Richard Robinson
Burlington,NC
Summary
Skilled Service Director with a proven track record in managing and enhancing customer service operations. Expertise in developing strategies to optimize customer satisfaction, streamline processes, and lead high-performing service teams. Demonstrated strengths in strategic planning, team leadership, process improvement, and problem-solving. Consistently achieve improved operational efficiency and heightened customer loyalty.
Overview
20
20
years of professional experience
Work History
SERVICE DIRECTOR
HIGH POINT MITSUBIUSHI
High Point, NC
03.2023 - Current
- Managed the day-today operations of the service department
- Managed all aspects of customer satisfaction, including sales, inventory management, training and performance and improvement
- Maintained accurate records for each repair performed by the service department
- Provided leadership to support team members in meeting company goals
Service Lane Manager
Rice Toyota
Greensboro, NC
04.2021 - 02.2023
- Service Lane Manager to a highly efficient and highly profitable service department in the Greensboro area
- Manager to 18 Assistant Service Managers and 9 automotive valets
- Duties include interviewing, hiring, training and overseeing productive staff, customer retention techniques and managing cost control daily
- Daily monitoring of department objectives as well as individual ASM goals and objectives
Assistant Service Manager (Service Writer)
Rice Toyota
Greensboro, NC
03.2017 - 04.2021
- Greet customers in a timely, friendly manner
- Advise customers on the care and the value of maintaining their vehicles in accordance with manufacturers specifications
- Follow prescribed procedures for customer post follow-up resulting in return visits, increased sales and a admirable CSI (Customer Satisfaction Index)
- Customer Pay Monthly Sales as well as CSI scores available upon request
Automotive Service Advisor
Crown Honda Southpoint
Durham, NC
06.2015 - 02.2017
- Generate service order estimations and quotes for customers
- Schedule appointments and maintain an organized schedule
- Conduct post-repair follow ups and resolve customer complaints
Store Manager
Mr Tire
Burlington, NC
01.2013 - 06.2015
- Company Overview: full service automobile service facility
- Responsible for meeting the store sales and profit objectives
- Directing all store personnel as well as customer relations and services
- In charge of all hiring, training, motivating and development
- Responsible for all equipment and the maintenance of the facility adherent to company policy along with all state and federal regulations
- Full service automobile service facility
Assistant Manager
Sears Auto Center
Durham, NC
10.2009 - 12.2012
- Assist the auto center manager in managing the auto center and associates
- Ensure consistent, timely and accurate service delivery to customers by building, supervising and training a high performance selling and service team
- Supervise the image, cleanliness and in stock presentation of the selling floor, stockrooms and backshop
- Accountable for supervising proper and accurate receiving and accounting for merchandise and locally purchased parts
TLE Support Supervisor
Wal-Mart
Durham, NC
03.2007 - 10.2009
- The Leader of TLE operations
- Provide Tire and Lube express (TLE) products and services by identifying customer needs
- Leads associates in the TLE Service and Automotive areas by assigning duties, communicating goals, providing feedback and follow-up of work performance by job shadowing, teaching, ensuring compliance and participating in the coaching process
Store Manager
Advance Auto Parts
Laurel, MD
06.2004 - 02.2007
- Responsible for the overall operation and personnel of store
- Duties included scheduling, inventory maintenance and floor maintenance
- Oversaw P&L reports and team testing reports
- Monitored and regulated cash deposits, daily cash drops and paidouts
- Responsible for Commercial dept
- And personnel along with commercial accounts
Education
Finance Management -
Frostburg State University
01.2003
Diploma -
Suitland High School
01.1998
Skills
- Payroll Management
- Strategic Planning
- Training and mentoring
- Data Performance Evaluation
- Customer Relationship Management
- Operations Management
- Employee Training
- Sales Support
- Team Leadership
- Issue Escalation
- Customer Needs Assessment
- Customer outreach
- Complaint Handling
- Customer Engagement
- Team Collaboration
- Public Speaking
- Employee Performance Management
- Relationship Building
- Customer Retention
- Product Sales
- Team training and development
- Company policy adherence
Affiliations
- United States Marine Corp (USMC) 1999 -2004 SGT
Timeline
SERVICE DIRECTOR
HIGH POINT MITSUBIUSHI
03.2023 - Current
Service Lane Manager
Rice Toyota
04.2021 - 02.2023
Assistant Service Manager (Service Writer)
Rice Toyota
03.2017 - 04.2021
Automotive Service Advisor
Crown Honda Southpoint
06.2015 - 02.2017
Store Manager
Mr Tire
01.2013 - 06.2015
Assistant Manager
Sears Auto Center
10.2009 - 12.2012
TLE Support Supervisor
Wal-Mart
03.2007 - 10.2009
Store Manager
Advance Auto Parts
06.2004 - 02.2007
Finance Management -
Frostburg State University
Diploma -
Suitland High School
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