14409 North Bolivar Dr. * Sun City Az. 85351

TELEPHONE 602-821-5575 * EMAIL DF712@H OTMAIL . COM

DALE E. FLETCHER AUTOMOTIVE INDUSTRY EXPERIENCE FIXED OPERATIONS MANAGEMENT D&D Motors, Cumberland, MD July 2010 October 2015Preparing an annual operating budget, goals and objectives for each department and monitoring the departments’ performance. Directing the hiring and training of managers for the service, parts and body departments Managed growth of business that has grown fivefold in five years and is currently selling 70-80 cars/month. One of the most productive and profitable dealerships in our Twenty Group. Implemented computerization for all departments SERVICE DEPARTMENT EXPERIENCE Patriot Chrysler Dodge & Jeep, Oakland, MD Service Department Manager, September 2009 June 2010 Jenkins Chrysler Dodge & Jeep, Keyser, WV Service Department Manager, April 2008 September 2009 Timbrook Nissan, Cumberland, MD

Service Department Manager, December 2003 – July 2005 Timbrook Pontiac Cadillac Nissan, Cumberland, MD

Service Advisor, December 2002 – December 2003 Cumberland Valley Motors, Cumberland, MD

Service Department Manager, August 1980 – July 1982 Hersons Automotive Group, Rockville, MD

Customer Relations Manager, June 1978 – August 1980 Capital Porsche Audi, College Park, MD

Service Technician, June 1977 – June 1978 Service Advisor, June 1977 – June 1978

Completely responsible for the conception, development, implementation and maintenance of a full service, resultsdriven department successfully designed to meet the highest customer satisfaction index scores. Assumed total responsibility for all supervisory and management activities.

Instrumental in all phases of recruitment, personnel management and professional development for department employees, including warranty administrator, service advisors, and technicians. Analyzed service advisor productivity and technician

utilization. Identified training priorities and objectives, and developed curricular programs for all department employees. Monitored employee professional development, provided coaching, and created teambuilding exercises. Performed both intra and interdepartmental mediation and conflict resolution activities. Ensured strict compliance with all safety regulations. Initiated and maintained dealer manufacturer relationships. Responsible for all phases of warranty claim life cycle. Built and maintained service department and parts department associations. Analyzed facility utilization, market share and worksinprogress. Evaluated advertising and marketing data, and participated in strategizing sessions. Provided detailed weekly documentary reports to dealer principal. Attended continuing professional development symposia, conferences and training seminars. Utilized Reynolds&Reynolds computer databases. Fullline Nissan Certified Service Manager.

` Served as company representative and primary liaison between customers and service

technicians in highvolume automotive service department.

Provided full customer relations activities, from intake through resolution, including: initial diagnostics; preparation and provision of repair estimates; communicating detailed, understandable explanations and diagrammatics of complex, technical diagnoses and repair recommendations to a nonindustryoriented customer base; ensuring followup on customer concerns and guaranteeing satisfactory resolutions; and providing followthrough on special orders. Maintained CSI scores and achieved company record in effective labor rates.

2 Interspec, Cumberland, MD Owner/General Manager, July 1982 – December 2002

Exercised a full range of entrepreneurial skills and activities in planning, designing, executing and maintaining a successful elite automotive import service facility, in response to detailed analysis of marketing trends, and providing engine and technical repairs and maintenance, fullservice body work and restoration, and used automotive service and sales.

Recruited, trained, supervised and evaluated employees, including significant hands-on education in emerging automotive technologies and innovative body parameters. Ensured highest safety precautions for employees. Performed full complement of body work, including complete restoration and collision repair, on diverse range of sophisticated imported automobiles. Diagnosed

and performed mechanical and technical repairs on a unique variety of engine configurations, including mastery of cutting edge technologies. Performed AC fault diagnoses. Initiated and cultivated relationships with parts manufacturers and suppliers. Maintained costeffective inventory control. Maximized profitability through efficient purchase and management of used vehicle inventory. Solely responsible for the development and implementation all marketing, advertising and promotional plans. Articulated detailed, complex technical information, including schematics, to an exacting clientele, ensuring customer satisfaction and successfully building an expanding client base. Provided vehicle acquisition and advisement services to selected customers.

Conducted full oversight of all aspects of service department activities, including monitoring service advisor productivity, technician and facilities utilization, advertising and marketing, and safety compliance. Ensured customer satisfaction from intake through resolution. Provided mediation and dispute resolution services to ensure customer satisfaction. Conducted investigative research and identified problems and procedures resulting in client dissatisfaction, provided detailed reports on findings, and implemented effective solutions.

3

Provide comprehensive mechanical and technical repair and general service on Jaguar, MG and Triumph vehicles.

Responsible for comprehensive range of client service activities, from initial consultation through resolution, including: diagnostics; preparation, provision and detailed explanation of repair estimates and procedures; customer recommendations; and follow through on special orders.

CONTINUING PROFESSIONAL DEVELOPMENT, EDUCATION AND TRAINING

CHRYSLER CERTIFIED FIVE STAR SERVICE MANAGER Jaguar Rover Triumph Service Advisor Training

Saab Scania Service Advisor Training Porsche Audi Service Advisor Training Porsche Audi Service Manager Training Volkswagen of America Service Department Improvement Nissan North America Service Managers Training Nissan North America Service Department Improvement MNI Parts Inventory Management 21 Laws of Leadership

ADDITIONAL EMPLOYMENT EXPERIENCE Independent Contractor/Home Remodeling & Renovations, Cumberland, MD SelfEmployed, April 2004 – Present

Provide full range of exterior and interior contracting services to clients, including electrical, heating, plumbing, air conditioning, kitchen and bathroom renovation, carpeting and tiling, roofing, windows, painting and construction. Purchase and rehabilitate houses for resale.

COMMUNITY SERVICE

National Road Rally Cumberland, MD Played strategic role in restoring historic autocross, rally, sports care racing and vintage car show tradition to Allegany County in 2001. Participated in concept development, historic research, marketing and promotional activities, website development, and event management.

EDUCATION

Allegany College, Cumberland, MD Auto Tech Concentration

Frostburg State University, Frostburg, MD General Studies