RICK L.

WAITES
510 ASH STREET, BOULDER CITY, NEVADA 89005

CELL# 1-360-441-3622, E-MAIL – UNLVFAN76@YAHOO.COM

Dear Hiring Executive,

Please accept this letter and enclosed resume as application for a position with your
company.

I offer extensive knowledge in Fixed and Variable Operations of a franchised Dealership. I

am knowledgeable of the UCS, ADP, Arcona, and Reynolds & Reynolds computer systems. In
addition to the qualifications in the enclosed resume, I would bring the following attributes
to your organization:

** 20 + years experience in Sales, Service and Parts operations, Management and employee

Relations.

** Extensive leadership qualities and knowledge of the automotive industry, with experience

In large metro dealerships.

** Excellent customer service skills with ability to develop strong inter-personnel relations

With co-workers and customers.

** Proven record of trust and loyalty evidenced by increased CSI ratings and letters of

Gratitude from customers.

I would welcome the opportunity to discuss with you how my knowledge and experience
would be a benefit to your organization. You may reach me at (360) 441-3622 or by e-mail:
unlvfan76@yahoo.com for an interview.

Thank you, in advance, for your time and consideration.

Sincerely,

Rick L. Waites
 Objective

Seeking a position within the organization where I can utilize my experience

and contribute to the profitability of the Dealership.

Summary of Qualifications

• Skilled in high –volume work flow with creative problem resolution

capabilities
• Skilled in streamlining procedures for maximized productivity
• Skilled in hiring, training and evaluating personnel
• Administrating programs to increase and maintain high CSI
• Outstanding communication skills – proficiently utilizing inter-personnel
skills in relating to others. Effectively handling difficult situations,
negotiating as well as developing and implementing solutions
• Skilled in effectively solving problems and decision making based upon
facts
• Skilled in effectively planning and organizing
• Skilled as an exceptional supervisor – accurately performing record
keeping, scheduling, inventory controls, and related duties to ensure
more productive operations
• Team developer and active participant
• Capable of evaluating financial statements for entire dealership

Work Experience

General Manager (07/08 – 11/09)

Clay Management, Vice President, Automotive Division (10/06 –

07/08)

Pioneer Ford, Lynden, Washington

This dealership was my client for 5 months prior to my employment. After

the successes of the programs I introduced, the owners offered me a position
as in-house consultant and to assist them in purchasing additional
dealerships. After 2 years, they offered me the position as General Manager
as the economy has prohibited purchasing additional franchises.

• Implemented management training

• Implemented expense cutting processes
 • Hired trained, professional employees in key positions to expedite
profitability
• Established weekly management meeting with agenda to ensure viable
topics were discussed and concerns were addressed
• Implemented service drive processes – write-up, walkarounds,
inspections, up selling, customer call backs, phone and selling skills
developed, and customer follow-up
• Implemented sales processes – Joe Verde sales processes taught and
followed
• Using proper accounting processes, re-established the financial
statement as an accurate snapshot of the dealership’s financial status
• Contracted ADMI to work with the Parts Manager and manage the parts
inventory
• Written OSHA accepted programs for the entire dealership
• Meet daily with every Department Manager – discussing budgets,
expenses and all other challenges they may be addressing
• Built an excellent rapport with Bank – checking and flooring
• Overseeing the operation and financial status of the Dealership

Consultant (11/05 – 10/06)

Solutions on Service, LLC - Utah, California, Idaho, Washington, Montana,

Oregon, Missouri, Wyoming

Employed to consult dealership owners and managers in the Fixed

Operations of their dealerships. As a Consultant, the following were my
responsibilities: `

• Evaluate the financial statement – parts, service and body shop

• Evaluate the personnel and processes in use
• Hold training seminars and individually as needed for Service
Managers and Advisors
• Assist in the hiring of new personnel
• Install computer programs to assist in daily tracking of personnel’s’
performance in all areas – HPRO, ELR, Gross profit, missed sales, etc
• Implement all SOS processes to ensure profitability in all departments
– set goals and benchmarks for each department
• Traveled and visited dealerships in Utah, California, Idaho, Washington,
Montana, Oregon, Missouri, and Wyoming
• Established pay plans
 • Met with each owner upon arrival with targeted areas for improvement
and prior to departure with a written progress report ensuring the visit
was successful

