Richard Fincher
Weatherford
Summary
Results-driven Service Director at Autobahn Motorcars with a proven track record in team leadership and strategic planning. Enhanced customer retention through innovative service solutions and effective conflict resolution. Championed process improvements that boosted efficiency and reduced costs, while fostering a culture of mentorship and collaboration among staff.
Overview
37
37
years of professional experience
Work History
Service Director
Autobahn Motorcars
Fort Worth
10.2014 - Current
- My tenure with the Volvo brand from 2014 to February 2020 saw us implement common-sense policies, driving our customer service satisfaction from the lower 25% among 135 dealers to #1 over 9 months.
- Led a team that significantly improved customer pay revenue by strategically reducing unnecessary discounting while ensuring customers received fair value and exceptional service. Through process improvement, we increased gross profit retention without sacrificing customer satisfaction, resulting in strong CSI performance and improved customer experience.
- From February 2020 to the present, I was selected by our senior leadership team to lead the Volkswagen Service Department. While the Volkswagen brand presented unique challenges, I successfully guided my team in balancing exceptional customer service with strong financial performance. By focusing on sound business practices, we improved gross profit retention while achieving significant gains in Customer Satisfaction Index (CSI) scores.
Service Manager
Moritz BMW of North Arlington
Arlington
04.2011 - 09.2014
- Resolved customer complaints promptly, enhancing customer satisfaction and loyalty
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained, and supervised a team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Coordinated with other departments to maintain streamlined and productive workflow.
Service Advisor
Mortiz BMW North Arlington
Arlington
07.1996 - 04.2011
- Guided customers on effective vehicle upkeep, enhancing trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Executed multiple duties simultaneously, ensuring accuracy in a high-pressure atmosphere.
- Conducted thorough vehicle inspections to identify needed maintenance or repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
Service Advisor
Stadium Toyota
Arlington
07.1993 - 07.1996
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Consistently upheld high standards for customer satisfaction.
- Handled various responsibilities with meticulous attention in a high speed environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Conducted thorough vehicle inspections to identify needed maintenance and repairs, recommending appropriate services to customers.
- Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Enhanced customer satisfaction by providing timely and accurate service recommendations.
Service Advisor
Moritz BMW of North Arlington
Arlington
07.1989 - 07.1993
- Achieved customer satisfaction targets by consistently addressing customer needs and feedback.
- Drove repeat business by building rapport and trust through attentive listening and effective communication.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Enhanced team performance by identifying and implementing process improvements within the service department.
Education
General Studies in Service Management
NCM
Kansas City, MO06-2025
Effective Leadership
Dale Carnegie
Fort Worth TX10-2019
High School Diploma -
West Point High School
West Point, AL06-1979
Skills
- Customer service and retention
- Team leadership
- Conflict Resolution
- Process improvement
- Operational efficiency
- Financial analysis
- Policy implementation
- Staff Development
- Vehicle maintenance
Timeline
Service Director
Autobahn Motorcars
10.2014 - Current
Service Manager
Moritz BMW of North Arlington
04.2011 - 09.2014
Service Advisor
Mortiz BMW North Arlington
07.1996 - 04.2011
Service Advisor
Stadium Toyota
07.1993 - 07.1996
Service Advisor
Moritz BMW of North Arlington
07.1989 - 07.1993
General Studies in Service Management
NCM
Effective Leadership
Dale Carnegie
High School Diploma -
West Point High School