Ray Powell Email & Phone Number

Conway, Ar, Us

Arkansas, United States

United States

• Play a crucial role in training and developing independent dealers to ensure consistent high-quality service delivery and operational performance throughout North America.• Develop and execute comprehensive training programs for staff to enhance technical and customer service skills as well as overall performance.• Collaborate with department managers to identify training needs and design tailored training plans to address skill gaps and drive continuous improvement.• Conduct… Show more • Play a crucial role in training and developing independent dealers to ensure consistent high-quality service delivery and operational performance throughout North America.• Develop and execute comprehensive training programs for staff to enhance technical and customer service skills as well as overall performance.• Collaborate with department managers to identify training needs and design tailored training plans to address skill gaps and drive continuous improvement.• Conduct on-site and virtual training sessions, workshops, and hands-on demonstrations for fixed operations teams.• Design training materials, presentations, and interactive exercises to engage participants and facilitate effective learning.• Used role playing, lectures and simulations to present information in a variety of instructional techniques and formats.• Stay updated on industry trends, technological advancements, and best practices in automotive service and parts operations.• Evaluate training effectiveness through assessments, quizzes, and feedback from participants, and make necessary adjustments to training programs.• Monitor key performance indicators (KPIs) in fixed operations departments and provide coaching and guidance to improve performance and achieve targets.• Assist in the implementation of new processes, procedures, and tools related to fixed operations.• Mentor and provide guidance to junior team members.• Travel to different locations within the organization's network to conduct training sessions as needed.• Key Achievements: o Created and implemented customized training modules for stakeholders optimizing training and efficiency and enhancing skill sets.o Serve as company Training Subject Matter Expert, serving as Go To person for 6 Independent Dealers on goals, KPI’s, and ratio’s, as well as industry guidelines and best practices.o Designed training programs that were utilized to developed multiple employees into leadership positions. Show less

Abbotsford, B.C. Canada

National Fixed Operations Manager (2012 to 2020)• Traveled regularly to 13 national dealerships training existing and new employees on Fraserway RV policy and procedures for parts, service, and rental fleet maintenance.• Educated employees on corporate policy and procedure compliance to facilitated improved operations outcomes.• Developed operating budgets for each store and worked cooperatively with teams to control expenses, eliminate waste, and reduce overhead costs.• Created… Show more National Fixed Operations Manager (2012 to 2020)• Traveled regularly to 13 national dealerships training existing and new employees on Fraserway RV policy and procedures for parts, service, and rental fleet maintenance.• Educated employees on corporate policy and procedure compliance to facilitated improved operations outcomes.• Developed operating budgets for each store and worked cooperatively with teams to control expenses, eliminate waste, and reduce overhead costs.• Created reports and established processes to assist with loss prevention and budget maintenance.• Reviewed financial statements and sales or activity reports to measure productivity and goal achievement.Monitored and maintained consistency in standards, billing, and best practices within the Parts & Service Departments.• Directed Warranty Administration for Service Department for application/receivables.• Key Achievements: o Implemented the integration of a new DMS/CRM system, IDS G2, within both departments, nationally.o Served as Key Contact/Liaison between National Rentals, with a fleet of 2500 units, and the Manufacturing Facility regarding Fleet needs.o Authored Fraserway RV's Fleet Maintenance Manual which was implemented companywide.o Wrote and maintained Process & Procedures Manuals for Parts, Service, and Rentals Maintenance Fleet for all 13 locations.o Implemented Service Selling Menus and created a digital menu board for all dealerships increasing revenues.o Redirected the Company Marketing strategy for Parts and Service, increasing net profits 10%+ annually.o Promoted and trained successor due to proven results, operational expertise, and leadership skills.Fixed Operations Manager (2011 to 2012) Show less

Coquitlam, British Columbia, Canada

• Oversaw the daily operations of the fixed operations department for an RV/automotive dealership and service center. • Supervised service advisors, technicians, and support staff providing daily oversight and ongoing performance development to ensure efficient service operations.• Delegated service schedules, appointments, and workflow to maximize productivity and minimize customer wait times.• Resolved customer service concerns promptly and professionally, providing outstanding… Show more • Oversaw the daily operations of the fixed operations department for an RV/automotive dealership and service center. • Supervised service advisors, technicians, and support staff providing daily oversight and ongoing performance development to ensure efficient service operations.• Delegated service schedules, appointments, and workflow to maximize productivity and minimize customer wait times.• Resolved customer service concerns promptly and professionally, providing outstanding customer service and follow-up.• Ensured compliance with manufacturer and dealership service standards/guidelines.• Oversaw parts inventory management, including ordering, stocking, and tracking.• Collaborated with vendors to negotiate pricing, discounts, and terms for parts orders.• Maintained accurate records of parts sales, inventory levels, and expenses.• Fostered a customer-focused environment by delivering exceptional service experiences.• Handled escalated customer inquiries and complaints, finding satisfactory solutions.• Developed and implemented strategies to enhance customer retention and loyalty.• Recruited, trained and coached a team consisting of service advisors, technicians, and support staff.• Monitored financial performance, including revenue, expenses, and profitability.• Developed and implemented strategies to increase service and parts sales, optimizing revenue streams.• Controlled costs through efficient resource allocation and inventory management.• Analyzed key performance indicators (KPIs) to evaluate departmental performance and identify opportunities for growth.• Collaborated with the general manager and senior leadership to align fixed operations strategies with overall business goals.• Key Achievements: o Created and implemented effective business plans, focusing strategic decisions on long-term objectives to attain goals.o Improved productivity initiatives through implemented process improvements and sales plans. Show less