Kristy Murphy

Gillespie Ford

03.2021 - Current

Customer Service Primary resolution created and implemented customer concern resolution process
Created department and dealership goals for success
Created supporting documents
Created training packages
Trained all points of customer contact
Achieved goal within 30 days and maintained goal monthly resulting in dealership receiving manufacturer’s compensation; increase in customer retention; increase hours per repair order; and increased profitability
Trained advisors, parts personal and technicians on CDK
Provided system support to all dealership users
Maintained position as point of contact for CDK representative to ensure all current updates performed and best practices in use
Fully implemented all available offerings; increased digital documentation and archived resources
Meet monthly with Ford Quick Lane liason to monitor processes; track growth; assure full compliance of all best practices; and implement and obtain all available incentives available for the dealership and staff
Reviewed dealership internal processes; created supporting document forms, trained sales, finance staff office personal on best documentation and record retention processes
Reviewed and changed purchases and credit card acceptance, resulting in immediate 4 % increase in profit
Certfied in Continental Tire Sales
Advocated diligently on customer’s behalf with insurance companies, extended warranty companies and the manufacturer
Fostered long term relationships with the dealership and brand.

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