People, Process. People, Process.

I have been acknowledged by senior leaders for my role in managing operations and overseeing the rollout processes at Audi Lubbock and Confidence Ford of Norman.In this role, I played a crucial part in developing the team structure during the ownership change within the West Texas and OKC Metro Areas under the Cavender Auto Family.Among my key achievements, I:- Obtained an 82% parts warranty reimbursement rate from Ford, increasing the prior year’s rate by 30% by increasing our customer pay repair order margins.- Strategically re-aligned the service bay layout, enhancing the accessibility of workspaces for technicians within the dealership. This led to the addition of 14 lifts, which resulted in a remarkable 54% improvement in production space efficiency.- Increased the flat rate hours sold YoY by 19.45% by adding service menus, updating the labor operations and revising the dispatch processes.- Launched a business development center for our Fixed Operations departments, developing a six-person team to help streamline the appointment system and improve customer show rate. Increased sold hours per repair order by pre-selling maintenance services.- Built an appearance center to take in vehicles for window tinting, glass installation, PDR, spray-on bedliner, and vehicle detailing. Developed a ten-person team generating additional sold hours and maintaining all detailing in-house, expanding service offerings to both customers and sales departments.

I led a team of over 50 staff members in two departments, overseeing operations and managing the fixed operations program.My responsibilities included directing advertising efforts, budgeting, and forecasting. I also implemented innovative programs to enhance operational efficiency and continually supported the professional development of the team.Among my key achievements, I:- Transformed organizational culture to promote greater engagement, while capitalizing on service tickets to maintain profitability levels and limit layoffs during the COVID-19 pandemic. - Directed the rollout of COVID safety policies and regulations across all staff, modifying operations and ensuring strict adherence to promote safety and swift incident management. - Emphasized proactive response to customer surveys, prior to submission of Ford surveys, through implementation of Trela360 software. This enabled immediate, proactive response to customer service issues reported at checkout.- Successfully reduced expenses of two departments by $15K monthly through re-evaluating and eliminating unnecessary programs and re-negotiating contract terms. - Overhauled Parts operations, including implementation of RIM, allowing Ford full access to manage inventory, recommending parts, and promoting greater asset management. I also maintained a 97% compliance rating and a 97% loyalty rating.- Was the 2020 winner of the Ford Motor Company President’s Award for maintaining unparalleled customer service.

I oversaw a dedicated internal team of 21 to 25 staff members and collaborated with 7 drivers from a third-party logistics company.My role involved overseeing all aspects of operations, logistics, and sales planning within the business. I managed an extensive inventory worth $1.5M and successfully maintained an impressive 97.2% off-the-shelf fill rate.In addition, I played a key role in achieving significant business milestones, including total sales of $20.6M and a gross profit of $5.7 M at the large-scale dealership.Among my key achievements, I:- Achieved 2nd highest status in company for Net Profit from parts, while additionally securing 4th in Dealer Operating Profit and driving a YOY increase of 5.2% DOP.- Successfully obtained top position in Parts Gross Profit among all Berkshire Hathaway dealers in the Central Region with multi-million dollars in 2019.

Within this position, I directed the advertising, budgeting, and forecasting across the business while overseeing a total of 51 multidisciplinary personnel to manage multi-million dollars of annual fixed operations program as a Fixed Operations Director. Among my key achievements, I:- Substantially increased net profit in 2017 while also reducing expenses by tens of thousands of dollars through streamlined processes.- Led turnaround efforts among personnel, establishing positive working culture and resolving employee retention issues driving the implementation of an open-door policy, daily status meetings, and monthly leadership luncheons.- Was the 2017 winner of the Ford Motor Company President’s Award for Top Performing Dealership in Customer Satisfaction, while additionally securing Parts Department Top Performer Award from 2012 to 2014.

In this role, I directed Parts operations while maintaining a high-value inventory and overseeing a team comprised of 14 Sales personnel, 4 Drivers, and 2 Warehouse staff.

I oversaw 25 multidisciplinary personnel to manage fixed operations on the Parts and Service side for this top performing dealership servicing the Long Island and New York City metro area.Moreover, I directed all advertising, budgeting, and forecasting across the business.Among my key achievements, I:- Increased part sales by 370% and retention rate from 23.9% to 28.8% through outside sales approach during economic downturn of 2008-2011. Increased wholesale parts sales by 250%, and retention rate from 15.7% to 19.3%.- Reduced expenses from 42.4% to 32.5% and improved gross profitability each year by phasing out unnecessary costs.