Brian Keenum Email & Phone Number

Birmingham Area, Alabama

In a working service manager capacity, I am responsible for administration duties including: generating and closing repair orders, billing the appropriate parts/labor/supplies to complete the repairs/installs, manage and maintain parts inventory, follow up on account receivable/payable accounts-including billing and manufacturer warranties, maintain NMEDA/OSHA logs and ensure safety guidelines are followed daily, by all staff members. Receive special order parts and contact clients to schedule a service appointment to complete repair. Review survey reports and resolve any concerns expressed by client. Network with potential clients/service providers to offer our services. Non-administrative duties include: 24-hour, 7 days a week on call service provider-offering instructions by phone or on-site visit (if required) to assist the client, if the mobility equipment fails to operate correctly. Performing preventative maintenance services, perform diagnosis of vehicle/mobility components-relying heavily on my mechanical training to provide prompt and accurate repair estimates. Check in and prepare new and preowned vehicles for retail sales, verifying mobility equipment and the vehicle operate in a safe manner. Coordinate and inspect the reconditioning of the preowned units, including any sublet repairs for minor appearance concerns or vehicle warranty repairs to be performed by manufacturer. Provide excellent customer service to our clients by helping achieve a solution to any concern they may have. Oversee ongoing mobility training for the service department and maintain communication with technical assistance centers and vendors. Focus on the small details of keeping miscellaneous fasteners, tools, equipment, and supplies on hand to prevent unnecessary delays of providing service. Making the world accessible and LOVE IT. January 2014: Achieved 103% productivity, surpassing the company goal (94%) for the first time in this locations' history.

Promptly meet and greet guests upon arrival, identify their concerns, and generate a repair order. Monitor automated dispatch system to keep customers updated on the status of their vehicle throughout the visit. Provide estimates of repairs needs, and overcome any exceptions to price or time estimate. Thoroughly explain parts and labor charges to customer at the time of delivery.

Hoover

This location is considered an example for the rest of the southeast area in many ways. The largest Toyota dealership in the state, and being located in a high traffic area, failure is not an option. Responsible for greeting each guest immediately, overseeing the status of the vehicle throughout the dispatch, diagnosis/repair process, and keep customer updated on status throughout. Provide cost and time estimate to customer once diagnosis was obtained, and properly explain charges to customer at time of delivery.

Provided excellent customer service for warranty and customer pay repairs. Developed a method of dispatch to fairly distribute repair orders to technicians, to ensure promise times were met. Assisted with multiple labor rate increases and participated in decisions concerning "goodwill" warranty repairs.

Birmingham, Alabama Area

*Responsible for turning around a service department that had not been effectively managed in years.*Managed development and layout of new service facility and shop equipment.*Reduced equipment and installation cost by $300,000.00 from original estimate accepted by previous manager. *Developed daily operating procedures to better serve customers in a timely manner. *Produced record gross profits for the original store location.*Improved customer satisfaction index (CSI) scores from the poorest in the nation/area and zone to first in the zone/area and 8th in the nation. *Conducted weekly excel meetings with members of each department to identify and correct insufficiencies in providing excellent service to our customers and better understand the needs of our employees.*Monitored safety and environmental compliance.

Accounting

Education record