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Robert Davies - CV 2015[1]
- 1. Personal Information Profile • I have 30 years of valuable after-sales management experience, under taken with a professional and conscientious manner. • I have generated excellent communication skills, which I have utlised and appropriately adapted at all levels within my role, enabling me to effectively organise staff and work productively alongside colleagues. • I have a broad knowledge and experience of a number of computer operating systems, which I have successfully used in order to achieve set objectives. • I have demonstrated throughout my career the ability to work well under pressure, keeping to tight deadlines whilst upholding the highest of company standards. Managerial Courses • Vauxhall Management – Gold level • Volvo In-Service Training Courses: • Dealership Operations • Interface Skills for Service Staff • Effective Team Leadership • Department Performance Analysis • Volvo Warranty • Marketing After-Sales • Stock Management (Kerridge based) • Managing Performance • Managing & Coaching Your Team • Volkswagen Management Assessment • Completed all Volkswagen Management Courses Employment History 2013 – 2014 Service Manager Platinum Vauxhall Chippenham 2012 - 2013 Wessex Bristol Area service Manager Kia, Alpha, Abarth - Nissan 2010-2012 Vauxhall Cardiff Service Manager • Put training plans in place for technicians that reflect work going through workshop • Ensure that management structure is put back into the daily operations of the department • Responsible for introducing process to improve first time fix, thus decreasing customers having to repeatedly returning. • Set up ten sites with Real Time Communicate to help up selling, this included working with manufacture to set program. • Obtaining VHC accreditation • Streamline the service plan matrix to reduce the complexity in the selling process. • Reduce the expense within the department to match national averages. • Bring department in line with national averages for KPI’S Robert Davies D.O.B: 11 December 1959 Telephone: 02920 211308 Mobile: 07709401512 Address: 36 Tyr-Y-Sarn Rd, Rumney, Cardiff, CF3 3BD
- 2. • Increase direct profit year on year 2006-2010 –Vauxhall Drive, Bristol –Service Manager • Responsible for introducing process to improve first time fix, thus decreasing customers having to repeatedly returning to have work completed. • Set up ten sites with Real Time Communicate to help up selling, this included working with manufacture to set program. • Write training program for RTC, Carry out training session across the ten site for General Managers, Service Managers, Service Advisor, Technicians and Accountants • Streamline the service plan matrix to reduce the complexity in the selling process. • Reduce the expense within the department to match national averages. • Bring department in line with national averages for KPI’S • Pilot for the group Vauxhall’s own direct mailing program • Increase direct profit year on year 2003-2006 – Cardiff Volkswagen – After Sales Manager – Quality Care Manager • Established, implemented and maintained an effective Quality Management System throughout the company. • I regularly reported to the management team on the performance of the management system and when necessary have identified opportunities for positive improvement. • Promote an awareness of quality across all areas of the company and maintain high customer satisfaction throughout a number of departments. • I have successfully organised and provided induction tutorials to all new staff outlining Volkswagen’s philosophy and structure of quality and care towards their customers. Furthermore, introducing new manufacturing standards to each department. • Effectively dealt with customer’s request and queries, ensuring total customer satisfaction. • To ensure the retailer achieved industry-leading standards, process efficiency and cost effectiveness. • I have complied job descriptions and contracts for the business. • Implemented training, following agreement from the manufacturer. • Implementing quality and audit programs and monitoring and evaluating programs for departments. • Successfully completed five audits that have all been past to a high standard, including one holding the lowest score of partial passes in the UK. • I held the responsibility for over-seeing the building of two dealerships (Cardiff and Newport Volkswagen) and purchasing the interior fitment for both dealership’s Service and Sales Departments. • I recruited staff for the Service and Parts Departments for both Cardiff and Newport dealerships. • I was responsible for setting-up and organising stock levels for all of the above stated departments and also implementing the processes and procedures for the staff to follow. • Facilitated training sessions for members of staff who had no prior knowledge in the use of the DMS System. • I organised training requirement reviews for individual members of staff and where appropriate, I initiated relevant training programs for those individuals. • I managed review budgets with the Financial Managing Director and performed monthly reviews of the accounts in-line with the financial guidelines. • I successfully organsied meetings with contractors to supply service to all departments and agree terms and conditions for the period of the contract.
- 3. 2002 – 2003 – Renault, UK - Service Manager • Complete operational control of the department was regained following my appointment and I maintained profitability throughout the department whilst implementing changes of process. 1999 – 2002 – Northfield Volkswagen – After-Sales Manager • I had complete responsibility for the running the after-sales operations and was responsible for setting-up Volkswagen Retail Experience, which allowed customers to experience a more enjoyable visit. • I set budget plans for the department, ensuring optimum productivity, whilst ensuring and maintaining a high level of customer satisfaction, a primary objective to uphold. 1997 – 2006 – LEX Volvo, Bristol & Weston – After Sales Manager • Responsible for the running the after-sales department and annual financial budgets. • I was committed to improving and maintaining positive customer relations, whilst effectively monitoring workshop control and discipline throughout. • Experienced in workshop warranty control, repairs and renewals of motor vehicles. • I managed and supervised more than 30 staff (Bristol and Weston dealerships) on a regularly basis whilst also liaising and consulting with senior management relating to productivity. • Throughout I demonstrated diplomatic skills with an ability to achieve positive outcomes. 2005 – 2006 – LEX Peugeot, Bristol – After Sales Manager • Ensured the maximum profitability was produced alongside maintaining a high level of customer satisfaction. • Responsible for 64 members of staff, supporting them as a team throughout the department. 2004 – 2005 – LEX Rover, Seat, LDV, Newport – Development Manager for After Sales • Service Sales & Marketing – Targeting potential customers and maintaining regular contact with important service and bodyshop customers. • Service Operations – ensuring the dealership’s qualities and standards are fully maintained • Cost control - maintaining control over expenses and overheads, implementing regular audits. 1976 – 2004 – James & Emanuel Volvo, Newport & Cardiff – Service Manager • Service Manager • Assistant Service Manager • Foreman Fitter Apprentice Personal Details & Interest • Married for 33 years with two daughters • I take on an active interest in physical fitness • I enjoy golf, playing regularly in competitions • I take on home DIY and gardening References