborated with cross-functional teams to align operational goals with overall business objectives.
- Analyzed operational data to identify areas of improvement, implementing targeted action plans for continuous growth.
Service Manager
Pearson Nissan of Ocala
Ocala, FL
09.2015 - 11.2017
- Assumed control of established service operation, 5 Service Advisors, 15 Technicians, 11 Support staff. Reorganized operation and instituted express service operations to improve service completion times and better meet customers expectations. Developed and instituted marketing plan to improve customer retention numbers and better sales of light and general maintenance parts (VINPEN). Developed and created BDC operation for customer follow-up, special order parts scheduling, and appointment scheduling for inbound calls. Increased sales and gross profits year over year for 2016. Repair order counts increased 2016 in excess of 10 percent.
- Monitored key performance indicators to assess service quality and identify areas for improvement.
- Established strong relationships with customers, fostering loyalty through personalized service experiences.
Fixed Operations Manager
Reddell Honda
Murfreesboro, TN
04.1997 - 04.2015
- Started out with this dealer as a service manager, grew the department to a department that in 2014 averaged more than 2800 repair orders per month. Started as a 1 advisor dealership in 1997, grew to a 4 advisor store, developed a robust express operation, from 200 oil changes per month to 1200 in 2014. Oversaw complete operation of parts and service departments, performed above national average at customer retention objectives, grew main repair operation to include 4 master technicians, developed excellent relations with Tennessee Technology Center as a pipeline for technician trainees. Managed day to day operations of customer relations staff, customer service sales, service BDC center, 2 detail/clean-up centers, retail/wholesale parts sales, parts delivery, ordering, and inventory. Oversaw complete hiring, staffing, training, of parts and service staffs.
Education
High School Diploma -
Sandalwood JR/SR High School
Jacksonville, FLSkills
- Exceptional interpersonal communication
- Effective leader
- Staff training/development
- Consistently meet goals, Deadline-oriented
- Customer service-oriented
- Setting goals
- Customer relations
- Operational efficiency
- Staff development
- Developing marketing plans
- Pricing policies
- Developing managers
- Manufacturer warranty policies
Certification
Certified Honda Service Manager
Certified Honda Fixed Operations
Certified Honda Building High Performance Teams
Honda Lifetime Loyalty Training
Honda DISC Personality Training
Honda Financial Management
Honda Service Management
Timeline
Fixed Operations Director
Love Honda
11.2017 - Current
Service Manager
Pearson Nissan of Ocala
09.2015 - 11.2017
Fixed Operations Manager
Reddell Honda
04.1997 - 04.2015
High School Diploma -
Sandalwood JR/SR High School
American Honda Training
- Lifetime Customer Loyalty Training
- 4 Training classes which include personality styles according to the DISC styles, learning to determine customers personality types to better understand customer behaviors.
- Learning to distinguish employee personality types to better understand employee behaviors and triggers.
- Learning to better sell service and parts in a needs vs. wants environment.
- Building High Performance Teams.
- Service Financial Management.
- Service Operations Management.
2 Time Top 50 Dealer Award Winner
Advisory Committee Withlacoochee Technical College
Advisory Council Tennessee College of Applied Technology