Objective
My Objective is to use my skills and ability's to achieve a position where I can prove my value. I have been in the retail side of the boating industry for fifteen years. I enjoy structuring and managing a team of people. To be a General Manager or Operations Manager is my goal.
Experience
EXPERIENCE
Utah Water Sports - Salt Lake City, Utah July 1993 – November 2008
Fourth leading MasterCraft dealership in the nation
General Manger (2004 – 2008) – Responsible for all day-to-day operations of the dealership, including managing 15 – 25 employees in the sales and service departments, employee development to drive improved customer satisfaction and company profitability, inventory control and optimizing seasonal inventory levels while minimizing cash outlays. Reported daily retail sales and service revenue collected to the Accounting department and provided weekly performance results to the owners.
• Improved customer satisfaction index from an average of 90% (1998-2004) to a sustained 96% (2008) through personal customer contact and leading the sales team to do the same.
• Developed and implemented steps to become a 5-Star certified marine dealer. Accomplished certification within three months of project start.
• Led the dealership to be in the “Top Ten” in sales for MasterCraft four years in a row.
• Created performance-based targets for each department to drive increased personal accountability, improved service levels, and improved profitability.
• Developed and implemented a service bonus structure for the service department to encourage service revenue growth. This structure increased service income $200,000 in one season.
• Initiated a process of weekly roundtable discussions where each department manager reported their departments progress towards achieving departmental and company goals. An action plan was then discussed on the next steps that should be taken to continue to work towards their goals for the following week. Instituted a monthly meeting with all employees to explain the status of the company and each department. This meeting included a review of the Customer Satisfaction Index and presentation of an outstanding employee award based on customer and peer rated criteria.
• Assisted marketing manager in conducting demonstration events, which led to higher sales of major units.
• Implemented and managed a sales lead tracking system that encouraged continued growth in retail sales volume.
• Developed a used boat program that consisted of performing a service inspection before any unit was traded in. A Current Market Value (CMV) was then determined through market research and the service inspection report. This program led to an average 18.9% margin on all used boats, an increase of 3.9%.
• Implemented a customer service program where every customer completed a customer satisfaction survey that rated the dealership on the customer satisfaction, how and why customers decided to buy from us or use our services. The results from these surveys were used to determine marketing expenditures, to recognize outstanding service given by employees, and to determine areas that needed improvement. In addition, I contacted all customers that had a negative experience to determine what could be done to improve their experience and what could be done to make future customers experience more pleasant.
• Worked closely with manufacturer representatives to help resolve any major customer complaints with products. In rare cases I was able to get complete replacement units for customers. With units retailing at $100,000 this was never an easy task to accomplish.
• Developed and implemented ordering and receiving process for parts and soft goods including quarterly audit of inventory count.
• Traveled to annual purchasing shows to order the following years products and determine what products would best suit customers needs.
• Worked with vendors to provide special product giveaways to buyers of major units and to develop giveaways for marketing events.
• Helped promote high employee morale by counseling under-performing and troubled employees to help find ways to improve their attitude and/or performance. Organized outside gatherings to boost morale and team cohesiveness. Setting an example of a high quality work ethic though personal dedication and a “Let’s get it done” attitude.
Service Manger (1998 – 2004) – Responsible for all day-to-day activities of the service department including the parts, warranty, service writer and technicians.
• Increased service revenue by analyzing the current shop rate from $50/hr and increased it to $89/hr the first year as Service Manager. Each year I analyzed the current shop rate based on company profitability targets and market rates to determine whether an increase was necessary.
• Implemented a service efficiency program to track each technicians performance and improve staffing utilization.
• Implemented a service appointment program to create better organization within the department and help increase customer satisfaction.
• Developed a parts room where all parts were organized and labeled with a price to help increase the efficiency of the inventory control system.
• Developed a new boat preparation and tracking list to increase technician efficiency and enabled the sales department to know which units where prepped and ready to sell.
• Developed a routine service process and checklist. This service encompassed a complete service and review of the unit. The structured process reduced costly mistakes and oversights by technicians. This service was the highest profit service and still is.
• Developed a winterization program and checklist to prepare units for winter storage to ensure technicians did not miss any step.
• Decided to pre-charge for the summer prep work which enabled the dealership to drastically increase service revenue and sustain the service department through the slow season. Once the unit returned in the spring for summer prep we could then up-sell additional services as well as expose customers to new models.
Education
EDUCATION
• Bingham High School (South Jordan) Graduated June 1995
• Salt Lake Community College (Salt Lake City)
Certification
PROFESSIONAL TRAINING
• Master Marine Technician Training by Indmar Marine Engine Factory
• Product and Service Training by MasterCraft Boat Company
• Service Management Training by Spader Business Management
• Sales and Management Training by the Joe Verde Group
• Sales Training by the Kelly O’Connell Group
Skils
My skill Include but are not limited to- Service Management, Retail General Management, Customer Relations, Conflict Resolution, Team Building, Training, Technical Knowledge,Electrical Diagnostics, Mechanical, Welding,