Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Michael Collins

Little Rock,AR

Summary

Results-driven Fixed Operations Director with proven skills in enhancing operations, reducing expenses and maintaining high customer satisfaction. Excellent verbal and written communication skills with a strategic mindset and organized approach. Bringing 15+ years of related experience.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Fixed Operations Director

Camping World
05.2012 - 12.2023
  • Boosted customer satisfaction by implementing efficient service processes and streamlining communication between departments.
  • Managed team of service advisors, technicians, and support staff for optimal performance in daily operations.
  • Enhanced employee productivity by conducting regular evaluations, providing constructive feedback, and arranging relevant training programs.
  • Resolved escalated customer complaints promptly and professionally, maintaining a high level of client satisfaction.
  • Ensured compliance with all industry regulations and manufacturer guidelines through diligent monitoring of procedures and documentation.
  • Improved repair order turnaround time by optimizing scheduling procedures for increased workflow efficiency.
  • Maximized revenue potential by actively identifying up-sell opportunities during routine vehicle inspections.
  • Ensured consistent, high-quality customer service by implementing standardized processes and performance expectations across the fixed operations team.
  • Supervised mechanics, service advisors and sales personnel.
  • Cultivated strong internal, customer and manufacturer relationships.
  • Drove optimization of client experience, surpassing corporate objectives and delivering additional 80% business growth.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained new employees on proper protocols and customer service standards.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Established strong relationships with manufacturers and vendors to negotiate favorable pricing on parts and services.
  • Created a positive workplace culture by promoting teamwork, open communication, and professional development opportunities among staff members.

National Service Director

Camping World
01.2020 - 04.2023
  • Improved customer satisfaction by implementing efficient service processes and streamlining communication channels.
  • Developed and executed strategic plans for service delivery, resulting in increased efficiency and reduced costs.
  • Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
  • Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
  • Work with call center and local location for a better customer service opportunity and process
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Service Technician

BMW Of Little Rock
02.1996 - 12.2012
  • Enhanced customer satisfaction by diagnosing and repairing complex automotive issues in a timely manner.
  • Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.
  • Streamlined repair processes for increased efficiency and improved turnaround times on vehicle services.
  • Collaborated with service advisors to provide accurate repair estimates and ensure clear communication with customers.
  • Maintained a clean, organized, and safe work environment to promote optimal productivity and adherence to safety standards.
  • Reduced rework rates by consistently performing thorough inspections and accurately identifying all necessary repairs.
  • Increased repeat business through exceptional customer service and high-quality workmanship on all repairs.
  • Demonstrated commitment to quality control by adhering closely to manufacturer specifications during all service procedures.
  • Recognized potential warranty concerns while servicing vehicles, liaising effectively with manufacturers regarding coverage issues when necessary.

Education

High School Diploma -

Jacksonville High School
Jacksonville, AR

Associate of Applied Science - Diesel And Automotive Technology

Universal Technical Institute of Texas Inc
Houston, TX
10.1995

Skills

  • Quality Assurance Standards
  • Preparing Budgets
  • Optimizing Profitability
  • Maintaining Compliance
  • Setting Goals
  • Customer Relations
  • Staff Development
  • Operational Efficiency
  • Time Management
  • Strategic Planning
  • Customer Service

Certification

  • ASE Master tech - 1995 to 2015

Timeline

National Service Director

Camping World
01.2020 - 04.2023

Fixed Operations Director

Camping World
05.2012 - 12.2023

Service Technician

BMW Of Little Rock
02.1996 - 12.2012

High School Diploma -

Jacksonville High School

Associate of Applied Science - Diesel And Automotive Technology

Universal Technical Institute of Texas Inc

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Michael Collins