Cliff Dunn Resume 2015
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L. CLIFFORD DUNN III 29 EAST FRANKLIN ST., DANIELSON CT 06239 PHONE: (860) 774-1179 • CELL: (401) 523-0291 • E-MAIL [email protected] WORK EXPERIENCE November 2013 – Present Herb Chambers Infiniti Westborough, MA SERVICE MANAGER • Manage the operation of a premium brand service department, achievements including: – Increasing gross profit by 30% over one year – Customer Service Index placement of first in the Eastern Region and 22 nd out of 212 Infiniti dealerships nationwide – Increasing CSI from 89% to 97% over 18 months • Direct a staff of 3 service advisors, 8 flat rate techs, 3 express service techs, 2 hourly techs, 3 service porters and 1 warranty administrator, coaching the entire staff for maximum performance while monitoring warranty schedules, processing payroll and controlling shop flow • Maximize profits by lowering overhead and greatly improving shop efficiency through innovative strategies including: − Maintaining an excellent relationship with outside vendors to lower overhead costs − Developing a marketing plan towards out-of-warranty vehicles to maximize profit and build retention − Increasing shop certification to increase warranty eligibility − Implementing an oil change plan at vehicle point of sale to increase retention November 2012 – September 2013 Infiniti of Warwick Warwick, RI SERVICE MANAGER • Manage the operation of a premium brand service department, achievements including: – Increased gross profit by $35k over one year with a customer pay percentage consistently over 83% – Consistently above region Customer Service Index tier levels of 94.7 while increasing retention rate by 10% – Increased fixed absorption percentage by 3% year over year • Directed a staff of 3 service advisors, 8 flat rate techs, 3 express techs, 3 service porters and 1 warranty administrator, coaching staff to achieve effective labor rate of $107 and door rate of $119, with employee satisfaction index score of 94% • Maximized profits by lowering overhead and greatly improving shop efficiency through innovative strategies including: − Installed Hunter Quick Alignment Machine to ensure transparency to customers while increasing gross profits, completing a return on investment within 90 days − Implemented a quality control process resulting in 3 consecutive months of 100% fixed-right-first-visit − Maintained an excellent relationship with outside vendors to lower overhead costs − Developed a marketing plan towards out-of-warranty vehicles to maximize profit and build retention − Increased shop certification to increase warranty eligibility July 2011 – November 2012 Putnam Chrysler Dodge Jeep Kia Putnam, CT SERVICE MANAGER • Managed the operation of a multi-brand Service Department, while building average shop efficiency by 5% to 109% • Maintained net profit for final 10 months in position, the longest stretch for consecutive net profit ever achieved at this store • Increased effective labor rate from $80/hr. to $86/hr. with a door rate of $92.50 • Managed department budget, reducing expenses by an average of $6,000/month while also upgrading shop equipment • Went through manufacturer warranty audit with less than $3,000 in charge-backs • Maintained monthly customer-pay gross profit percentage of 75% and above • Directed a staff of 2 – 3 service advisors and 7 technicians • Ensured high quality work and customer service, resulting in CSI at or above region average • Ensured warranty schedules remained current • Managed service department marketing / advertising planning and budget to improve customer retention • Facilitated employee certification and training
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Transcript of Cliff Dunn Resume 2015
L. CLIFFORD DUNN III 2 9 E A S T F R A N K L I N S T . , D A N I E L S O N C T 0 6 2 3 9
P H O N E : ( 8 6 0 ) 7 7 4 - 1 1 7 9 • C E L L : ( 4 0 1 ) 5 2 3 - 0 2 9 1 • E - M A I L C L I F F D 7 3 @ G M A I L . C O M
WORK EXPERIENCE
November 2013 – Present Herb Chambers Infiniti Westborough, MA SERVICE MANAGER • Manage the operation of a premium brand service department, achievements including:
– Increasing gross profit by 30% over one year – Customer Service Index placement of first in the Eastern Region and 22nd out of 212 Infiniti dealerships nationwide – Increasing CSI from 89% to 97% over 18 months
