William (Rusty) Ferguson
Zanesville,Ohio
Summary
Enthusiastic Parts Sales professional specializing in training and employee development. Motivational and encouraging leader with 38-year background building productive and cohesive sales and service teams.
Overview
12
12
years of professional experience
Work History
Parts Advisor
Mchugh Chrysler Dodge Jeep
Zanesville, Ohio
03.2021 - 03.2022
- Reached out to vendors outside usual network to find parts not available from traditional sources.
- Greeted customers via telephone and in person to answer questions, resolve concerns and complete sales.
- Assisted customers in finding appropriate parts promptly.
- Researched vehicles and parts via physical catalogs and electronic means.
- Ordered parts from various distributors to fulfill demands.
Service Advisor
Mathews Ford
Newark, OH
12.2016 - 03.2021
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Developed estimates by costing materials, supplies and labor.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Service Manager
Jeff Drennen Ford
Coshocton, Ohio
10.2014 - 11.2016
- Met with customers to discuss service needs and offer available solutions.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Followed up with customers during and after installations to verify satisfaction.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
Service Manager
Cambridge Car Care
Cambridge, OH
09.2009 - 10.2014
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Trained seven less-skilled service workers on standards, efficiency and conflict resolution for best-in-class customer service.
- Guided techs on automotive repair, tool usage and equipment operation.
- Developed written plans and obtained customer consent to proceed.
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
Education
High School Diploma -
Westerville-North High School
Westerville, OH06.1986
Skills
- Vehicle operations knowledge
- Improving customer satisfaction
- Sales coaching
- Customer relationship development
Timeline
Parts Advisor
Mchugh Chrysler Dodge Jeep
03.2021 - 03.2022
Service Advisor
Mathews Ford
12.2016 - 03.2021
Service Manager
Jeff Drennen Ford
10.2014 - 11.2016
Service Manager
Cambridge Car Care
09.2009 - 10.2014
High School Diploma -
Westerville-North High School