Service Manager (10/04 – 11/05)

Middlekauf Ford, Twin Falls, Idaho

Overseeing the daily operation of the service department, training of all

service department personnel, managing expenses, developing and
implementing policies and procedures to improve work flow and profitability;
implementing processes to achieve and maintain high CSI

• Worked with Fixed Operations Manager to improve processes

• Trained Service Advisors
• Eliminated excessive policy write-offs
• Implemented service write-up walkarounds, inspections, call back and
up sell processes
• Assisted with interviewing and hiring service personnel
• Re-located service drive in main building for better work flow
• Assumed the duties of Fixed Operations Manager when he left the
employ of the dealership – no title or pay change
• Worked closely with Ford factory personnel to ensure improved
relations with Ford
• Established training bonuses for reaching the different levels of Ford
and ASE training
• Worked in the community to build better image and improve customer
loyalty

Fixed Operations Manager (4/04 – 10/04)

Franklin Pontiac, Buick, GMC, Franklin, Tennessee

I was employed by Thompson Consulting and went to Franklin for 6 months

to work with a GM minority dealer. The previous service and parts managers
had been promoted and given no training in their management positions.

• Evaluated the financial statement and found lack of processes

hindered profitability
• Implemented service drive processes and Service Advisor training
• Part of Service Advisor training was selling skills “asking for the sale”
• Implemented a daily tracking program
• Implemented weekly service and parts meetings with all personnel
 • Built rapport with GM factory Rep and factory
• Met with owner daily to discuss our progress
• Trained Warranty Administrator - established goals and benchmarks
• Oversaw Parts and Service Department’s daily operation

Interim General Manager/Interim Service Manager – Lithia Corporate

Team (10/03 – 2/04)

Lithia Motors Corp – Chevrolet Cadillac of Fairbanks, Alaska

Sent to newly purchased dealership to set up service department, monitor

operation of service department, monitor expenses and income, train all
service personnel, hire and fire service and detail personnel, send weekly
and month end reports to Medford, Oregon; would spend 2 to 3 weeks at a
time in Fairbanks then fly home to Twin Falls

• Went from monthly loss of $35,000 to $22,000 profit in December, 04

• Technician training standards went from 28% trained to 59% in 3
months
• Established work flow processes
• Established training program for Service Advisors including selling
skills
• Cleaned up warranty schedule from $80,000 owed to $15,000 current
by training the warranty administrator and building rapport with GM
factory Rep
• Left Lithia’s employ – wanted me to move my family to Fairbanks,
Alaska

Service Manager (06/03 – 10/03)

Chevrolet Cadillac of Twin Falls, Idaho – (Lithia Motors)

Overseeing the daily operation of service department, training all service

personnel, managing expenses, implementing Lithia’s selling processes and
policies, working with parts, body shop and sales departments to ensure
excellent work flow, implemented processes to achieve and maintain higher
CSI

• Implemented Lithia’s selling systems, established up sell programs for

Technicians and Advisors
• Improved CSI
• Improved gross profit
 • Trained my replacement and accepted advancement with Lithia
Corporate

Service Manager (12/00 – 6/03)

Cole Chevrolet, Pocatello, Idaho

Overseeing the daily operation of service department, training all service

personnel, managing expenses, developed and implemented policies and
procedures to ensure excellent work flow and profitability, implemented
processes to achieve and maintain high CSI.

• Went from $138,000 loss in 2000 to break –even the first year (2001)
• CSI went from 38% top box to 78% top box
• Technician training went from 58% trained to 83%

Used Car Service Manager (08/98 – 11/00)

Gaudin Ford, Las Vegas, Nevada

Overseeing the daily operation of the used car service department,

managing expenses, developed procedures for determining vehicles to
recondition and how much to spend to maintain the department’s pre-
determined profit, schedule customers for we owe repairs, trained
department personnel. Worked closely with Used Car Manager.

