|MARK A. MERRYMAN
915 Puryears Bend Road Phone: (615) 374-3993
Hartsville, TN 37074 Cell Phone: (615) 374-1162 E-mail: firstname.lastname@example.org
To pursue a career in a well established organization that will utilize my abilities in management, client relations, and automotive experience.
Nissan, Mazda and Subaru of Cool Springs, Franklin, TN 2005 to Present
PARTS AND SERVICE DIRECTOR
Directly responsible for the complete fixed operation segment of the dealership. Working through each department manager to set and reach individual and department goals. Evaluate and implement processes to help increase client satisfaction, productivity, efficiency and profitability. Review employee requirements in order to achieve the proper personal necessary to operate each department at its most efficient level. Develop service menu to meet maintenance requirements and increase effective labor rate. Consult on building and equipment needs during construction of new facilities. Develop and implement action plan to move dealerships into new facilities. Helped start completely new Subaru franchise from ground up. Continuing relationships with each manufacture personnel in order to maintain good partnership. Empowered by Mazda and Subaru to make post warranty goodwill decisions.
Mercedes-Benz of Nashville, Nashville and Franklin, TN 1989 – 2005
Directly responsible for complete service department operations. Recruit, hire, train and motivate a service staff of 48 employees. Operate the department at maximum production; control costs. Establish department and individual performance goals. Evaluate overall and individual performance; provide an environment of mutual trust and respect; build a loyal clientele; monitor and improve client satisfaction; maintain good employee relationships; require the highest ethical standards from staff and management. Empowered by Mercedes-Benz of North America to make post warranty decisions in order to maintain good client relations. Comply with warranty requirements from manufactory and management. Develop the ability to work with other department heads to achieve client satisfaction. Experiences in various positions; dispatcher, service advisor, warranty administrator, assistant and truck service manager has given great insight into what it takes to make a team work together to achieve its goals.
MARK A. MERRYMAN
Vaughn Porsche, Audi and Mazda, Nashville, TN 1984 -1989
SERVICE ADVISOR / PORSCHE SERVICE MANAGER
Directly responsible for client services and satisfaction. Responsible for service sales and gross profit. Influencing the volume of service business and ensuring customer satisfaction. Interacting with customers as the dealership’s first-line customer relations and sales representative. Empowered by management to resolve client’s concerns about quality of service or price issues. Update and maintain technical information library. Promoted from dispatcher to service advisor to Porsche Service Manager.
Western Auto, Nashville, TN (Auto parts and services) 1982-1984
ASSISTANT STORE MANAGER
Responsible for helping store manager keep daily operation of the store running smoothly. Schedule personnel; order and stock merchandise; sell auto parts, tires and accessories; responsible for customer satisfaction; supervise employees; close and balance daily business transactions. Promoted to Store manager short before leaving.
Middle Tennessee State University, 1981
BBA Business Management and Marketing
Mercedes-Benz of North American 1990- Present
Continued education courses: Service Management: Operations and Profitability; Management by Strengths; Service Management Training; Generation X and Y; Management Through Leadership; Service Concepts; Multiple new product training; Service Advisor Seminar; National Parts and Service Manager Training.
MARK A. MERRYMAN
Mercedes-Benz “People Behind the Star” Gold level 2001
Gold level 2002
Platinum Level 2003
A National program from Mercedes-Benz recognizing individual professionals that obtain certain goals in training, personal development, customer satisfaction, sales projections of products and services. Program discontinued in 2004.
Mercedes-Benz “Top Ten Performers” Appeared continuously in the monthly top ten lists for “Service Experience Satisfaction” and “Client Relationship Index”, from October 2002 through December 2004. (Customer satisfaction index)
“Mazda Master Certified Service and Parts Director” Completed the required training and reached specific objectives set by Mazda of North America.
Winner of the Gulf Region “Mazda Parts & Service Challenge” May-June 2006, largest sales increase over same time period form previous year.
“Subaru Certified” Completed the required training and reached specific objectives set by Subaru of America. (Product knowledge, Service and warranty training)
The dealership has been recognized as a “SUBARU STELLAR PERFORMER”. This program insures a dealership has meet specific requirements for the facility and policies to make a positive experience for all clients.
Ranked #1 out of 105 dealers in South Central Region in Subaru Service Experience, third quarter 2006, first and third quarter 2007. (A tool used by Subaru of America to measure owner loyalty and satisfaction).