Ryan Collins
College Grove
Summary
Results-driven automotive service professional with over 10 years of experience in service management, customer relationship management, and team leadership. Proven track record of optimizing service lane operations, achieving sales targets, and maintaining high customer satisfaction (CSI) scores. Skilled in problem-solving, process improvement, and fostering collaborative team environments to deliver exceptional service quality and operational efficiency.
Overview
20
20
years of professional experience
Work History
Service Lane Manager
Nissan Cool Springs
03.2025 - Current
- Effectively resolved customer concerns through strong communication and interpersonal skills, fostering trust and loyalty.
- Trained and supervised a team of service advisors, enhancing team performance and morale through motivational leadership.
- Managed vehicles flow through the service lane, optimizing scheduling and repair processes to maximize efficiency and minimize turnaround times.
- Ensured high-quality repairs by implementing rigorous quality control measures, reducing comebacks and maintaining service excellence.
- Achieved service department sales targets by driving performance and controlling costs, contributing to overall profitability.
- Maintained compliance with safety regulations, environmental policies, and industry standards, ensuring a safe and compliant work environment.
- Tracked and reported service activity and performance metrics to management, providing actionable insights into operational improvements.
- Leveraged in-depth automotive knowledge to oversee repair orders, warranty processes, and service procedures, ensuring accuracy and efficiency.
- Demonstrated strong problem-solving skills to address service quality issues, customer complaints, and operational delays promptly and effectively.
Service Writer
Walker Chevrolet
06.2021 - 03.2023
- Greeting Customers, cataloguing customer concerns and comments.
- Developing cost estimates while ensuring customers’ needs are fulfilled
- Handle orders, warranty validation & claims coverage including computation of charges, submission, and follow-up.
- Test-driving vehicles to confirm service repairs
- Updated customers through repair process
- Maintained used vehicles for pre delivery inspections
- Worked directly with management in sales to expedite
- Collaborate with managers to swiftly secure approval and expedite the process through the shop, ensuring timely readiness for showcasing on the sales floor
- Worked directly with the service manager to ensure service drive operated at a high standard to maintain a CSI that is above zone.
- Trained all new service advisors to ensure they follow proper procedures that were set up by the service manager
Service Writer
Lincoln of Franklin
03.2021 - 06.2021
- Deliver exceptional customer service by promptly addressing client inquiries and concerns, ensuring satisfaction and fostering long-term relationships.
- Coordinate with technicians and other team members to schedule service appointments efficiently, optimizing workflow and minimizing wait times for customers.
- Accurately assess vehicle issues and provide detailed explanations of recommended repairs or maintenance, empowering customers to make informed decisions.
- Maintain meticulous records of service transactions, ensuring compliance with regulatory standards and facilitating seamless communication between departments.
- Actively promote service offerings and upsell additional products or services to enhance customer experience and drive revenue growth.
Service Writer
Parks GM
03.2020 - 03.2021
- Customer service
- Verify warranty coverage and explain fee structures
- Continuously increase knowledge of dealer services, fees, and repair needs
- Update customer records in system
- Prepare accurate and detailed repair orders that describe customer concerns, known issues and likely causes along with services and repairs required
- Arranged warranty cars
Service Manager
Christian Brothers
01.2020 - 03.2020
- Serve as the primary point of contact for clients, offering knowledgeable guidance and support throughout the service process to ensure their needs are met efficiently and effectively.
- Collaborate closely with service technicians and parts departments to accurately diagnose vehicle issues and recommend appropriate repair solutions, maintaining a focus on quality workmanship and customer satisfaction.
- Manage service appointments and schedules, optimizing workflow to minimize downtime and maximize productivity while prioritizing urgent repairs and maintenance tasks.
- Utilize strong communication skills to convey technical information and service recommendations clearly and concisely to customers, fostering trust and confidence in our repair facility.
- Uphold service standards and procedures, including maintaining accurate service records, adhering to compliance regulations, and consistently delivering exceptional service experiences to uphold our reputation for excellence.
Service Writer
Walker Chevrolet
09.2015 - 01.2020
- Greeting Customers, cataloguing customer concerns and comments.
- Developing cost estimates while ensuring customers’ needs are fulfilled
- Handle orders, warranty validation & claims coverage including computation of charges, submission, and follow-up.
- Test-driving vehicles to confirm service repairs
- Updated customers through repair process
- Maintained used vehicles for pre delivery inspections
- Worked directly with management in sales to expedite
- Collaborate with managers to swiftly secure approval and expedite the process through the shop, ensuring timely readiness for showcasing on the sales floor
- Worked directly with the service manager to ensure service drive operated at a high standard to maintain a CSI that is above zone.
- Trained all new service advisors to ensure they follow proper procedures that were set up by the service manager
Service Writer
Darrell Waltrip Volvo
09.2014 - 10.2015
- Ascertains automotive problems and services by listening to customers’ description of symptoms; clarifying description of problems; conducting inspections, taking test drives, checking vehicle maintenance records, and examining service schedules
- Verifies warranty and service contract coverage by examining records and papers explaining provisions and exclusions
- Develop estimates by costing materials, supplies and labor
- Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
- Maintains automotive records by recording problems and corrective actions planned.
- Updates job knowledge by participating in educational opportunities; reading manufacturers' publications.
Driver
US Food
09.2011 - 10.2015
- Delivers 16,000 pounds per day delivery of food, paper goods and cleaning supplies to clients in industrial kitchens.
- Use XataNet, a Digi Corporation X5 onboard computer, to keep up with driver logs, if XataNet malfunctions also skilled with paper logs
- Stay in constant contact with sales with any and all delivery issues that may occur
- Stays in direct contact with routing department for proper placements of stops, delivery time changes, issues, etc.
Driver
American Paper and Twine
10.2010 - 09.2011
- Delivered all office supplies to clients.
- Updated computer systems of completed stops.
Driver
Coca Cola Consolidated
08.2005 - 09.2011
- Delivered any Coca-Cola family brand products to convenient stores, grocery stores, hospitals and cafeterias.
- Responsible for rotating product and pulling any out of date product to guarantee products’ freshness.
- Responsible for own routing after clients were given for the day.
- Stayed in contact with sales about out of date or ordering problems that occurred throughout the day.
- Responsible for building displays and keeping all point of sale fresh and in date.
Education
High School -
Page High School
01.1997
Skills
Customer relationship management
Automotive service operations
Team leadership and training
Problem-solving and conflict resolution
Warranty administration and claims processing
Automotive diagnostics and repair
Sales growth strategies
Time management and organization
References
References available upon request.
Timeline
Service Lane Manager
Nissan Cool Springs
03.2025 - Current
Service Writer
Walker Chevrolet
06.2021 - 03.2023
Service Writer
Lincoln of Franklin
03.2021 - 06.2021
Service Writer
Parks GM
03.2020 - 03.2021
Service Manager
Christian Brothers
01.2020 - 03.2020
Service Writer
Walker Chevrolet
09.2015 - 01.2020
Service Writer
Darrell Waltrip Volvo
09.2014 - 10.2015
Driver
US Food
09.2011 - 10.2015
Driver
American Paper and Twine
10.2010 - 09.2011
Driver
Coca Cola Consolidated
08.2005 - 09.2011
High School -
Page High School
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