As parts and service director for this dealership with more than 100 employees, I am responsible for improving customer service and retention, increasing shop productivity while improving quality of service, and reaching the monthly revenue goals, which thus far we are exceeding. Since arriving, I have identified several areas of process improvement, including reducing loaner car rental periods by faster service performance. In this position, I provide hands-on leadership for all day-to-day operations of high volume mechanical service organization, with emphasis on exceptional service at a fair price. I strive to build sales and customer satisfaction through a relationship-building approach, quality service, and identification of/attention to clients’ needs. Among others, I recruit, hire and train employees, I design and implement service policies and schedules to balance shop output and profitability; I evaluate technicians and the service department as a whole; and I coordinate efforts with the parts department to ensure proper stock on hand for service and reduction in parts inventory/costs.

Six Sigma Green Belt-certified, I consult to help clients improve areas of concern with a focus on strategic planning and the delivery of results through successful implementation. Using the Six Sigma quality methodology, we consistently improve quality while increasing production, reducing costs, and increasing sales. Over the course of my work in this area, I have help improve customer satisfaction, increase profit margins, reach shorter cycle times and reduced costs.

As assistant service manager for this luxury dealership I was responsible for customer relationship management and revenue growth. In this capacity, I oversaw daily operations within the service department; formulated and implemented strategic sales promotion plans; enhanced the external company profile and improved market awareness. I also identified inefficiencies and made recommendations for process improvements to increase the accuracy and responsiveness of the customer service department.

As leader of the services operation of this luxury car dealership, I was responsible for the oversight of daily operations within the service department, including driving revenue growth and building and managing customer relationships. During my first year there, I drove revenue to $1M by spearheading and managing the development of service programs for seven luxury vehicle lines: Audi, Porsche, Jaguar, Aston Martin, Maserati, Ferrari, and McLaren. In this important management position, I increased overall profitability by 20% and improved production efficiency for operations by 25% by creating, implementing and managing a diverse range of strategic processes improvements. Also, I: • Recruited, interviewed, hired, trained and mentored multiple employees and developed compensation plans in an effort to retain top technician and service advisor talent and boost performance; • Designed and led service policies and schedules to increase shop efficiency, output and ultimate profitability;• Worked collaboratively with the parts department to ensure proper inventory on hand for services needed; • Increased technician ASE certifications by 75% masters while simultaneously maintaining O.E.M training; • Increased the overall CSI score and fixed right the first time score in all seven lines; • Created detailed daily, weekly and monthly reports for executive management, service managers, and team leaders.

As services director here, I oversaw direct service operations while simultaneously managing personnel, increasing sales growth, and improving customer service and business development.Overall, in this capacity I: • Increased profits by 30% and reduced expenses by 60% in less than one year of management and P&L oversight;• Created business plans, developed budgets and designed strategies that increased revenue generation and customers;• Served as a key member in increasing customer satisfaction levels and developing highly effective operational procedures that led to improved levels of client retention and referrals; • Created and implemented policies and procedures that greatly improved service and fleet service operations.

• Strategically directed service operations within a busy auto dealership that handled high revenue and high sales.• Managed the service department, led technicians and related personnel, and oversaw customer service. • Played a pivotal role in increasing customer satisfaction levels by developing effective operational procedures.• Boosted the customer service satisfaction rating to 98% and achieved service excellence in two consecutive years. • Leveraged strong leadership abilities to develop innovative teams that worked cooperatively to provide the utmost levels of customer support and while consistently exceeding financial goals and targets. • Skillfully negotiated contracts with rental companies to secure quality vehicles for service customers.

Managed a complex and comprehensive workload with responsibility for daily management of the service department, body shop, fleet service department and quick lube operations. Developed business plans, formulated budgets and created strategies for increased revenue generation and augmented the customer base. Achieved 50% improvements in profitability and 90% reduction in expenses within one year of managementand P& L responsibility. Collaborated closely with the Service and Parts teams to ensure high levels of cohesion, flexibility and cooperation, improving overall service and customer satisfaction levels. Developed and established policies and procedures for improved service and fleet service operations. Served as primary liaison to a vast customer base and provided high levels of personal attention and service, resolving problems and inquiries swiftly to prevent escalation and customer dissatisfaction. Managed human resources activities including recruitment and hiring, training and development, administration of the grievance and disciplinary policy and employee terminations. Provided comprehensive on-the-job training and direction to 60 staff members and fostered a team atmosphere through improved communication and motivation. Achieved a 170% increase in productivity and technician utilization in a union controlled environment. Developed strong professional relationships and conducted successful negotiations with vendors, fleet companies and insurance companies. Performed monthly warranty analysis in compliance with manufacturer policies and company policy.

Oversaw daily operations within the service and parts department with responsibility for customer relationship management and revenue growth. Formulated and implemented strategic sales promotion plans, enhanced the external company profile and improved market awareness. Developed mailers and promotional materials to create awareness of service offerings to existing and potential clients, generating new business and revenue growth. Developed extensive advertising campaigns utilizing radio, TV and individual sales events to enhance company profile and generate increased sales and revenue. Responsible for all aspects of inventory management and ensured high levels of accuracy and compliance, maintaining optimum inventory levels consistently. Developed a dedicated vendor base, successfully negotiating to procure cost-effective parts. Coordinated the hire, recruitment and orientation of staff, providing direct supervision and mentoring in the execution of daily roles and responsibilities.

Developed business plans, created strategies and established goals in the identification and acquisition of customers, consistently meeting or exceeding monthly sales quotas. Responsible for delivering consistent sales increases and utilized strong marketing abilities to effectively promote products to a vast client base. Managed daily operations with responsibility for opening and closing the store, daily financial audits, cash office duties, reconciliation and deposits among others. Performed regular physical inventory audits of the parts department and developed strict principles for the management of obsolete parts. Responsible for the hire, training and development of team members, establishing a high performance staff, and a team based work atmosphere that promoted enhanced customer service.