- 1 Todd A. Crummel, Mr. 951 Cadillac Dr. Muskegon, MI 49445 (231) 750-6500 (231) 744-3097 tc125b3fa@westpost.

net OBJECTIVE My goal is to obtain a management position with a company where I can put to use my 26 years of experience working as a Service Manager or Service Advisor. I believe my level o f professionalism and exceptional customer service skills will be a benefit to my future employer and my desire to succeed will prove to benefit the organization and the fellow employees alike. I have re ceived many awards for high standards of customer satisfaction from Ford Motor Company, Chrysler and Ch evrolet and have received several letters of gratitude from Customers for excellent customer serv ice. QUALIFICATIONS * Master Certified Service Manager 7 years from Ford Motor Company 2003 to 2010. * Winner of the "Challenge Cup" for highest Customer Satisfaction Scores in Regi on for 2008 from Ford Motor Company. * Member of Medallion Elite Gold Club for 2006 from Ford Motor Company for highe st customer satisfaction scores and service department profitability in top 1 percent of all Ford and Lincoln Mercury Dealers in nation. * Received awards for 2004 and 2005 for highest CSI and also first appointment r etained scores for highest service retention in zone. * Very knowledgeable of all aspects of automobiles and services including estima ting and selling of needed repairs and maintenance. Have several years of experience training others in methods of customer service and proper selling techniques. * Basic working knowledge of electrical and wiring, plumbing, hardware and build ing supplies. Have performed most home construction tasks like siding and trim work, windows, roofi ng, insulation, masonary, flooring, deck and wood frame construction. Some experience with lands caping and irrigation. SKILLS AND ABILITIES 26 years total experience in service departments of auto dealers. 1 year auto me chanics vocational training. 3 years college experience with some business training. Managed staff from 4 people to 12 people. 10 years on job from 2000 to 2010 with no missed days for sickness. Home improvement skills and home construction. Posess and skilled with most all power tools and h and tools. Many years experience with woodworking tools, saws, drills and lathes. Operator of forklift , tractor and small to medium equipement. Excellent driving record with no accidents or tickets for sev eral years. management * Hired and trained employees for auto repair, quick lube, auto detailer, custom

er service advisor and building maintenance staff. * Managed busy service department with very little turnover for 7 years and comp leted all tasks for service aisle for over 2 years without assistance. - 2 EMPLOYMENT HISTORY Service Manager, 10/2003 - 11/2010 Fox Lincoln Mercury, Holland, MI Service Manager of Auto Dealership. Hired and trained Service Advisors, Technici ans, quick lube Techs, Detailers and building maintenance staff. Processed repair orders, auto repair e stimates and labor sales, warranty data entry and processing. Established Customer Service standards and t racked and provided reports of CSI. Calculated and submitted payroll records and performed tasks as dealership systems administrator for ADP and Ford Motor Company website. I have received several aw ards from Ford Motor Company for highest CSI scores in Zone, Region, and Nation. I possess the "Chall enge Cup" from Ford for 2008 for maintaining the highest CSI in the region for Ford and Lincoln Merc ury Dealers. As of 2004 have received and maintained level of Master Certified Service Manager from Ford Motor Co. Asst Service Manager, 07/2000 - 10/2003 Tony Betten and Sons Lincoln Mercury, Muskegon, MI Processed repair orders, estimated and sold auto service, dispatched repairs to Techs and assisted with payroll records. Scheduled repair work and computer data entry for warranty repairs. Assisted with service department management and detail department. Received many awards f or high customer satisfaction scores from Lincoln Mercury. Master Certified Service Advisor from Ford Motor Co. Asst Service Manager, 02/1998 - 07/2000 Discovery Ford Inc., Whitehall, MI Processed repair orders, auto service estimates and sold repair work, warranty d ata entry and processing. Dispatched repair work to Techs, assisted with service department ma nagement and payroll reports. Maintained high levels of customer satisfaction and achieved level of M aster Certified Service Advisor from Ford Motor Co. EDUCATION Associates Degree - Business/Criminal Justice Muskegon Community College, MI attended 1 year - Business/Criminal Justice Western Michigan University, MI CERTIFICATES / LICENSES Certificate of completion Muskegon Automechanics Vocational, MI HONORS AND ACTIVITIES Awarded with "Challenge Cup" for highest customer satisfaction scores in region from Ford Motor Company for year 2008. Member of "Medallion Elite Gold Club" in 2006 for Highest Customer Satisfaction and also for customer retention and profitability in top 1 percent of nation for all Ford and Lincoln Mercury Dealers. Received several awards and prizes in last 10 years for exceptional cus tomer service. Received

awards from Chrysler and Chevrolet for outstanding customer satisfaction. NOTES / OTHER INFORMATION - 3 I am a very dedicated and hard worker. I have a desire to succeed and have other s around me also become successful. I am usually the first to arrive to work and the last one to leave and remain committed to the cause throughout the day. I take pride in being a good motivator and work very hard to keep people around me focused on tasks and goals. I am a firm believer that you can measure the success of a business by how it is perceived by its customers and also by the attitude of the employees. My motto is happy employees make for happy customers.