Chris Mark Email & Phone Number

Lewes, De, Us

• Perform dealership evaluations to identifying process inefficiencies for sales, F&I, and service.• Identify profit loss opportunities in sales and service and tie in process implementation to address short comings. • Working with dealer leadership team to identify gaps in the customer experience by looking at survey data to identify trends.• Working shoulder to shoulder with sales and service staff to create an exceptional customer experience.

After opening two new locations, I am currently leading 45 professionals across both dealerships while identifying sites to further expand the operation. My team provides quality customer service while handling an average of 250 semi-truck orders per month, serving both large fleet customers and individual owners/operators. Since 2022, I have worked with several local stakeholders to increase brand awareness and business volume by sponsoring community events. I also partner with department managers to lead sales calls and business development efforts, winning new customers while cultivating opportunities across the region.

During this time, I managed 33+ team members in carrying out an average of 1000+ orders per month for two busy dealerships, ensuring quality output ranging from general maintenance to complex body shop repairs. I excelled in eliminating process inefficiencies by implementing new procedures to increase associate engagement, department profitability, and customer satisfaction. My contributions include:> Improved Hyundai’s Customer Service Index (CSI) score by 40 points. > Captured 20% profitability gains for Ford and 25% for Hyundai.> Increased the hours-per-repair-order (RO) from 1.7 to 2.5. > Coached associates on capturing an 8% gain in customer retention rates.

During this time, I managed the parts and service operation of a Subaru dealership, scheduling and directing the workflow of 21 professionals completing an average of 230 orders per month. As part of this effort, I assessed and identified key positions to drive positive change in the department and staffed critical areas within 60 days of assuming leadership. As a result, I enhanced team culture, employee engagement, and team performance. Highlights include: > Reduced waste in the vehicle repair process, leading to a 50% decline in internal policy spending.> Introduced and trained team members on a structured dispatch system to lift shop efficiency from 87% to 101%. > Slashed the warranty error rate from 16% to 7% and decreased debts from 4% to 0%.> Elevated the OLP score by 10% once the plan was implemented.

Newark, De

In this role, I managed 75+ professionals in optimizing processes and efficiencies across two production lines, including adopting Lean manufacturing principles to enable teams to achieve production goals at fluctuating demand rates. My accomplishments include: > Planned and managed a two-shift production schedule, leading teams in reconditioning 110 to 150 cars per week.> Led Lean manufacturing initiatives, such as Kanban, Kaizen, Kata, and Gemba projects, to create a Just-in-Time (JIT) production environment and significantly reduce waste for the organization. > Identified high-potentials and mentored 15 employees in earning supervisory/management promotions.

Associate’S Degree, Automotive Technology/Service Management/High Performance Powertrain/Chassis Fabrication

Learned the theory on setting up your own shop, record keeping, OHSA standards and regulations, service writing, job costing, pricing.

Bachelor'S Degree, Business Administration, Management And Operations