Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Ricardo Rodriguez

Whittier

Summary

Dynamic Automotive Service Manager with a proven track record at Toyota of Downtown LA, achieving a 5% increase in productivity. Expert in service department management and effective vendor negotiation, fostering strong client relationships and enhancing customer satisfaction through strategic appointment coordination and continuous improvement initiatives.

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 positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Automotive Service Manager

Toyota of Downtown LA
04.2018 - Current
  • Consistently met or exceeded monthly performance targets set by upper management in terms of revenue generation, customer satisfaction ratings, and operational efficiency metrics.
  • Reduced wait times for customers by optimizing scheduling and resource allocation within the service department.
  • Developed strong relationships with vendors, securing competitive pricing on parts and supplies for the repair facility.
  • Managed a team of automotive technicians, ensuring timely completion of repairs and adherence to quality standards.
  • Maintained accurate records of all repairs performed, ensuring proper documentation for warranty claims and future reference for clients.
  • Assisted in budget preparation and forecasting activities, ensuring optimal resource allocation to achieve financial objectives.
  • Maximized revenue generation by upselling additional services to customers based on vehicle needs and manufacturer recommendations.
  • Established a culture of continuous improvement within the service department by regularly soliciting feedback from staff members regarding potential areas for process enhancement or cost reduction measures.
  • Conducted thorough evaluations of technician performance, providing constructive feedback and coaching to improve overall productivity.
  • Achieved 5% increase in productivity in fixed operations, parts and service department.
  • Ensured compliance with all relevant federal, state, and local regulations governing automotive repair facilities, maintaining necessary licenses and certifications.
  • Streamlined internal communication channels among front office staff, service advisors, technicians, and parts personnel, fostering a collaborative work environment.
  • Enhanced workplace safety by implementing strict protocols for equipment usage, hazardous material handling, and waste disposal procedures.
  • Collaborated with sales team to coordinate pre-delivery inspections and repairs on new vehicles, ensuring seamless handover from dealership to client.
  • Implemented regular training programs for staff members, fostering professional development and keeping skills up-to-date in an ever-changing industry.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Launched quality assurance practices for each phase of development
  • Managed senior-level personnel working in marketing and sales capacities.
  • Developed detailed plans based on broad guidance and direction.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Service Drive Manager

Toyota of Santa Monica
05.2011 - 03.2018
  • Utilized data analysis tools alongside management software systems aiding the betterment of strategic planning within the department.
  • Maintained open lines of communication between the service drive department and other departments within the organization, fostering a collaborative environment.
  • Reduced employee turnover by fostering a positive work culture that encouraged teamwork, recognition, and career growth opportunities.
  • Actively participated in recruiting, interviewing, hiring, and onboarding new employees with the goal of building a high-performing team.
  • Implemented new training programs for service drive staff, improving overall knowledge and skills in the department.
  • Improved customer satisfaction by implementing efficient service drive processes and streamlining communication.
  • Evaluated current workflow processes in the department periodically making necessary adjustments to increase efficiency without compromising quality.
  • Analyzed financial reports to identify trends and make informed decisions regarding operational adjustments for increased revenue.
  • Ensured high-quality customer service by maintaining a clean, organized, and inviting service drive environment.
  • Managed daily operations of the service drive, delegating tasks to team members for optimal efficiency and productivity.
  • Led team meetings regularly to discuss goals, progress updates, challenges faced by staff members along with brainstorming solutions together as a unit.
  • Enhanced team performance by providing regular coaching, feedback, and professional development opportunities.
  • Ensured compliance with company policies and industry regulations by regularly reviewing procedures and conducting internal audits.
  • Addressed customer complaints promptly and professionally, resolving issues effectively to maintain client trust and loyalty.
  • Collaborated with sales and parts departments to ensure seamless customer experiences across all touchpoints.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

