Resume for Rick Waites

8/14/2019 Resume for Rick Waites

1/11

RICK L. WAITES

510 ASH STREET, BOULDER CITY, NEVADA 89005

CELL# 1-360-441-3622, E-MAIL [email protected]

Dear Hiring Executive,

Please accept this letter and enclosed resume as application for a position with your

company.

I offer extensive knowledge in Fixed and Variable Operations of a franchised Dealership. I

am knowledgeable of the UCS, ADP, Arcona, and Reynolds & Reynolds computer systems. Inaddition to the qualifications in the enclosed resume, I would bring the following attributes

to your organization:

** 20 + years experience in Sales, Service and Parts operations, Management and employee

Relations.

** Extensive leadership qualities and knowledge of the automotive industry, with experience

In large metro dealerships.

** Excellent customer service skills with ability to develop strong inter-personnel relations

With co-workers and customers.

** Proven record of trust and loyalty evidenced by increased CSI ratings and letters of

Gratitude from customers.

I would welcome the opportunity to discuss with you how my knowledge and experience

would be a benefit to your organization. You may reach me at (360) 441-3622 or by e-mail:

[email protected] an interview.

Thank you, in advance, for your time and consideration.

Sincerely,

Rick L. Waites
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


2/11

Objective

Seeking a position within the organization where I can utilize my experience

and contribute to the profitability of the Dealership.

Summary of Qualifications

Skilled in high volume work flow with creative problem resolution

capabilities

Skilled in streamlining procedures for maximized productivity

Skilled in hiring, training and evaluating personnel

Administrating programs to increase and maintain high CSI

Outstanding communication skills proficiently utilizing inter-personnel

skills in relating to others. Effectively handling difficult situations,

negotiating as well as developing and implementing solutions Skilled in effectively solving problems and decision making based upon

facts

Skilled in effectively planning and organizing

Skilled as an exceptional supervisor accurately performing record

keeping, scheduling, inventory controls, and related duties to ensure

more productive operations

Team developer and active participant

Capable of evaluating financial statements for entire dealership

Work Experience

General Manager (07/08 11/09)

Clay Management, Vice President, Automotive Division (10/06

07/08)

Pioneer Ford, Lynden, Washington

This dealership was my client for 5 months prior to my employment. After

the successes of the programs I introduced, the owners offered me a position

as in-house consultant and to assist them in purchasing additional

dealerships. After 2 years, they offered me the position as General Manager

as the economy has prohibited purchasing additional franchises.

Implemented management training

Implemented expense cutting processes


3/11

Hired trained, professional employees in key positions to expedite

profitability

Established weekly management meeting with agenda to ensure viable

topics were discussed and concerns were addressed

Implemented service drive processes write-up, walkarounds,

inspections, up selling, customer call backs, phone and selling skills

developed, and customer follow-up

Implemented sales processes Joe Verde sales processes taught and

followed

Using proper accounting processes, re-established the financial

statement as an accurate snapshot of the dealerships financial status

Contracted ADMI to work with the Parts Manager and manage the parts

inventory

Written OSHA accepted programs for the entire dealership

Meet daily with every Department Manager discussing budgets,expenses and all other challenges they may be addressing

Built an excellent rapport with Bank checking and flooring

Overseeing the operation and financial status of the Dealership

Consultant (11/05 10/06)

Solutions on Service, LLC - Utah, California, Idaho, Washington, Montana,

Oregon, Missouri, Wyoming

Employed to consult dealership owners and managers in the Fixed

Operations of their dealerships. As a Consultant, the following were my

responsibilities: `

Evaluate the financial statement parts, service and body shop

Evaluate the personnel and processes in use

Hold training seminars and individually as needed for Service

Managers and Advisors

Assist in the hiring of new personnel

Install computer programs to assist in daily tracking of personnels

performance in all areas HPRO, ELR, Gross profit, missed sales, etc

Implement all SOS processes to ensure profitability in all departments

set goals and benchmarks for each department

Traveled and visited dealerships in Utah, California, Idaho, Washington,

Montana, Oregon, Missouri, and Wyoming

Established pay plans


4/11

Met with each owner upon arrival with targeted areas for improvement

and prior to departure with a written progress report ensuring the visit

was successful

Service Manager (10/04 11/05)

