Mitchell Barnhill
Pensacola
Summary
Highly skilled and customer-focused Fixed Ops Director with a solid background in the industry. Demonstrated ability to deliver exceptional customer service, diagnose vehicle issues, and provide accurate repair recommendations. Proficient in building rapport with customers, effectively communicating technical information, and ensuring customer satisfaction. Strong organizational and multitasking abilities, adept at managing service appointments, coordinating with technicians, and maintaining accurate records. Proven track record of meeting department objectives and maximizing sales opportunities through improving processes. Seeking to utilize my expertise, knowledge, and interpersonal skills to contribute to the success of a dynamic service team and provide a seamless service experience for customers.
Experienced with overseeing fixed operations to drive efficiency and customer satisfaction. Utilizes strategic planning and performance management to optimize outcomes. Track record of fostering team collaboration and adaptability in dynamic environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Fixed Operations Director
Pensacola Harley-Davidson
Pensacola, FL
10.2024 - Current
- Oversaw daily operations, enhancing service quality and customer satisfaction.
- Developed and implemented process improvements to streamline workflow efficiency.
- Managed inventory control systems, ensuring optimal stock levels and reducing waste.
- Trained and mentored staff, fostering skill development and team collaboration.
- Analyzed performance metrics to identify trends and drive operational enhancements.
- Initiated cost-reduction strategies, improving budget management across departments.
- Established key performance indicators to monitor progress toward strategic goals.
- Implemented inventory control systems to maintain adequate stock levels while reducing carrying costs.
- Managed team of service advisors, technicians, and support staff for optimal performance in daily operations.
Service Advisor
Pensacola Harley-Davidson
Pensacola, Florida
07.2017 - 10.2023
- Perform check-in and walk around process to accurately obtain customer information as well as detail all concerns and needs of their vehicle.
- Ensure all customers in the service bay are being assisted and all concerns and needs are addressed quickly and accurately.
- Estimate repair costs based on parts and labor prices.
- Onboard and train new service advisors and provided continued training and assistance as required.
- Process, submit and acquire payment for all aftermarket warranty claims for all advisors.
- Explain warranty coverage, service agreement and tire & wheel plans.
- File warranty events and contacted dealer services for authorizations as needed.
- Maintain my work orders and made all necessary contact with waiting and drop off customers as well as assess, determine needs and contact customers for any advisor who may be absent from work.
- Answer and return incoming/missed calls for the Parts & Service department to ensure all customers are helped.
- Sell parts and accessories to any customer requiring over the counter parts.
- Manage special orders and contacted customers when they arrive.
- Maintain knowledge of products and services to provide options to customers.
- Develop long-term relationships with customers to promote continued business.
- Coordinate with sales staff to prepare new motorcycles when sold.
- Perform late night closing duties as required, coordinated with sales team and customers to prepare new bikes for delivery on after hour deals.
Office Clerk
Florida Lottery
Pensacola, Florida
08.2016 - 05.2017
- Processed outbound packages and mail and sorted incoming mail for distribution.
- Handled incoming telephone calls, answered questions and distributed messages to staff.
- Managed game sales at window, accepted and processed large winnings for players.
Education
High School -
Crossroads Christian School
Crestview, FL05-2013
Skills
- Google Drive and Microsoft office
- Sales and Upselling
- Time Management
- Analytical thinking
- Conflict Resolution
- Proficient in Dealer Service Software use
- Setting goals
- Customer relations
- Operational efficiency
- Maintaining compliance
- Preparing budgets
- Improving operations
- Developing managers
Certification
Master Level Service Advisor Harley-Davidson University 05/2022
Timeline
Fixed Operations Director
Pensacola Harley-Davidson
10.2024 - Current
Service Advisor
Pensacola Harley-Davidson
07.2017 - 10.2023
Office Clerk
Florida Lottery
08.2016 - 05.2017
High School -
Crossroads Christian School