Warehouse Shipping Receiver Manager

Mann Brothers Paints and Supplies
01.2009 - 02.2011
  • Maintained a clean and organized warehouse environment, ensuring efficient operations and minimizing safety hazards.
  • Ensured compliance with OSHA regulations through regular safety training sessions for all staff members.
  • Streamlined the shipping process by implementing an efficient inventory management system.
  • Optimized storage space utilization by reorganizing products according to size, weight, and frequency of use.
  • Managed inbound shipments efficiently, verifying received goods against purchase orders and invoices for accuracy.
  • Monitored warehouse equipment regularly, arranging repairs when necessary to minimize downtime in operations.
  • Prepared detailed reports on daily activities within the warehouse while highlighting areas for improvement in workflow efficiency.
  • Coordinated with carriers to schedule pick-ups and deliveries, maintaining timely shipments of products.
  • Assisted in developing a training program for new employees, improving overall productivity within the team.
  • Increased accuracy in order fulfillment by diligently double-checking all orders before shipment.
  • Leveraged cross-functional collaboration with transportation providers to negotiate competitive rates and improve delivery times.
  • Resolved customer issues related to shipping errors, strengthening relationships and ensuring repeat business.
  • Reduced order processing time by coordinating with warehouse staff to prioritize tasks effectively.
  • Conducted regular inventory audits to identify discrepancies and adjust records accordingly.
  • Collaborated with the purchasing department to maintain optimal stock levels for high-demand items.
  • Implemented cost-saving measures in packaging materials, reducing overall shipping expenses without compromising quality or product protection.
  • Contributed to company sustainability initiatives by implementing eco-friendly packaging and shipping practices in the warehouse.
  • Investigated lost or damaged shipments, working with carriers to resolve issues promptly and prevent future occurrences.
  • Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
  • Conducted counts and audits of inventories to identify and resolve discrepancies in records.
  • Operated equipment such as forklifts and balers to move outgoing shipments to loading area.
  • Processed invoices and order forms for goods received and shipped for proof of transactions.
  • Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
  • Communicated with vendors and suppliers to verify timely delivery of goods.
  • Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
  • Received incoming shipments, compared contents against associated records and transmitted to proper department.
  • Completed basic mathematical calculations to check weights and dimensions of shipments.
  • Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
  • Utilized forklift or pallet truck to load, unload, transport and store goods.
  • Moved shipment materials to and from designated areas using lift and hand trucks.
  • Packed, secured, labeled and applied postage to materials to prepare items for shipment.
  • Worked effectively with shippers to resolve shipment issues, damaged materials and shortages.
  • Communicated with carrier representatives, arranging for special deliveries and shipment receipts.
  • Requisitioned new supplies and maintained storage areas for smooth department operations.
  • Drafted and managed work and shipping orders, bills of lading, and shipping route materials for accurate and compliant recordkeeping.
  • Verified orders by comparing names and quantity of items packaged with shipping documents.
  • Inspected incoming and outgoing shipments to identify discrepancies with records.
  • Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
  • Compared shipping orders and invoices against contents received to verify accuracy.
  • Corresponded with carrier representatives to make arrangements and provide instructions for shipment and delivery of orders.
  • Managed and motivated employees to be productive and engaged in work.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Developed comprehensive risk management plan, minimizing potential disruptions to business operations.

