Managed daily operations and personnel of top rated luxury automotive dealership. Directed and analyzed service operations to improve sales, profitability, and productivity. Director of multidisciplinary teams within service department, coordinating profitable, customer-centered operations. Perform return-on-investment analysis to procure and maintain optimized tool and equipment utilization. Coordinate operations to maintain compliance with all Bureau of Automotive Repair standards and requirements. Mentor front line service sales staff with positive, constructive training and team building. Managed workflow of 13 technicians providing customer pay, warranty, and cross-department service work of automotive repairs and maintenance, exceeding targets for efficiency among flat-rate technicians. Responsible for service department talent acquisition including service advisors, technicians, and support staff. Provided training and technical support for new hire service personnel. Conducted ongoing local market research for competitive analysis of key performance indicators and sales performance including parts price matrices, shop and warranty labor rates, technician and advisor compensation, and marketing opportunities.

Responsible for complete customer experience of Lexus service guests from reception to financial transactions. Consult with each guest personally to establish current needs and concerns, educate guests on factory recommended services and providing hands-on training of emerging automotive technology. Liaison between guests and skilled technicians. Provide guests with opportunities to perform preventive maintenance or repairs based on technicians recommendations. Customer centered focus to facilitate relationship development and management. Genuine listening and critical thinking skills ensure that all my guest's needs, wants, concerns, and standards are exceeded. Maintained a Lexus Elite Customer Satisfaction Index every quarter by providing unmatched customer service. Conduct labor and parts transactions generating $100,000+ total sales per month. Conducted competitor market surveys and analyzed repair orders to petition Lexus to increase warranty labor rates and closed the largest one-time increase in dealership history, generating an estimated $300K additional labor revenue in 2018.

Managed fixed operations for the service department at one of the largest west coast Lexus dealerships. Analyzed service operations to improve sales, profitability, and productivity while maintaining a Lexus branded focus on customer satisfaction. Created daily productivity reports on 30 technicians and analyzed the efficiency of 100+ daily labor sales transactions. Administered weekly payroll and monthly commission payments. Supervised and trained employees and collaborated with cross-functional teams to support smooth department operations across dealership. Created monthly forecasts of revenue trends. Delivered hands-on training on emerging automotive technologies. Conducted statistical and financial analysis and ensured an 84% service department labor profitability rate.

Collaborated with researchers to publish peer-reviewed research projects examining the genetic components of cystic fibrosis and the correlations between tobacco smoke and infant health. Created and maintained a research database.