Richard “Chris” Thigpen
Decatur,TN
Summary
Highly enthusiastic professional with 23 years of management experience in the Automotive Service Industry
Overview
23
23
years of professional experience
1
1
Certification
Work History
Manager
Long Lewis Quick Oil Change
2015.04 - 2025.05
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed highly empathetic customer relationships and earned reputation for exceeding sales goals.
- Managed quality communication customer support and product representation for each customer
- Compiled daily performance reports and records for the department
- Performed closing duties including counting cash drawers running closing reports and checking the facility for the proper closing procedures.
- Guaranteed positive customer experiences and resolved all customer complaints
Service Advisor
Long Lewis Quicklane
2012.05 - 2015.04
- Developed highly empathetic customer relationships and earned reputation for exceeding sales goals
- Boosted personal sales by 180% within six months through effective upselling.
- Developed leads for sales by contacting customers through telephone and email.
- Cross-trained and provided back-up for the other customer service representatives as well as the manager when needed
- Managed quality communication customer support and product representation for each customer
- Compiled daily performance reports and records for the department manager
- Performed closing duties including counting cash drawers running closing reports and checking the facility for the proper closing procedures of other employees
- Guaranteed positive customer experiences and resolved all customer complaints
Service Manager
Long Lewis of the Shoals
2012.01 - 2012.05
- Oversaw the day in and day out operation of a 14+ member service team
- Provided detailed monthly departmental reports and updates to senior management
- Addressed negative customer feedback immediately
- Resolved customer questions issues and complaints
- Developed and implemented policies procedures and process improvement initiatives to increase customer satisfaction
- Worked on Reynolds and Reynolds OMS to write up dispatch flag and bill customers
Service Manager
Family Ford
2001.12 - 2011.12
- Led team to improve customer satisfaction and service efficiency.
- Implemented strategic initiatives enhancing operational workflows.
- Mentored staff, fostering professional development and technical skill growth.
- Developed processes to streamline service operations and reduce downtime.
- Collaborated with departments to ensure seamless service delivery.
- Analyzed performance data to drive continuous improvement initiatives.
- Innovated solutions to enhance customer experience and loyalty.
- Resolved customer complaints in professional and timely manner.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
Education
Ministry - Ministry Leadership
Highlands College Leadership Institute
Birmingham, ALBachelor Of Architecture - Architecture
North Carolina State University
Raleigh, NC1990
Skills
- Staff supervision and training
- Policy/program development
- Salary structure/compensation analysis and development
- Calm under pressure
- Complex problem solving
- Sound Judgment
- Team Building
- Performance Analysis and Evaluations
- Team Leadership
- Service Quality/CSI Analysis and Improvement
- Budget Administration and analysis
Relevant Experience
Successfully grew businesses by managing and developing many departments/projects over my career., Initiated multiple procedures and incentive plans that resulted in continued growth during my terms as a Manager., Created new processes and systems for increasing customer service satisfaction and efficiency in my departments/projects., Oversaw the development and the construction/renovation of two dealerships while in the Automotive Industry., Developed many repair, customer handling and revenue building processes and procedures while in the Automotive Industry.
Certification
Certified with three different manufacturers: Ford, VW, and Mitsubishi.
Timeline
Manager
Long Lewis Quick Oil Change
2015.04 - 2025.05
Service Advisor
Long Lewis Quicklane
2012.05 - 2015.04
Service Manager
Long Lewis of the Shoals
2012.01 - 2012.05
Service Manager
Family Ford
2001.12 - 2011.12
Ministry - Ministry Leadership
Highlands College Leadership Institute
Bachelor Of Architecture - Architecture
North Carolina State University