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Name: Robert White
Reply to Ad
Date Posted: 03/23/2005

Professional Experience:

Service/Branch Manager
Dec. 2001 - Present
Confidential, New Jersey
(Within first year as Service Manager, divisional expenses were cut by 800%. By the end of the second year profits skyrocketed over 2000%)

* Manage shop and technicians to ensure 150% customer satisfaction
* Coordinate shop schedule
* Regulating man hours for the shop
* Successfully train, coach, and develop staff to ensure performance measures up to company code of conduct and/or to increase
skill or knowledge
* Meet with clients on-site to discuss their ever changing needs and wants
* Shop and customer billing
* Implementing new work orders and warranty procedures
* Budget reports for service operations and training expenses
* Responsible for personnel actions including salary increases, promotions, transfers, interviews, new hires and terminations
* Responding to escalated customer calls from team members
*Process owner of 6 sigma project

Asst. Service Manager
May 2001-Dec. 2001
Confindential, New Jersey

* Supervise shop and field technicians
* Maintain large customer accounts (maintenance and repair contracts)
* Schedule service for fleet accounts
* Maintained maintenance and rental accounts
(Transferred to Rents Division while closing the Carlstadt branch)

Asst. Service Manager/Service Advisor
Nov. 2000-May 2001
Valley Ford, Westwood, New Jersey

* Dispatcher
* Train new employees
* Maintained rental/loaner fleet
* Managed internal service needs
* Assisted in payroll preparation

Service Advisor
Aug. 1993-Sept. 1998
Mahwah Ford Sales & Service, Mahwah, New Jersey

* Sale of necessary repairs to customers
* Handle service needs for large fleet accounts
* Managed a team of technicians
* Maintain status of customer vehicles
* Notify customer of repair completion

On the job achievements:
* Certification as a Service Advisor through Ford Star training
* Certificate of recognition for QCP (customer satisfaction)

Computer Experience:

* Reynolds & Reynolds, ADP, Windows 98/00/XP, AS/400, SAP, Lotus Notes, MS Office 2000 (word, excel, works, outlook, access)


Bergen Community College, Paramus, New Jersey
Associate in Applied Science, Criminal Justice

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