Middlekauf Ford, Twin Falls, Idaho

Overseeing the daily operation of the service department, training of all

service department personnel, managing expenses, developing and

implementing policies and procedures to improve work flow and profitability;

implementing processes to achieve and maintain high CSI

Worked with Fixed Operations Manager to improve processes

Trained Service Advisors

Eliminated excessive policy write-offs

Implemented service write-up walkarounds, inspections, call back and

up sell processes

Assisted with interviewing and hiring service personnel

Re-located service drive in main building for better work flow

Assumed the duties of Fixed Operations Manager when he left the

employ of the dealership no title or pay change

Worked closely with Ford factory personnel to ensure improved

relations with Ford

Established training bonuses for reaching the different levels of Ford

and ASE training Worked in the community to build better image and improve customer

loyalty

Fixed Operations Manager (4/04 10/04)

Franklin Pontiac, Buick, GMC, Franklin, Tennessee

I was employed by Thompson Consulting and went to Franklin for 6 months

to work with a GM minority dealer. The previous service and parts managers

had been promoted and given no training in their management positions.

Evaluated the financial statement and found lack of processes

hindered profitability

Implemented service drive processes and Service Advisor training

Part of Service Advisor training was selling skills asking for the sale

Implemented a daily tracking program

Implemented weekly service and parts meetings with all personnel


5/11

Built rapport with GM factory Rep and factory

Met with owner daily to discuss our progress

Trained Warranty Administrator - established goals and benchmarks

Oversaw Parts and Service Departments daily operation

Interim General Manager/Interim Service Manager Lithia CorporateTeam (10/03 2/04)

Lithia Motors Corp Chevrolet Cadillac of Fairbanks, Alaska

Sent to newly purchased dealership to set up service department, monitor

operation of service department, monitor expenses and income, train all

service personnel, hire and fire service and detail personnel, send weekly

and month end reports to Medford, Oregon; would spend 2 to 3 weeks at a

time in Fairbanks then fly home to Twin Falls

Went from monthly loss of $35,000 to $22,000 profit in December, 04

Technician training standards went from 28% trained to 59% in 3

months

Established work flow processes

Established training program for Service Advisors including selling

skills

Cleaned up warranty schedule from $80,000 owed to $15,000 current

by training the warranty administrator and building rapport with GM

factory Rep

Left Lithias employ wanted me to move my family to Fairbanks,Alaska


Chevrolet Cadillac of Twin Falls, Idaho (Lithia Motors)

Overseeing the daily operation of service department, training all service

personnel, managing expenses, implementing Lithias selling processes and

policies, working with parts, body shop and sales departments to ensure

excellent work flow, implemented processes to achieve and maintain higher

CSI

Implemented Lithias selling systems, established up sell programs for

Technicians and Advisors

Improved CSI

Improved gross profit


6/11

Trained my replacement and accepted advancement with Lithia

Corporate


Cole Chevrolet, Pocatello, IdahoOverseeing the daily operation of service department, training all service

personnel, managing expenses, developed and implemented policies and

procedures to ensure excellent work flow and profitability, implemented

processes to achieve and maintain high CSI.

Went from $138,000 loss in 2000 to break even the first year (2001)

CSI went from 38% top box to 78% top box

Technician training went from 58% trained to 83%

Used Car Service Manager (08/98 11/00)

Gaudin Ford, Las Vegas, Nevada

Overseeing the daily operation of the used car service department,

managing expenses, developed procedures for determining vehicles to

recondition and how much to spend to maintain the departments pre-

determined profit, schedule customers for we owe repairs, trained

department personnel. Worked closely with Used Car Manager.