Used Car Inventory Manager

Toyota Central Ltd.
08.1999 - 09.2008
  • Enhanced sales performance with effective pricing and marketing initiatives.
  • Managed online listings for increased visibility and lead generation, driving higher traffic to dealership website.
  • Coordinated regularly scheduled inventory audits, ensuring accurate records and proper documentation of all vehicle transactions.
  • Continuously evaluated industry trends and emerging technologies to identify opportunities for growth and improvement in used car operations.
  • Negotiated trade-in values fairly while maintaining profitability margins resulting in successfully closing deals and maintaining customer satisfaction.
  • Developed comprehensive reconditioning plans to improve vehicle appearance and value, increasing sales potential.
  • Assisted in budget planning for used car operations, identifying cost-saving opportunities without compromising quality or customer experience levels.
  • Collaborated with sales team members, providing them with accurate information on available inventory to facilitate successful client interactions.
  • Conducted thorough vehicle inspections, ensuring quality and compliance with safety standards before listing for sale.
  • Provided exceptional customer service by addressing inquiries promptly and professionally, fostering positive word-of-mouth referrals from satisfied clients.
  • Optimized floor plan layout to maximize visibility and accessibility of vehicles in the lot.
  • Led cross-functional meetings between departments such as finance, service, parts, and sales teams to discuss business goals related to used car operations effectively aligning objectives across all areas of the dealership.
  • Trained new employees on inventory management processes, ensuring a consistently high level of performance across the entire team.
  • Improved customer satisfaction by implementing efficient inventory management processes.
  • Streamlined used car acquisition strategies for increased profitability and turnover rate.
  • Established strong relationships with vendors, securing favorable terms and conditions for used car purchases.
  • Reduced inventory holding costs by closely monitoring aging stock and adjusting prices accordingly.
  • Managed used vehicle wholesales and auction acquisitions and monitored and adjusted inventory to optimize customer options.
  • Furnished dealership with accurate floor traffic control data and weekly reports on sales activities.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Developed detailed plans based on broad guidance and direction.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Launched quality assurance practices for each phase of development

Education

No Degree - Accounting And Business Administration

High School
Mexico
09-1998

Skills

  • Service writing
  • Customer Experience Management
  • Automotive Systems Evaluation
  • Client Engagement
  • Automotive Inspection
  • Strategic Appointment Coordination
  • Workforce Stability Initiatives
  • Service Department Management
  • Warranty Oversight
  • Effective Vendor Negotiation
  • Employee Review Process
  • Marketing Strategies
  • Sales and Service Management in Dealerships
  • Effective Scheduling
  • Understanding of State Regulations
  • Project Labor Analysis
  • Routine Maintenance Practices
  • Optimistic Mindset
  • Effective Team Collaboration
  • Client Support
  • Analytical Problem-Solving
  • Prioritization Skills
  • Detail-Oriented Approach
  • Critical Thinking and Problem Resolution
  • Multitasking Abilities
  • Reliability
  • Computer skills
  • Organizational skills
  • Team collaboration
  • Effective Team Leadership
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Decision-making
  • Problem resolution
  • Relationship building
  • Team building
  • Professional and courteous
  • Work Planning and Prioritization
  • Scheduling and coordinating
  • Self motivation
  • Managing operations and efficiency
  • Customer relationship management
  • Analytical thinking
  • Conflict resolution
  • Hiring and training
  • Training and development
  • Goal setting
  • Team development
  • Professionalism
  • Staff management
  • Task delegation
  • Quality control
  • Complex Problem-solving
  • Documentation and reporting
  • Negotiation and conflict resolution
  • Employee coaching and mentoring
  • Continuous improvement
  • Adaptability

Accomplishments

  • Supervised team of 60+ staff members in which I was able to bring multiple teams withing the department to work together towards a common goal, focus on customer satisfaction metrics based on guidelines provided by Vehicle Manufacturers commonly known as CSI. Assisting on training, couching and mentoring individuals that demonstrated interest on personal and professional goals to become part of the Management Team and in some instances some of them now been in charge of the department themselves. Focus on Customer Service Experience that is key element for multiple areas that are involved on a defined Service Process created through a honest and simple root cause analysis, all with a very fundamental bases by trust and full integrity application.

Certification

  • CM - Certified Manager Certification, recently acquired Master Level by Toyota USA
  • CPM - Certified Service Professional, Master Level from Toyota USA
  • Certified Customer Relations Manager, Toyota USA

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Automotive Service Manager

Toyota of Downtown LA
04.2018 - Current

Service Drive Manager

Toyota of Santa Monica
05.2011 - 03.2018

Warehouse Shipping Receiver Manager

Mann Brothers Paints and Supplies
01.2009 - 02.2011

Used Car Inventory Manager

Toyota Central Ltd.
08.1999 - 09.2008

No Degree - Accounting And Business Administration

High School

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Ricardo Rodriguez