Richard Potts
Cantonment,FL
Summary
Experienced and accomplished service manager and service advisor with a proven track record of delivering award-winning customer service. Adept in sales strategies and consistently exceeding customer satisfaction goals. Extensive training in fixed operations has equipped me with the expertise to revitalize underperforming service departments, driving increased efficiency and profitability. Additionally, skilled in employee recruitment and retention, fostering a high-performing team dedicated to delivering exceptional service experiences.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Fixed Operations Director
Southern Automotive
11.2022 - 04.2024
- As Fixed Operations Director I oversee the operations of four Service and Parts Departments
- I have two Buick/GMC stores and two KIA stores.
Service and Parts Director
OBX Chevrolet & Buick
06.2020 - 10.2022
- As service and Parts Director I manage the day to day operations of the service, parts and collision departments
- Create budgets, forecasting, hire employees, purchase equipment, and develop policies and procedures to control expenses and increase gross profit.
Service and Parts Director
Duke Automotive
04.2015 - 06.2020
- Service and Parts Director responsible for profitability of service department and oversight of parts department and the collision center
- Responsible for employee staffing, marketing, manufacturer compliance, CSI, customer retention, equipment purchases, vendor and customer relations, employee training, development and implementation of policies and procedures to constantly improve performance.
Service Manager
Duke Automotive
05.2013 - 04.2015
- Performed all management functions of service department, staffing, customer relations, created a service BDC, process improvement, shop modernization, in last five and a half years we now lead our zone in customer retention 86.8%, Technician training 240%, developed a highly trained and productive staff, CSI consistently above zone, increased gross profit by 24% and fixed coverage from 54% to 63%, GM national average 57%, achieved Certified Elite Service Department 3 years in a row.
Service Lane Manager
Hendrick Cadillac
01.2010 - 05.2013
- Supervised the service lane, advisors and greeters, trained employees, payroll, backed up Service manager, oversaw CSI, managed service BDC.
Service Advisor
Hendrick Cadillac
11.2003 - 01.2010
- As service advisor, sold work to customers, ran a team of mechanics, achieved sales and CSI goals.
Education
Certificate - Automotive Technology
Tidewater Community College
VA06.1990
Skills
- Training
- Strategic Planning
- Budget
- Retail sales
- Word
- Dealership Experience
- Microsoft Word
- Budgeting
- Marketing
- Automotive Diagnostics
- Auto Service Management
- Forecasting
- Operations Management
- Management
Certification
- ASE Service Consultant Certification, 06/01/16, 06/01/20
- Fixed Ops Academy, 05/01/16, Present
- Driver's License
Additional Information
President of Hampton Roads GM Parts and Service Association, Pruden Center VO Tech Automotive program advisory board, Tidewater Community College Automotive advisory board, NADA Fixed Ops training, PPG Greenbelt Collision Center Mgmt graduate
Awards
- Hendrick Master Service Consutant, 04/01/09
- Hendrick Presidents Club winner, 02/01/07
Accomplishments
Hendrick Master Service Consultant
Hendrick University Service Consultant Graduate
GM Fixed Operations Academy Graduate
NCM Fixed Ops 20 group
NADA Fixed Ops 20 group
JM&A Fixed Ops graduate
20 year GM certified service manager snd consultant
Affiliations
Tidewater Community College Auto Tech Advisory Board
Pruden Center Vo Tech Auto Advisory Board
Currituck County Vo Tech Auto Advisory Board
Past GM Parts and Service Club President
Timeline
Fixed Operations Director
Southern Automotive
11.2022 - 04.2024
Service and Parts Director
OBX Chevrolet & Buick
06.2020 - 10.2022
Service and Parts Director
Duke Automotive
04.2015 - 06.2020
Service Manager
Duke Automotive
05.2013 - 04.2015
Service Lane Manager
Hendrick Cadillac
01.2010 - 05.2013
Service Advisor
Hendrick Cadillac
11.2003 - 01.2010
Certificate - Automotive Technology
Tidewater Community College
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