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About Susan Ireland
Copyright 2000-08
Susan Ireland
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Randall Andrews
123 Easy Street
Nantucket, MA¬Ý 12345
cellphone (123) 555-1234
randrews@bamboo.com

Automotive Service Manager/Director

SUMMARY OF QUALIFICATIONS

* Ten years automotive dealership service management experience building on 15 years as an automotive technician. Skills include:
- Management
- CSI
- Training
- Financials
- Quality Control
- Technical Support
- Warranty and Policy
- Team-building
- Regulatory Compliance

RELEVANT ACCOMPLISHMENTS

JOHN QUINCY LEXUS DEALERSHIP
MANAGEMENT

* Recognized by the dealer principal for raising profitability through cost controls on supplies, outside service companies and vendors.

* Built repeat business and customer loyalty by:
- Ensuring highest quality repair status.
- Educating and problem-solving with customers on technical issues and vehicle operations.

* Improved customer satisfaction by implementing the Lexus-Argon service improvement program.
- Worked with an Argon consultant to study workflow efficiency.
- Instituted a program that streamlined service.
- Implemented standardized written procedures.

* Strengthened the dealership reputation by providing expert technical explanations and resolving product disputes between customer, dealer and manufacturers.

* Succeeded at controlling company loss by favorably negotiating public liability disputes.

* One of 10 Lexus dealers selected out of more than 300 to participate in the NEARB Emission Parts Validation Study based on management of the program.

TEAM-BUILDING

* Promoted an above-average level of expertise among technical staff.
- Maintained a standard of up-to-date O.E.M. training for all technicians.
- Identified and corrected deficiencies in procedures and products.
- Created and directed an "in-house" training and review program to develop new skills and "fixes."

* Cultivated an extraordinary level of technician loyalty, achieving a 10+ year tenure among 75% of employees over a 12-year period.

* Fostered teamwork that motivated employees to achieve their highest potential.

TECHNICAL

* Achieved a Master Auto Technician Certification through the Institute of Automotive Service Excellence (ASE).

* Served as Special Advisor to New England District Service Managers Advisory Committee Seminars.

* Special Advisor to the University of MA engineering students competing in Lexus Motor Company national invitational to develop a fuel-efficient hybrid prototype.

WORK HISTORY

2000-present, CRAFTS IN WOOD, Nantucket, MA
Operations Manager

1988-2000, JOHN QUINCY LEXUS DEALERSHIP, Quincy, MA
Service Manager (1992-2000)
Shop Foreman (1990-1992)
Customer Service Advisor (1988-1990)

EDUCATION & TRAINING
Human Relations & Organizational Business program
University of MA-College of Professional Studies

Advanced Warranty and Policy, Lexus
Advanced Customer Satisfaction, Lexus
Human Relations & Management Training, Hoover Company
ADA
Family Leave Act
Employee and Company Rights

Business law coursework, Cape Cod Community College, Cape Cod, MA