John Gibbons
Carthage,New York
Summary
Successful Director of Operations effective in independently planning and overseeing high paced and stressful work environments. Experienced in keeping workers and customers safe while keeping schedules maintained using proactive leadership style. Expert in managing staff, operating within budget, proper execution of contractual obligations while maintaining the highest level of customer satisfaction.
Experienced with optimizing service operations and improving customer satisfaction. Utilizes team leadership and strategic planning to enhance service delivery. Track record of problem-solving and effective communication in high-pressure environments.
Overview
37
37
years of professional experience
Work History
Service Manager
Bob Johnson CDJR
Watertown, NY
08.2023 - Current
- Joined the CDJR Team to transform a Large Service Department with a long history of Negative Profits and Customer Satisfaction Concerns.
- Challenges Faced - Year End Profit for 2021 Negative $297,429.00. Year End Profit 2022 Negative $217,551.00. January - July 2023 Profit Negative $13,722.00
- Challenges Overcome Utilizing 27 years experience in the Service Industry - Started August 1st 2023, Year End Profit for 2023 Positive $250,731.00. Year End Profit for 2024 Positive $548,822.00. Year End Profit for 2025 Positive $666,348.00. Backing documentation available upon request.
- Oversaw daily operations to ensure exceptional customer service and satisfaction.
- Trained and mentored staff on best practices in service delivery and operational efficiency.
- Implemented process improvements that enhanced workflow and reduced service wait times.
- Developed strategic initiatives to increase customer retention and loyalty programs.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
Director of Transportation
Carthage Central School District
Carthage, New York
05.2011 - 08.2023
- Responsible for the creation and oversight of a $10 million-dollar yearly budget. Oversaw payroll, accounts receivables and conduct in depth audits to ensure optimum efficiency and productivity.
- Supervised work of 108 employees creating rotating schedules and facilitating continuous recruitment campaigns to secure qualified personnel. Ensure the proper execution of various union and non-union contracts.
- Educated employees on important factors such as optimal safety/security practices, good community relations, fulfillment of needed training and certifications as required by State and Federal Regulations.
- Tasked with continued community interaction to guarantee only the pinnacle of performance is delivered to the customers.
- Ensure the Fleet of 88 School buses and 34 Passenger Vehicles are serviced and prepared to pass the rigorous monthly State and Federal Required Inspections.
- Conducted regular performance evaluations, providing constructive feedback to improve employee performance in their roles.
Parts and Service Director
F.X. Caprara Auto Sales
Watertown, New York
01.1989 - 05.2011
- Oversaw a multimillion-dollar budget connected with multiple locations and hundreds of employees.
- Maintained data accuracy and accessibility with strong document control and file naming practices.
- Liaised with regulatory agencies to address audits, compliance issues and ongoing operational requirements.
- Drafted reports to inform senior decision-makers and guide operational strategy.
- Directed work of multiple teams and assisted with meeting specific team project goals.
- Led training and onboarding programs to assist new hires with meeting targets.
- Directed service department operations, ensuring high-quality customer support and satisfaction.
- Implemented strategic initiatives to optimize parts inventory management and reduce costs.
- Established performance metrics to monitor service quality and technician productivity, driving accountability.
- Developed strong relationships with suppliers, resulting in cost savings and faster delivery times.
- Boosted department profitability with effective pricing strategies and cost control measures.
- Led a team of technicians to enhance overall productivity and maintain high-quality service standards.
Education
Bachelor of Science - Business and Education
Wooster College
Wooster, Ohio06-1988
Skills
- Resolve customer issues
- Logistics planning
- Negotiate rates
- Complaint investigation and resolution
- Policy development
- Monitor performance
- Operational oversight
- Implementing site, staff and client security protocols
- Positive attitude
- Multitasking and organization
- Team leadership
- Problem-solving
Timeline
Service Manager
Bob Johnson CDJR
08.2023 - Current
Director of Transportation
Carthage Central School District
05.2011 - 08.2023
Parts and Service Director
F.X. Caprara Auto Sales
01.1989 - 05.2011
Bachelor of Science - Business and Education
Wooster College