Manage client relationships and their vehicle maintenance by accurately assessing and repairing vehicle service needs. Oversee service logistics and provide excellent customer service acting as liaison between different departments.

BMW Service Advisor 2016Managed customer visits and ensured timely delivery and best in class service levels. Provided continuous improvement to high-volume workload in a deadline driven environment. Effectively addressed customer inquiries and built strong client relationships to drive loyalty. • Maintained a Continual Service Improvement (CSI) score of 98.1 with 96.0 benchmark.• Provided 100% client follow-up.• Achieved 4.9 Overall Satisfaction (OSAT) score (above national and regional average). • Implemented process-driven solutions that saved time, money, and overall net earnings results.Mercedes-Benz Service Director 2015–2016Managed Service Department during a management transition. Reversed JD Powers dealership probation period and regained top CSI. Motivated employees and improved associate satisfaction index while maintaining loyal, high-end clients. Improved Certified Emission Reduction (CER) scores above national average by developing process improvements and meeting compliance specifications. Achieved budget and profit goals by reducing wasteful expenses. BMW Service Manager and Advisor 2010–2015Managed service workflow and oversaw performance analysis to create process improvement. • Saved company from $250K loss in AVP manufacturer rebates. • Increased service efficiency to meet an 8-minute goal (down from 18 minutes). • Developed a dispatch shuttle and porter service duties that saved time. • Contributed to growing shop output from $325K to more than $600K in monthly earnings.• Earned top CSI and OSAT scores above the national average and Customer-Pay (CP) of 3.1. • Earned top performer award for exceeding financial goals and business objectives.• Performed and wrote 12-22 Repair Orders (ROs) daily. • Developed a defined and measurable service follow-up process generating a high Effective Labor Rate (ELR) and strict warranty policy adherence.

Repeatedly a top producer in Business-to-Business (B2B) product and service sales of Printers, Multi-Function products (MFPs), copiers, scanners, fax, whiteboards, and document management software. Oversaw website design, development, and strategy to improve Adwords and ecommerce traffic. Managed Customer Relationship Management (CRM) solutions and lead generation processes. Developed strategic direction and produced marketing materials. • Built supplier relationships with Ricoh/Lanier, Panasonic, Kyocera, OKI, Hewlett Packard, and Canon. • Received Employee of the Month Award.

Began working for Ultimate Electronics (Soundtrack at the time) in 1991 as an Installer ranked #1 in the company and top installer in Colorado. promoted to sole Home installer in 1992. Developed home install department rapidly and launched the most successful revenue campaign in Soundtracks history. Quickly promoted again to Home Audio Sales in 1993 and began an aggressive top salesman role through 1997 when I was promoted to Store Manager. Continued successful growth and record revenue through 1999 when I decided to go back to school. In school from 2000 - 2004, Earned 4yr Degree while I explored other career alternatives, Advertising, BMW Auto Sales, Marketing and Website development. recruited back as General Manager at Ultimate Electronics in 2004.