Keith Bradshaw
Yorktown,VA
Summary
Seasoned Service Manager bringing 39 years of [ Automotive] experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention. Of the 39 years of Automotive experience, I have been a Service Manger for 25 years. I have managed as many as 98 employees to as small as 32 employees. Most of my career has been working with multiple car lines under one roof.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Service Manager First Team Honda
First Team Auto Group
06.2019 - Current
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Doing weekly payroll for 32 employees. Monthly commission sheets.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Service Manger Hall Chrysler, Dodge,Jeep,Ram
Hall / Mile One Auto Group
07.2012 - 06.2019
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Implemented strategies to increase customer service satisfaction ratings.
- Analyzed service reports to identify areas of improvement.
- Weekly payroll and monthly commission sheets for 98 employees
- Managed and motivated employees to be productive and engaged in work.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Controlled costs to keep business operating within budget and increase profits.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Service Manager Hall Acura
Hall / Mile One Auto Group
11.2010 - 07.2012
- Hired, trained and supervised team of service staff members to meet business goals.
- Monitored service staff performance and provided feedback for improvement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Developed department processes and procedures to boost customer satisfaction.
- Developed customer loyalty programs to increase customer satisfaction.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Defined clear targets and objectives and communicated to other team members.
- Weekly payroll and monthly commission for 33 employees.
Service Manger Checkered Flag Hyundai, Isuzu,VW
Checkered Flag Auto Group
08.1999 - 11.2010
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Met with customers to discuss service needs and offer available solutions.
- Monitored service staff performance and provided feedback for improvement.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Developed department processes and procedures to boost customer satisfaction.
- Developed customer loyalty programs to increase customer satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Weekly payroll and monthly commission sheets.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- weekly payroll and monthly commission sheets.
Service Manager Checkered Flag Honda
Checkered Flag Auto Group
02.1999 - 07.1999
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
Service Manger Checkered Flag Mazda, Nissan
Checkered Flag Auto Group
08.1998 - 02.1999
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Monitored service staff performance and provided feedback for improvement.
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Developed department processes and procedures to boost customer satisfaction.
- Developed customer loyalty programs to increase customer satisfaction.
- weekly payroll and monthly commission sheets.
Service Advisor Copeland Toyota, Volvo
Copeland Automotive
09.1994 - 08.1998
Service Advisor Newbold BMW, Toyota, Volvo
Newbold Automotive
08.1984 - 08.1994
Education
High School Diploma -
Belleville East
Belleville Il06.1983
Skills
- Critical Thinking
- Establishing Vison
- Office Administration / Payroll
- CDK DMS
- Revenue Generation
- Verbal and Written Communication
- Continuous Improvements
Accomplishments
Have won many manufacturers awards from
. Toyota, Volvo, BMW
. Mazda, Nissan
. Honda, Acura
. Chrysler, Dodge Jeep, Ram
. Hyundai, Isuzu, Volkswagen
. Manufacturers trips.
. Have taken stores from under performing to Profitable with year over year increases.
. I have kept myself and employees factory certified, with all of the manufacturers I have worked with.
Certification
- CPM - Certified Professional Manager
- CM - Certified Manager Certification
Timeline
Service Manager First Team Honda
First Team Auto Group
06.2019 - Current
Service Manger Hall Chrysler, Dodge,Jeep,Ram
Hall / Mile One Auto Group
07.2012 - 06.2019
Service Manager Hall Acura
Hall / Mile One Auto Group
11.2010 - 07.2012
Service Manger Checkered Flag Hyundai, Isuzu,VW
Checkered Flag Auto Group
08.1999 - 11.2010
Service Manager Checkered Flag Honda
Checkered Flag Auto Group
02.1999 - 07.1999
Service Manger Checkered Flag Mazda, Nissan
Checkered Flag Auto Group
08.1998 - 02.1999
Service Advisor Copeland Toyota, Volvo
Copeland Automotive
09.1994 - 08.1998
Service Advisor Newbold BMW, Toyota, Volvo
Newbold Automotive
08.1984 - 08.1994
High School Diploma -
Belleville East
- CPM - Certified Professional Manager
- CM - Certified Manager Certification
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