Mark Murphy
Tigard,OR
Summary
Experienced Service Manager successful at handling customer issues quickly. Demonstrated record of developing successful store-wide policies to promote customer engagement and reduce issues. Bringing 17 years of coaching and Management experience.
I have shown the ability to take on any task and deadline and present a finished product that met or exceeded the goal.
Overview
26
26
years of professional experience
Work History
Quality Service Coach
BRP Inc.
Tigard, OR
5/6/2022 - 04.2024
- Responsible for performing a data driven diagnostic assessment of Powersports stores and presenting my findings in a PowerPoint presentation to Owners, Fixed Operations Directors, General Managers and Service Managers.
- The assessment would be followed by a specific, catered training program designed to achieve success in the individual store.
- Monthly training visits with one on one or group instruction and training in a controlled environment followed by live training and observation in the Service Drive. This included role play and scripting to raise the effectiveness of the Service personnel.
Service Manager
Ron Tonkin Acura
Portland, OR
06.2017 - 05.2022
- Performed all duties of Service Manager. Managed 25+ employees
- Refined an Express Service process that was highly successful and grew from 200 RO's per month to over 600.
- Generated increased profit, Service Retention and repair order count.
- Maintained excellent department Customer Service Experience scores.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
Service Manager
Bob Lanphere's Beaverton Infiniti
Beaverton, OR
12.2014 - 06.2017
- Performed all duties of Service Manager. Managed 20+ employees.
- Consistently met or exceeded both gross profit and Customer Service Experience goals which kept us in the top 50 Dealers nationally.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Created standard operating procedures for all service functions.
Service Manager
Wilsonville Toyota
Wilsonville, OR
04.2011 - 12.2014
- Performed all duties of Service Manager. Managed a staff of 30-35 employees.
- Helped to solve volume issues by implementing a Quick Lube team and establish designated bays in the shop to maximize production and time saving.
- With a great team we were able to grow from 80 repair orders per day to over 150 within a short period of time.
- Fine tuning the customer and vehicle process led to generating an additional 125k-225k per month in additional profit.
- Maintained OEM standards in Customer Service Experience scores.
Service Manager
Ron Tonkin Dodge
Gladstone , OR
07.2008 - 04.2011
- Performed all duties or Service Manager.
- Managed a staff of 12-18 employees
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
Reconditioning Manager
Bob Lanphere's Beaverton Honda
Beaverton , OR
05.2007 - 07.2008
- Coordinated and managed the reconditioning of vehicles, ensuring they met all safety standards.
- Supervised a team of technicians to ensure timely completion of projects.
- Monitored daily production activities to identify areas for improvement and increased efficiency.
- Conducted regular quality checks on completed vehicles prior to delivery.
Service Manager
Bob Lanphere's Beaverton Chrysler / Dodge
Beaverton, OR
03.2006 - 05.2007
- Performed all duties of Service Manager
- Managed a staff of 12-15 employees
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Resolved customer complaints in a timely manner.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Identified opportunities to increase efficiency through automation or process re-engineering.
Assistant Service Manager
Ron Tonkin Acura
Portland , OR
05.1999 - 04.2006
- Assisted in developing service strategies and budgets to meet customer satisfaction goals.
- Provided oversight for staff of technicians, ensuring productivity and quality standards were met.
- Ensured accurate documentation of customer service activities and maintained records of all customer interactions.
- Assigned tasks to technicians based on their skill level and experience.
- Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.
Service Manager
Ron Tonkin Mazda / Hyundai and Kia
Portland, OR
06.1997 - 05.1999
- Managed staff of 10-12 employees
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Monitored service performance metrics to identify areas of improvement.
- Resolved customer complaints in a timely manner.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
Service Advisor
Ron Tonkin Toyota
Portland, OR
06.1996 - 06.1997
- Greeted customers and addressed their needs in a professional manner.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Prepared invoices for services rendered and collected payments from customers.
- Developed strong relationships with customers by providing exceptional customer service.
Education
Associate of Arts -
Lane Community College
Eugene, OR06-1988
Skills
- Team Development
- Recruitment
- Operations Management
- Performance Evaluation
- Safety oversight
- Team Training
- Sound Judgment
- Communication abilities
- Group leadership
References
References available upon request.
Timeline
Service Manager
Ron Tonkin Acura
06.2017 - 05.2022
Service Manager
Bob Lanphere's Beaverton Infiniti
12.2014 - 06.2017
Service Manager
Wilsonville Toyota
04.2011 - 12.2014
Service Manager
Ron Tonkin Dodge
07.2008 - 04.2011
Reconditioning Manager
Bob Lanphere's Beaverton Honda
05.2007 - 07.2008
Service Manager
Bob Lanphere's Beaverton Chrysler / Dodge
03.2006 - 05.2007
Assistant Service Manager
Ron Tonkin Acura
05.1999 - 04.2006
Service Manager
Ron Tonkin Mazda / Hyundai and Kia
06.1997 - 05.1999
Service Advisor
Ron Tonkin Toyota
06.1996 - 06.1997
Quality Service Coach
BRP Inc.
5/6/2022 - 04.2024
Associate of Arts -
Lane Community College
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