• Went from selling 190 to 210 used vehicles monthly to 310 to 320
• Cut expenses by 1/3
• Increased profits by 25%
• Oversaw training standards – ASE Certifications
• Updated equipment and safety standards
• Developed expense controls and enforced accountability by employees

Service Manager (02/96 – 8/98)

Pat Clark Pontiac, GMC, Las Vegas, Nevada

Overseeing the daily operation of service department, training all service

personnel, managing expenses, hiring and evaluating service personnel, re-
vamping policies and procedures to ensure profitability, improved
productivity of service advisors and technicians

• Improved efficiency of service advisors and technicians

• Increased CSI
 • GM training standards were met
• Developed service department handbook
• Increased gross profit in Fixed Operations

Assistant Service Manager (09/94 – 2/96)

Wilden’s Pride Dodge, Las Vegas, Nevada

Overseeing the service drive and 4 service advisors, maintained excellent

work flow of customers and vehicles, scheduled training for service advisors
and technicians, assisted service manager with customer concerns and
departmental planning

• Increased service drive productivity

• Decreased customer concerns, improved CSI
• Increased service drive and department profitability

Assistant Service Manager/Service Advisor (04/92 – 12/94)

Courtesy Pontiac, Oldsmobile, Saab, Isuzu, Suzuki, Kia, Las Vegas, Nevada

Assisted service manager with overseeing service drive and shop, assisted
with customer concerns and developed procedures for the service drive

• Assisted in improving profitability in service department

• Assisted in improving CSI and maintaining the higher level
• Assisted other service advisors with their duties and customers

Service Advisor (07/91 – 04/92)

Fletcher Jones Chevrolet, Las Vegas, Nevada

Scheduled customers with appointments, sold recommended maintenance

and services, maintained high CSI, assisted driving higher profits to the
service department

• For 2 years in a row, maintained the highest CSI in the service

department (one of 10 service advisors)

Coursework
2007 Joe Verde Sales Training

Seattle, Washington

2007 NADA Training

Seattle, Washington

2005 Reynolds & Reynolds Training

Web Courses

2003 ADP Training/ Management Training

Medford, Oregon

2003 Mark of Excellence, General Motors

Certified Service Manager

2002 - 2005 Mark of Excellence, General Motors

Certified Service Manager

1985 – 2003 General Motors Training Courses

Burbank, California

1996 – 1998 University of Automotive Management – General

Motors

Burbank, California ---- Service Manager

Courses
1991 – 1996 University of Automotive Management – General
Motors

Burbank, California ---- Service Consultant

Courses

1985 Las Vegas School of Real Estate

Las Vegas, Nevada ---- Nevada Real Estate

License Courses

1985 University of Nevada, Las Vegas

Las Vegas, Nevada ---- Nevada Real Estate Law

Course

---- Business
Management

1968 – 1972 U.S. Navy ---- Honorable Discharge

Licenses and Certifications

• General Manager courses ---- NADA, General Motors, Ford

• Service Manager courses ---- NADA, General Motors, Ford
• Sales Consultant courses ---- NADA, Joe Verde Training, General
Motors, Ford
• Finance Manager Courses ---- NADA, Sandy Corporation, Several Bank
and Credit Union Seminars
• Trained on UCS, Reynolds & Reynolds, ADP, Arcona computer systems
• Business Management courses -- University of Nevada, Las Vegas

Professional References

Professional and personal references available upon request

Community Involvement

• Pioneer Lynden Museum – Member of Endowment Fund Committee

• Lynden Masonic Lodge #56 – Senior Warden Elect and Master Mason
• York Rite – Member of the Order of Knights Templar
• Past President of General Motors Service & Parts Managers Club
• Past President of Nevada Jaycees, JCI Senator, Jaycee Ambassador
• Past President of several local Jaycee Chapters in Nevada
• Past Member of the Board of Directors of the United States Jaycees
• Past Member of the Board of Directors for the PGA Golf Tournament in
Las Vegas
• Past Member of the Las Vegas Board of Directors for MDA and Easter
Seals
• Active Member of the St. Joseph Catholic Church, Lynden, Washington
• Active Member of the Washington State University Alumni Association
• Active Member of the University of Nevada, Las Vegas Alumni
Association
• Active Member of the St. Andrews Catholic Church, Boulder City,
Nevada