John Rufino

Held the Service department and all other departments together while breaking records during the buy/sell process.

Recruited and moved from AZ to managage the Parts and Service Departments. Grew the business while maintaining above group NPS until the company was acquired by the Aaron Automotive group.

• 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.
• Grew from 1 store to 4 stores in tge area.

• Managed a team of commercial fleet and diesel technicians
• Met with key customers to discuss service needs and develop effective and practical solutions to keep their fleet operational with the least amount of down time
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
• Set up fleet billing accounts (I.E. Auto integrate, ARI partner connect,Wheels, Element, etc.)
• Supervised and wrote up repair orders
• Obtained Prior approval from Ford and after market warranty companies
• Created and implemented processes and procedures
• Involved in all department recruiting, hiring and discipline

• Started at Santa Margarita Ford as a light line technician and became a Ford Master technician and shop foreman
• Promoted to Fleet Service Manager where we grew the Fleet business from $183k a month to $469k a month within 3.5 years
• Managed a team of 19 employees in a separate facility
• Grew the Fleet Service Center from 7 bays to 19 bays
• Handled all aspects of the hiring and discipline processes
• In charge of all building improvements, maintenance and special tools
• Provide technical training to employees and new staff
• Maintained quality assurance and customer satisfaction objectives
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• Started as a lube technician and graduated to light line
• Brand new dealership that was very slow and went out of business within 18 months. I used this time to take Ford classes and become certified

• Parked and retrieved cars according to customer needs
• Moved cars around lot to ensure space efficiency
• As my first job in the industry I learned as much as I could and took the first opportunity to start as an entry level technician