Resume for Rick Waites
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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] -
8/14/2019 Resume for Rick Waites
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
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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
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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
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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
Service Manager (06/03 10/03)
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
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Trained my replacement and accepted advancement with Lithia
Corporate
Service Manager (12/00 6/03)
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
Service Manager (02/96 8/98)
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
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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
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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
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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
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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
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