John M. Rowland
Woodstock,GA
Summary
Dedicated management professional with extensive skills and experience in the automotive industry. Experience includes extensive operations management, employee coaching and growth, financial decision making, maximizing profit, expense reduction, customer experience, customer retention, business development, account management, exceptional communication skills and solid leadership ability.
Overview
29
29
years of professional experience
Work History
Fixed Operations Director
Krause Auto Group
02.2016 - Current
- Lead Fixed Operations departments in high volume Ford dealer with roughly 100 employees in North Atlanta that consistently ranks at the top in the region in regards to Parts, Service and Collision sales and CSI
- Prepare an annual operating budget, goals and objectives for each department and monitor the departments performance
- Direct the hiring and training of managers for the Service, Parts and Collision departments
- Direct staff in all departments through training and evaluations to develop and control established processes and programs
- Work with department managers to improve profitability and efficiency
- Analyze and control expenditures of departments to conform to budgetary requirements
- Create and maintain a positive relationship with customers, ensuring that department staff is helpful, as well as making customer satisfaction a priority to ensure referral and repeat business
- Work directly with customers and warranty clerks to administer warranty claims, as well as understanding and applying warranty guidelines
- Maintain working relationships with manufacturer representatives
- Create dealership service and pricing policies for approval by the dealer principal
- Ensure that service repairs are performed efficiently and correctly by having processes in place to monitor quality of repairs
- Actively mentor and train counterparts within our organization that encompasses a total of 15 stores
- Proficient with dealer management software including Reynolds, Dealertrack, DealerOps & CCC1
National Account Manager
LKQ Corporation
03.2012 - 02.2016
- Interacted with key insurance clients and MSO leadership to communicate information specific to LKQ parts, programs, service level agreements, warranties and services
- Regularly interacted with and was single point of contact for B and C level Executives and Managers within Insurance and MSO structure
- Provided the federal Government, State and local municipalities with affordable vehicle repair options by offering the most comprehensive inventory of alternative replacement parts in the industry
- Served as a liaison to shops and insurers specific to LKQ parts programs
- Helped improve overall shop efficiency and profits by utilizing LKQ parts, programs and resources
- Worked internally with LKQ sales and operations to assist and promote program compliance
- Work internally with sales and operations to help promote a better customer experience
- Interacted with industry related organizations to effectively promote LKQ parts and programs as well as help improve the industry
- Managed, directed, and supported Industry Relations Representatives (IRR's) regionally in respect to their key account responsibilities
General Manager
Nichols Body & Paint, Inc
06.1994 - 03.2012
- Developed, negotiated and maintained profitable business relationships with insurance, fleet companies and retail customers
- Increased total operating revenue by identifying and following up on prospects for potential new accounts for collision repair in the fleet, dealership and other commercial lines of business
- Kept accurate records of accounts and made regular contact to ensure customer satisfaction
- Established and maintained productive working relationships with insurance companies, automobile dealerships, fleet companies and government organizations
- Directed and maintained project management and overall quality control programs
- Achieved customer satisfaction ratings and high CSI's through effective communication and exceeding customer’s expectations
- Responsible for total business results to include top line sales, improving customer transactions and average dollar sale
Education
Bachelor of Science - Business Administration
Reinhardt University
Waleska, GASkills
- Team Building
- Customer Satisfaction
- Reporting Expertise
- Strategic Planning
- Financial Management
- Business Planning
- Budgeting/Forecasting
- Manage Operations
Affiliations
Atlanta I-CAR Committee
Chattahoochee Technical College Advisory Board
North Georgia Technical College Advisory Board
Gwinnett Technical College Advisory Board
Timeline
Fixed Operations Director
Krause Auto Group
02.2016 - Current
National Account Manager
LKQ Corporation
03.2012 - 02.2016
General Manager
Nichols Body & Paint, Inc
06.1994 - 03.2012
Bachelor of Science - Business Administration
Reinhardt University
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