Matthew Clagg
Summary
Seasoned professional in general and operations management with comprehensive experience leading teams, optimizing processes, and implementing cost-effective strategies. Skilled in strategic planning, staff development, and operational efficiency, consistently improving workflow and reducing costs. Proven track record of enhancing overall business performance through effective leadership and innovative problem-solving.
Overview
8
8
years of professional experience
Work History
Director of Parts, Service and Body Shop
Perry Ford Lincoln
San Luis Obispo, CA
03.2024 - 07.2024
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
- Directed the organization's daily operations, ensuring compliance with applicable laws and regulations. The company was facing a $150,000 fine from the city fire department when I came in and was able to reduce it down to $13,000.
- Managed budgeting and financial planning processes for the organization.
- Identified opportunities for improvement in operational performance metrics.
- Developed Mobile and pick up and deliver process to achieve Ford Commitment Program within the first 30 days.
- Cleaned warranty and accounts receivables schedules, and collected over $150k in outstanding debt.
- Introduced software to add efficiency and accountability within the parts and service department.
Parts and Service Director
Knight Claremont CDJR
Claremont, CA
02.2023 - 01.2024
- Oversaw the ordering of parts, inventory control, and stock levels, and lowered parts inventory from $1.3 million to $750K within 6 months.
- Provided technical advice to customers on repair orders and maintenance issues.
- Increased warranty labor rate from $119.25 to $188.45, and parts rate from 62.3% to 92.89%.
- Managed customer service satisfaction surveys within the service department to achieve customer-first objective.
- Coordinated staff training programs for both new and existing technicians.
- Rebuilt service advisor staff in the first 30 days due to a bad culture and lack of customer engagement.
- Developed a 5S program (Sort, Set in Order, Shine, Standardize, Sustain) to improve shop safety, cleanliness, and efficacy.
- Enhanced operational efficiency to reduce appointment durations.
- Enhanced interdepartmental collaboration between sales, service, and parts.
- Developed a used car team for quicker recon process.
- Developed an express team to bring oil change wait times from two hours down to less than one hour.
Parts and Service Director
Crater Lake Ford, Lincoln and Mazda
Medford, OR
10.2021 - 01.2023
- Monitored trends in customer complaints to identify areas for improvement, to achieve FCP goals every month.
- Analyzed monthly financial reports to determine profitability of each department and built budget objectives for next year.
- Hired and trained staff to open a Mazda branch.
- Developed a used car recon process to improve bring recon turnaround from 30+ day average to under 5 days.
- Increased Ford warranty rate from $115.24 to $184.54 per labor hour and parts markup from 65.80% to 92.25%.
- Increased Mazda warranty rate from $108.00 to $178.23 per labor hour and parts markup from 46.0% to 91.79%.
- Replaced underperforming technicians with motivated individuals.
- Decreased diagnostic wait times from 14 days to under 24 hours.
- Enhanced operational efficiency to reduce appointment durations.
Multi-Store Fixed Operations Director
Keller Auto Center
Hanford , CA
03.2016 - 02.2021
- Locations included Ford, Lincoln, Quick Lane, Chevrolet, Buick, GMC, Cadillac, and pre-owned.
- Managed four locations with over 90 employees.
- Oversaw daily operations, including scheduling, staff management, budgeting, and forecasting in the Fixed Operations Department.
- Coached, mentored, and trained staff members on best practices within the Fixed Operations Department.
- Increased warranty rate from $118.98 to $172.36 and parts markup from 42.73% to 83.98% after CA AB-179 was approved.
- Created policies and procedures for safe work practices in the Fixed Operations Department.
- Collaborated with other departments to ensure a seamless workflow throughout the organization.
Education
Mercedes Benz Elite Technician Certificate -
Mercedes Benz Elite Program
Rancho Cucamonga, CA12-2007
Associate of Science - Automotive Technology
Universal Technical Institute
Avondale, AZ02-2007
Skills
- Verbal and written communication
- Cross-functional team leadership
- Rules and regulations
- Strategies and goals
- Manufacturer warranty policies
- Administering claims
- Preparing budgets
- Improving operations
- Quality assurance standards
- Cultivating productive relationships
- Employee retention strategies
- Optimizing profitability
- Profit and loss accountability
- Adaptability
- Staff Training
- Professionalism
- Problem-solving aptitude
- Multitasking
- Conflict Resolution
- Culture development
- Upselling
- Team scheduling
References
References available upon request.
Timeline
Director of Parts, Service and Body Shop
Perry Ford Lincoln
03.2024 - 07.2024
Parts and Service Director
Knight Claremont CDJR
02.2023 - 01.2024
Parts and Service Director
Crater Lake Ford, Lincoln and Mazda
10.2021 - 01.2023
Multi-Store Fixed Operations Director
Keller Auto Center
03.2016 - 02.2021
Mercedes Benz Elite Technician Certificate -
Mercedes Benz Elite Program
Associate of Science - Automotive Technology
Universal Technical Institute
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