Robert (Doug) Collins
Bozeman,MT
Summary
A very experienced Service Manager with a proven track record at JC Billion GMC/Nissan, excelling in customer service management and team leadership. Enhanced client satisfaction through effective conflict resolution and streamlined processes, achieving significant repeat business. Skilled in quality control and fostering continuous improvement, driving team performance and operational efficiency.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Service Manager
JC Billion GMC/Nissan
07.2013 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- 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.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- 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.
Service Manager
Montana Import Group
07.2003 - 07.2013
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- 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.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
- Facilitated cross-functional team collaboration, improving resolution time for complex service issues.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement process enhancements.
- Enhanced team morale and reduced staff turnover by establishing recognition program that highlighted outstanding employee contributions.
- Streamlined warranty claim processes, enhancing customer satisfaction by ensuring timely resolution of service issues.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Car Wash Guys Franchise Owner/Operator
Self Employed as Owner/Operator
06.1999 - 06.2003
- Managed daily cash flow effectively while adhering to company guidelines on deposits, expenditures, account reconciliations.
- Managed labor, inventory and overhead costs effectively to maintain business profitability.
- Recruited and trained high-quality staff, resulting in increased customer satisfaction and loyalty.
- Oversaw payroll, business planning and marketing for franchise operations.
Service Advisor
JC Billion GMC/Pontiac/Cadillac/Nissan
06.1989 - 06.1999
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Promoted additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Participated in continuous professional development activities to stay current with industry trends and enhance expertise.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
No Degree -
Montana State University
Bozeman, MTHigh School Diploma -
Bozeman High School
Bozeman, MT06.1983
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service management
- Reliable and responsible
- Customer service
- Goal oriented
- Conflict resolution
- Time management
- Trustworthy and honest
- Employee supervision
- Outgoing and energetic
- Work Planning and Prioritization
- Continuous improvement
- Cost estimates
- Service and parts teams management
- Interpersonal relationships
- Quality control
Certification
- Throughout career maintained necessary Manufacturer training and certifications on an annual basis through on line and instructor led courses.
- Attended quarterly dealer 20Group meetings to continually grow in the automotive field as well as help other dealers do the same.
Timeline
Service Manager
JC Billion GMC/Nissan
07.2013 - Current
Service Manager
Montana Import Group
07.2003 - 07.2013
Car Wash Guys Franchise Owner/Operator
Self Employed as Owner/Operator
06.1999 - 06.2003
Service Advisor
JC Billion GMC/Pontiac/Cadillac/Nissan
06.1989 - 06.1999
No Degree -
Montana State University
High School Diploma -
Bozeman High School
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