Ken Thomas
Pipe Creek,TX
Summary
Strong leader and problem-solver with over 25 years of experience, dedicated to streamlining operations to decrease costs and promote organizational efficiency while maintaining the highest customer service retention. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Service and Collision Director
Cavender Auto Group
12.2019 - Current
- Created and implemented processes improvements for service drive, warranty, and shop operations to increase customer service satisfaction.
- Increased customer service ratings from 2.8 to 4.4 while also increasing service sales over $100,000 and increasing collision net.
- Established team priorities, maintained schedules and monitored performance.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Parts AndService Director/Fixed Operations Manager
Sonic Automotive Group
09.2017 - 10.2019
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Developed detailed processes to reduce RO's across all departments.
- Planned, created, tested and deployed systems for quality control with proper repairs which proved to reduce repeat repairs
- Created customer follow up system successfully increasing customer service scores ranking above both regional and national levels.
- Increased parts and sales revenue by 135% in 8 months.
Parts and Service Director
Stevenson Honda And Acura
04.2015 - 09.2017
- Recruited by Stevenson Group
- Installed Matrix pricing for both service and parts departments
- Trained area service managers in correct ways to increase gross per RO
- Established structured marketing and appointment improvement systems
- Increased customer service scores above region and national
- Increased gross revenue by 150% in two years
- Reduced warranty coverage expenses within OEM guidelines.
Fixed Operations Director
Sonic Automotive Group
05.2013 - 04.2015
- Installing pricing strategies increased growth, production, and customer service.
- Collaborated with collision manager on cycle times, production, and DRP's which increased sales.
- Trained assistant service managers to increase gross revenue.
- Monitored warranty operation to maintain efficient, compliant, and accurate claims.
- Improved and maintained customer service above region
- Increased gross revenue by 24%
- Given Fixed Right Award of Excellence
Service Director
AutoNation
11.2001 - 05.2013
- Restructured new drive, shop, and technician procedures to increase throughput and efficiency.
- Developed appointment process increased customer service.
- Monitored warranty operations for compliance and accuracy.
- Increased parts and service gross revenue by 195%
- Achieved CSI to top 10% in Nissan
- Presented with President's Award
- Given Express Service Elite Dealer
Skills
- Marketing/Budgeting (10 years)
- Microsoft Office
- Team-Training
- Customer Satisfaction
- Maintenance and Repair Orders
- Recruiting
- Reynolds (5 years)
- CDK/ADP (10 years)
- XTIME (10 years)
- R&L Responsibility (10 years)
- Forecasting
- OEM
Certification
- AMA Management
- GM Fixed Operations College
- Honda Management
Accomplishments
- Honda Presidents Award
- Honda Express Service Elite
- Nissan SCI Award - Top 10%
Timeline
Service and Collision Director
Cavender Auto Group
12.2019 - Current
Parts AndService Director/Fixed Operations Manager
Sonic Automotive Group
09.2017 - 10.2019
Parts and Service Director
Stevenson Honda And Acura
04.2015 - 09.2017
Fixed Operations Director
Sonic Automotive Group
05.2013 - 04.2015
Service Director
AutoNation
11.2001 - 05.2013
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