Holly Buchanan
Senoia,GA
Summary
I am currently looking for a fresh new career with an insurance agency where I can use my talents, dedication and expertise in an exciting new environment. I am currently a Service Manager with extensive experience at Allan Vigil Ford Lincoln, providing customer satisfaction and operational efficiency daily. I have a proven track record in training, mentoring teams, dispatching and warranty administration. Skilled in problem-solving, multitasking and situational awareness. I hold 17 Ford certifications, I-Car Certifications and a Class A CDL license.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Service Manager
Allan Vigil Ford Lincoln
09.2014 - Current
- Oversaw the day to day activities of 15 employees. Set work schedules, training and vacations to ensure proper coverage
- Oversaw the daily activities of the BDC/Dispatcher/Warranty administrator- to ensure the work was scheduled properly to avoid a bottle neck in the shop. Verify times and warranty information was accurate and complete
- Led service operations, ensuring high-quality customer experiences and satisfaction.
- Analyzed service metrics, identifying trends to drive strategic decision-making and operational changes.
- Established training programs for new hires, fostering a culture of continuous improvement within the team.
- When advisors were not available I met with customers to discuss service needs and offer available solutions
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Led regular team meetings to communicate objectives, share updates, and upcoming changes to processes
- Hired, trained and supervised team of service staff members to meet business goals.
- Create PO's for vendors in a timely manner
- Contact Insurance Companies for claims involving customer and company owned vehicle damages
- Monitor all surveys and work in progress for the advisors to verify we were receiving payments and quotes were accurate and complete
- Assisted in all forms of Fixed Op's including mystery shops and price changes
Asst Mgr/Collision Estimator/Production Supervisor
Allan Vigil Ford Lincoln Collision Center
11.2011 - 09.2014
- Managed inventory control systems, optimizing stock levels and minimizing waste.
- Analyzed repair estimates and managed budget allocations for projects effectively.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Quality control of work leaving the Body Shop going to Paint and then verifying the correct paint color before building the vehicle back up
- Address all paint concerns with the painter and helper such as even coverage, orange peel, runs, trash and fish eyes before the build up
- Dispatch work to techs staying in compliance with the schedule of our DRP Insurance companies
- Flag 12 technicians and for payroll purposes
- Order parts, supplies, paint and equipment to ensure there were no breaks in our ability to conduct service
Body Tech and Painter
R.T. Collision
04.2010 - 11.2011
- Performed structural repairs on vehicles to restore original condition and ensure safety compliance.
- Conducted thorough inspections to identify damage and assess repair needs accurately.
- Utilized welding techniques to repair damaged frames and body panels effectively.
- Repaired body panels, frames and structural components back to factory/OEM standards
- Mixed paint and painted let down/spray out cards for proper paint match on vehicles, verified color, prepped and painted the necessary panels to complete the repair
- Assemble, wet sand and buff the panels after paint to match the factory finish
- Collect payment and deliver the vehicle back to the customer
- Consistently met the goal of 5 repairs per week
Police Officer/Detective
City Of Atlanta Police Department
09.1996 - 05.2009
- Enforced laws and regulations to maintain public order and safety.
- Conducted thorough investigations and collected evidence at crime scenes.
- Collaborated with community organizations to enhance public safety initiatives.
- Trained and mentored new officers in department protocols and procedures.
- Participated in ongoing training opportunities to stay current on best practices, maintaining a high level of expertise
- Displayed sound judgment under pressure when making critical decisions that impact public safety during emergency situations.
- Enhanced public safety by conducting routine patrols and responding to emergency calls promptly.
- Extensive training in high speed vehicle operation, advanced firearms training, hostage/active shooter training, hand to hand combat, DUI/Accident investigation and community orientated policing
- Team leader of the Zones Specialized Enforcement and Lockup Team. We were directed to high stress situations that we could resolve before calling SWAT to the scene
Education
Diploma - Collision Repair
Southern Cresent Technical College
Griffin, GA05-2011
Associate of Science - Criminal Justice
Ga Military College
Atlanta/Milledgeville Ga03-2002
Skills
- I currently hold a Class A CDL license
- 17 Ford Certifications I have certifications in service repair, management, warranty administration and Collision Management
- I-Car Certified
- Customer service, problem solving and situational awareness
- CCC One and Audatex estimating systems
- Dealertrack for a DMS and MyKaarma for appointments, communication and online payments
- Instructor /Trainer, Fork Lift, Security for Dealership Safety
Accomplishments
I have worked in almost every position in the dealership. I enjoy being the person people come to for help. I have been dedicated to every position I have ever had the pleasure to hold and I have been consistently promoted throughout my career path.
Certification
Ford Certifications Include:
Collision Manager Master Certified
Service Advisor Master Certified
Service Manager Master Certified
Maintenance Technician
Instructor/Trainer
Security Operations
Timeline
Service Manager
Allan Vigil Ford Lincoln
09.2014 - Current
Asst Mgr/Collision Estimator/Production Supervisor
Allan Vigil Ford Lincoln Collision Center
11.2011 - 09.2014
Body Tech and Painter
R.T. Collision
04.2010 - 11.2011
Police Officer/Detective
City Of Atlanta Police Department
09.1996 - 05.2009
Diploma - Collision Repair
Southern Cresent Technical College
Associate of Science - Criminal Justice
Ga Military College