Nicholas Quinn
Fixed operations director
New Boston,MI
Summary
Motivated customer service specialist with over 15 years retail experience in a fast-paced, team-based environment. Driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care.
Overview
18
18
years of professional experience
Work History
Fixed Operations Director
Motown Harley-Davidson
Taylor, MI
09.2019 - Current
- 36% increase in total parts sales since 2019.
- 35% increase in total labor sales since 2019.
- #1 dealership in country on PNMR parts sales.
- 2019 Gold Bar & Shield
- 2021 Gold status Chrome wrench award
- Mentor to other managers in dealer group.
- Travels to other locations to help w/ daily operations, process and Talon software training.
- Consistency in hitting sales goals 12 months running.
- Collaborated with suppliers in development and implementation of improvement plans, promotional strategies and customer services optimization.
- Teamed up with sales, service and parts specialists in process planning and implemented pay plans and team spiffs to achieve goals.
- Boosted staff loyalty and reduced turnover with introduction of innovative programs.
- Monitor financial performance through daily reports.
- Cultivated strong internal, customer and manufacturer relationships.
- Checked employee and resource utilization for each department.
Service Manager
Motown Harley-Davidson
Taylor, MI
10 2018 - 09.2019
- Met with key customers to discuss their service needs and develop effective and practical solutions.
- Reduced poor CXI ratings from 7's to top level by creating proper work tracks, training and buy in from staff members and providing premium customer experiences.
- Oversaw implementation of proper write-up processes, developing and advertising operations promotions
- Oversaw requirements, gaps analysis, training and development and implementation of new programs and procedure.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- #1 of 10 dealerships in our district and top 3% of 586 dealerships.
- Currently qualified for gold Bar and Shield award from Harley-Davidson Motorcycle company.
- Shown 80% or higher increases in labor and parts sales since transferring to Motown H-D in October 2018.
- Hit our labor, parts and billed hours goal 6 months and running with higher bench marks each time.
Service Manager
Avalanche Harley-Davidson
Golden, Colorado, United States
6 2016 - 10 2018
- Managed a staff of 11 technicians, 4 service consultants and 6 other service support staff members.
- Held #1 in our district for over a year in labor sales and parts sales through service department.
- Top 5% Service department in the nation 12 months and rolling.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Adhered to all confidentiality requirements at all times.
- Met all customer call guidelines including service levels, handle time and productivity.
- Solved unresolved customer issues.
- Promptly responded to inquiries and requests from prospective customers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Strong leader of customer support staff.
- Facilitated inter-departmental communication to effectively provide customer support.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Trained staff on operating procedures and company services.
Service Manager
Toledo Harley-Davidson
Toledo, Ohio, United States
01.2016 - 07.2016
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Developed a comprehensive training program for new service consultants.
- Managed 5 technicians workflow fairly based on skill level.
- Built long lasting relationships with customers exceeding their expectations.
- Planned and directed staff training and performance evaluations.
- Increased revenues by 20% within the first 5 months as Service Manager.
- Claimed #1 spot for service departments in the district.
Service Manager
Signature Harley-Davidson
1176 Professional Dr, Perrysburg, OH, 43551
05.2013 - 01.2016
- Directed the work of 4 Service Technicians.
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Completed performance reviews each quarter, offering praise and recommendations for improvement.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Cross-trained and backed up other customer service managers.
- Solved unresolved customer issues.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Strong leader of customer support staff.
- Facilitated inter-departmental communication to effectively provide customer support.
- Scheduled staff shifts to cover peaks and lulls in customer inquiries.
- Trained staff on operating procedures and company services.
- Identified individual development needs with appropriate training.
- Fostered an environment which encouraged continual process improvements.
- Effective liaison between customers and internal departments.
- Maintained up-to-date knowledge of product and service changes.
- Managed work flow to exceed quality service goals.
Service Consultant
Toledo Harley-Davidson
Toledo, Ohio
05.2007 - 05.2013
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Described product to customers and accurately explained details and care of merchandize.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Politely assisted customers in person and via telephone.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Provided an elevated customer experience to generate a loyal clientèle.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
- Conducted weekly walk-throughs with the manager to discuss interior visual displays, including store window presentation.
- Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Served as the main liaison between customers, management and sales team.
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
- Helped drive sales goals and achieve monthly quotas.
Education
Associate of Arts - Broadcasting/ Communications
Specs Howard School of Media Arts
19900 W Nine Mile Rd #100, Southfield, MI 480752004
High School Diploma -
Whiteford Agricultural Schools
2003
Skills
- Customer relations specialist
- Process improvement
- Organized
- Unsurpassed work ethic
- Results-oriented
- Dependable
- Natural leader
- Sales background
- Trusted key holder
- Exceptional communication skills
- MS Windows proficient
- Quick learner
- Strong client relations
- Types80WPM
- Attention to detail
- Team building
- OSHA compliance
- Customer-oriented
References
Amber Bates
District Manager
Harley-Davidson Motorcycle Company
(414) 614-9231
Tim Sherman
Owner
Toledo and Signature Harley-Davidson
(419) 283-3280
Kevin Favier
General Manager
Longhorn Harley-Davidson
(303) 868-5101
Timeline
Fixed Operations Director
Motown Harley-Davidson
09.2019 - Current
Service Manager
Toledo Harley-Davidson
01.2016 - 07.2016
Service Manager
Signature Harley-Davidson
05.2013 - 01.2016
Service Consultant
Toledo Harley-Davidson
05.2007 - 05.2013
Associate of Arts - Broadcasting/ Communications
Specs Howard School of Media Arts
High School Diploma -
Whiteford Agricultural Schools
Service Manager
Motown Harley-Davidson
10 2018 - 09.2019
Service Manager
Avalanche Harley-Davidson
6 2016 - 10 2018
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