Dwayne Pritchett
St. Thomas,ON
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to streamline operations to decrease costs and promote organizational efficiency and success. Dedicated to continuous improvement by enhancing employee engagement and boosting performance to achieve strategic initiatives.
Overview
28
28
years of professional experience
Work History
Fixed Operations Manager
Exeter Toyota
01.2018 - Current
- 4 years in President's Program, including No. 1 overall for Operational Excellence in 2018.
- Maintained TSM Gold Standards.
- Established robust performance metrics for monitoring progress towards departmental targets and objectives.
- Balanced short-term operational needs with long-term strategic planning, ensuring a consistently high level of performance in the face of changing business conditions or industry trends.
- Improved customer satisfaction by implementing efficient service processes and staff training programs.
- Identified areas for improvement in operations through regular process audits, resulting in cost savings and increased productivity and revenue.
- Managed warranty claims efficiently to ensure timely resolution of issues while minimizing financial impact on the dealership.
- Enhanced team performance with regular coaching, feedback, and professional development opportunities.
- Optimized inventory management to minimize costs without compromising parts availability or service quality.
- Collaborated with sales teams to promote a seamless transition from vehicle purchase to after-sales support.
- Handled challenging customers to assist employees and maintain excellent customer service.
Fixed Operations Manager
Woodstock Toyota
12.2015 - 01.2018
- Implemented changes in policies and procedures according to Toyota standards that resulted in the dealership achieving TSM Gold Standards with over 90%. The marked the first time in several years.
- See job description for Exeter Toyota
Parts & Service Advisor
Oxford Dodge Chrysler
05.2000 - 12.2015
- Enhanced customer satisfaction with prompt and accurate fulfillment of parts orders for various vehicle models + achieved high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Increased sales revenue through upselling, cross-selling, and recommending suitable alternatives when required items were unavailable or discontinued.
- Enhanced customer satisfaction by providing timely, accurate service recommendations and additional services, increasing overall revenue without compromising integrity.
- Managed returns and warranties efficiently, minimizing financial loss for the company while maintaining positive customer relationships.
- Contributed to team success by consistently meeting or exceeding monthly sales targets established by management.
- Reduced wait times with efficient coordination of service tasks among technicians + turnaround time for repairs by ensuring timely delivery of essential components to the service department.
- Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
- Ensured high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
Parts & Service Advisor
Elgin Chrysler
05.1996 - 05.2000
- See job description for Oxford Dodge Chrysler
Education
No Degree - Automotive Service Technician And Operations
NADA Service Management
10.2014
High School Diploma -
Central Elgin Collegiate Institute
St. Thomas, ON06.1995
Skills
- Operations Management & Efficiency
- Inventory Management
- Data Management
- KPI Tracking
- Staff Training and Development
- Scheduling and Coordination
Accomplishments
- TSM Gold Certified
- Platinum Warranty Administrator
Timeline
Fixed Operations Manager
Exeter Toyota
01.2018 - Current
Fixed Operations Manager
Woodstock Toyota
12.2015 - 01.2018
Parts & Service Advisor
Oxford Dodge Chrysler
05.2000 - 12.2015
Parts & Service Advisor
Elgin Chrysler
05.1996 - 05.2000
No Degree - Automotive Service Technician And Operations
NADA Service Management
High School Diploma -
Central Elgin Collegiate Institute
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