• Direct a staff of 3 service advisors, 8 flat rate techs, 3 express service techs, 2 hourly techs, 3 service porters and 1 warranty administrator, coaching the entire staff for maximum performance while monitoring warranty schedules, processing payroll and controlling shop flow
• Maximize profits by lowering overhead and greatly improving shop efficiency through innovative strategies including: − Maintaining an excellent relationship with outside vendors to lower overhead costs − Developing a marketing plan towards out-of-warranty vehicles to maximize profit and build retention − Increasing shop certification to increase warranty eligibility − Implementing an oil change plan at vehicle point of sale to increase retention
November 2012 – September 2013 Infiniti of Warwick Warwick, RI SERVICE MANAGER • Manage the operation of a premium brand service department, achievements including:
– Increased gross profit by $35k over one year with a customer pay percentage consistently over 83% – Consistently above region Customer Service Index tier levels of 94.7 while increasing retention rate by 10% – Increased fixed absorption percentage by 3% year over year
• Directed a staff of 3 service advisors, 8 flat rate techs, 3 express techs, 3 service porters and 1 warranty administrator, coaching staff to achieve effective labor rate of $107 and door rate of $119, with employee satisfaction index score of 94%
• Maximized profits by lowering overhead and greatly improving shop efficiency through innovative strategies including: − Installed Hunter Quick Alignment Machine to ensure transparency to customers while increasing gross profits,
completing a return on investment within 90 days − Implemented a quality control process resulting in 3 consecutive months of 100% fixed-right-first-visit − Maintained an excellent relationship with outside vendors to lower overhead costs − Developed a marketing plan towards out-of-warranty vehicles to maximize profit and build retention − Increased shop certification to increase warranty eligibility
July 2011 – November 2012 Putnam Chrysler Dodge Jeep Kia Putnam, CT SERVICE MANAGER • Managed the operation of a multi-brand Service Department, while building average shop efficiency by 5% to 109% • Maintained net profit for final 10 months in position, the longest stretch for consecutive net profit ever achieved at this store • Increased effective labor rate from $80/hr. to $86/hr. with a door rate of $92.50 • Managed department budget, reducing expenses by an average of $6,000/month while also upgrading shop equipment • Went through manufacturer warranty audit with less than $3,000 in charge-backs • Maintained monthly customer-pay gross profit percentage of 75% and above • Directed a staff of 2 – 3 service advisors and 7 technicians • Ensured high quality work and customer service, resulting in CSI at or above region average • Ensured warranty schedules remained current • Managed service department marketing / advertising planning and budget to improve customer retention • Facilitated employee certification and training
September 2010 – May 2011 Balise Volkswagen West Warwick, RI
(June 2005 – September 2010 Fiore Pontiac / Volkswagen / GMC West Warwick, RI)
(Balise purchased Fiore) ASSISTANT SERVICE MANAGER, 2008 – 2011 | SERVICE ADVISOR 2005 – 2008 • Supervised service advisors and technicians to maintain optimum shop efficiency and morale • Served as the primary point of contact and customer service for fixed operations, writing an average of 20 daily repair orders • Managed customer communications and concerns to ensure a high CSI • Managed shop flow and facilitated increased sales through upselling of services and accessories • Entered warranty information and coding to ensure proper reimbursement and records
SPECIAL SKILLS
• Proficient in ADP, Automate, Edge MPI System and all Microsoft Office applications • Proven track record of superior customer communication skills and ability to multitask and work well in a fast-paced
environment
EDUCATION
2003 – 2004 New England Institute of Technology Warwick, RI Associates in Science
1993 - 1995 Community College of Rhode Island Lincoln, RI Studies in criminal justice and business
REFERENCES
William Lancellotta - Parts & Service Director, Balise Volkswagen: (401) 692-0538 Gary Boyd – Account Manager for BG services: (401) 663-5567 Al Confreda- Parts Manager, Nissan Village : (401) 261-3134 Steve Alyward- General Manager, Lexus of Warwick: [email protected]
