Mike Bird
Mount Laurel,NJ
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Automotive and Truck industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Competent Automotive Professional driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Franchise Owner
Snap-On Inc.
Mount Laurel, NJ
11.1992 - 04.2016
- Raised more than $75000 in investment funds to start Snap-On Tools business, building from ground up to achieve consistent year-over-year gains in challenging area.
- Ran business effectively to consistently achieve at least 90% of goal each year.
- Coordinated business paperwork such as contracts, employee files and tax submissions with good organizational skills.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Prepared quotes for new products and services and composed budgets.
- Used analytical strategies to promote exceptional customer service and create positive environment for employees and clients.
- Engaged prospects and customers through various events, including tradeshows, seminars and workshops.
- Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
- Maintained financial accuracy when handling over $2000 in revenue each day.
- Used Automotive service expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained store equipment, including computers, printers and fax machines.
Master Automotive Technician
Bob Maguire Chevrolet
Bordentown, NJ
04.1984 - 11.1992
- Explained estimates and determined repair timelines to manage customer expectations.
- Broke down complex mechanical information into simpler parts for individuals with little or no understanding of system operations.
- Trained and coached junior employees on procedures for completing various types of repairs and maintenance on cars and light trucks.
- Communicated issues to supervisor and helped develop solutions.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees and online knowledgebase.
- Maintained compliance with dealer and manufacturer standards for warranty repair and maintenance actions.
- Repaired brake, exhaust, electrical and other systems for domestic automotive brands.
- Maintained fleet vehicles in good working order by following preventive and corrective maintenance schedules according to OEM.
- Performed safety and emissions inspections.
- Used specialized tools to detect leaks in gas and refrigerant systems.
- Responded to customer telephone calls, emails and in-person requests for assistance.
- Completed customer orders and warranty services according to manufacturer specifications.
Class A. Auto Technician
Century Ford
Delran , NJ
02.1983 - 03.1984
- Worked on Gasoline, Diesel and Medium Duty vehicles to repair engines, transmissions and electrical systems.
- Tested vehicle components and systems to identify issues.
- Performed safety and emissions inspections.
- Maintained cleanliness, safety and efficiency of garage.
- Completed customer orders and warranty services according to manufacturer specifications.
- Used specialized tools to detect leaks in gas and refrigerant systems.
- Changed, rotated and balanced tires.
- Troubleshot and diagnosed faults with vehicle systems and components using OEM-specific code readers, diagnostic trees and online knowledgebase.
Class B Technician
McCafferty Auto Group
Langhorne, PA
11.1980 - 01.1983
- Executed diagnostics, troubleshooting and evaluations on Gasoline and Diesel vehicles.
- Operated specialized equipment such as STAR and OTC to test electronics and computer control systems.
- Located and removed defective parts for skilled adjustment, repair or replacement.
- Corrected faults and maximized performance by rebuilding systems and individual components.
- Established clear repair plans with line-item details of expected labor and parts costs.
- Tuned automotive systems and components to optimize functionality and prolong life of each piece.
- Repaired brake, exhaust, electrical and other systems for domestic automotive brands.
- Serviced air conditioning systems, changed and topped off fluids and completed maintenance inspections.
- Worked on Gasoline, Diesel and Medium and Heavy Duty vehicles to repair engines, transmissions and electrical systems.
- Changed, rotated and balanced tires.
- Performed safety and emissions inspections.
- Maintained compliance with dealer and manufacturer standards for warranty repair and maintenance actions.
- Used specialized tools to detect leaks in gas and refrigerant systems.
Truck Mechanic
Quill Corporation
Marlton, NJ
07.1978 - 12.1979
- Performed preventative maintenance on engines, transmissions, tires and other vehicle systems.
- Troubleshot and diagnosed problems with brakes, steering and transmissions.
- Documented findings and all actions taken.
- Completed checklist of fluid levels, air filter, tire pressure and more as part of service orders.
- Inspected all vehicle systems to assess function and uncover defects.
- Used specialty equipment, standard tools, and gauges to complete assessments and repairs.
- Installed new systems and components in vehicles.
- Disassembled and repaired diesel engines in automobiles, trucks, buses and construction vehicles.
- Maintained excellent attendance record, consistently arriving to work on time.
Education
Business Administration
Rowan College At Burlington County
Pemberton, NJHigh School And Diesel Technology Certification - Diesel Technology
Burlington County Institute of Technology
Mount Holly, NJ06.1978
Skills
- Sales and marketing
- Problem resolution
- Business administration
- Conflict Resolution
- Quality assurance
- Rapport and trust building
- Client advocacy
- Customer service
- Business operations
- Negotiation
- Upselling
- Technical Support
- Individualized Service Plans
Certification
ASE Certified Master Auto Technician
ASE Certified Master Heavy Truck Technician
General Motors Master Technician
Chevrolet Master Technician
Timeline
Franchise Owner
Snap-On Inc.
11.1992 - 04.2016
Master Automotive Technician
Bob Maguire Chevrolet
04.1984 - 11.1992
Class A. Auto Technician
Century Ford
02.1983 - 03.1984
Class B Technician
McCafferty Auto Group
11.1980 - 01.1983
Truck Mechanic
Quill Corporation
07.1978 - 12.1979
Business Administration
Rowan College At Burlington County
High School And Diesel Technology Certification - Diesel Technology
Burlington County Institute of Technology