Went from selling 190 to 210 used vehicles monthly to 310 to 320

Cut expenses by 1/3

Increased profits by 25%

Oversaw training standards ASE Certifications

Updated equipment and safety standards

Developed expense controls and enforced accountability by employees


Pat Clark Pontiac, GMC, Las Vegas, Nevada

Overseeing the daily operation of service department, training all servicepersonnel, managing expenses, hiring and evaluating service personnel, re-

vamping policies and procedures to ensure profitability, improved

productivity of service advisors and technicians

Improved efficiency of service advisors and technicians

Increased CSI


7/11

GM training standards were met

Developed service department handbook

Increased gross profit in Fixed Operations

Assistant Service Manager (09/94 2/96)

Wildens Pride Dodge, Las Vegas, Nevada

Overseeing the service drive and 4 service advisors, maintained excellent

work flow of customers and vehicles, scheduled training for service advisors

and technicians, assisted service manager with customer concerns and

departmental planning

Increased service drive productivity

Decreased customer concerns, improved CSI

Increased service drive and department profitability

Assistant Service Manager/Service Advisor (04/92 12/94)

Courtesy Pontiac, Oldsmobile, Saab, Isuzu, Suzuki, Kia, Las Vegas, Nevada

Assisted service manager with overseeing service drive and shop, assisted

with customer concerns and developed procedures for the service drive

Assisted in improving profitability in service department

Assisted in improving CSI and maintaining the higher level

Assisted other service advisors with their duties and customers

Service Advisor (07/91 04/92)

Fletcher Jones Chevrolet, Las Vegas, Nevada

Scheduled customers with appointments, sold recommended maintenance

and services, maintained high CSI, assisted driving higher profits to the

service department

For 2 years in a row, maintained the highest CSI in the servicedepartment (one of 10 service advisors)

Coursework


8/11

2007 Joe Verde Sales Training

Seattle, Washington

2007 NADA Training

Seattle, Washington

2005 Reynolds & Reynolds Training

Web Courses

2003 ADP Training/ Management Training

Medford, Oregon

2003 Mark of Excellence, General Motors

Certified Service Manager

2002 - 2005 Mark of Excellence, General Motors

Certified Service Manager

1985 2003 General Motors Training Courses

Burbank, California

1996 1998 University of Automotive Management General

Motors

Burbank, California ---- Service Manager

Courses


9/11

1991 1996 University of Automotive Management General

Motors

Burbank, California ---- Service Consultant

Courses

1985 Las Vegas School of Real Estate

Las Vegas, Nevada ---- Nevada Real Estate

License Courses

1985 University of Nevada, Las Vegas

Las Vegas, Nevada ---- Nevada Real Estate LawCourse

---- Business

Management

1968 1972 U.S. Navy ---- Honorable Discharge

Licenses and Certifications

General Manager courses ---- NADA, General Motors, Ford

Service Manager courses ---- NADA, General Motors, Ford

Sales Consultant courses ---- NADA, Joe Verde Training, General

Motors, Ford

Finance Manager Courses ---- NADA, Sandy Corporation, Several Bank

and Credit Union Seminars


10/11

Trained on UCS, Reynolds & Reynolds, ADP, Arcona computer systems

Business Management courses -- University of Nevada, Las Vegas

Professional References

Professional and personal references available upon request

Community Involvement

Pioneer Lynden Museum Member of Endowment Fund Committee Lynden Masonic Lodge #56 Senior Warden Elect and Master Mason

York Rite Member of the Order of Knights Templar

Past President of General Motors Service & Parts Managers Club

Past President of Nevada Jaycees, JCI Senator, Jaycee Ambassador

Past President of several local Jaycee Chapters in Nevada

Past Member of the Board of Directors of the United States Jaycees

Past Member of the Board of Directors for the PGA Golf Tournament in

Las Vegas

Past Member of the Las Vegas Board of Directors for MDA and Easter

Seals

Active Member of the St. Joseph Catholic Church, Lynden, Washington

Active Member of the Washington State University Alumni Association

Active Member of the University of Nevada, Las Vegas Alumni

Association

Active Member of the St. Andrews Catholic Church, Boulder City,

Nevada


11/11

Resume for Rick Waites

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