David Bernardini Email & Phone Number

United States

Pittsburgh, Pennsylvania, United States

Pittsburgh, Pennsylvania, United States

Monroeville

Service & Parts Process & Training Director / Service BDC Director - Chairperson for Service Lane Transparency Initiative - Business process development, refinement and documentation for key Fixed Operations Department processes - Business process training for all appropriate Service Team Members including classroom and one-on-one training - Development and Implementation of Corporate Service Transparency Processes - Software Systems Implementation and Training for all appropriate Service & Parts Team Members - ADP/CDK, Service Pricing Guide, Tech Workbench, Service Edge Appointments, Lane and Inspect - Routine auditing of, and reporting on, process and software utilization activities in each store, as well as recommending and implementing corrective actions where necessary - Performing business process orientations for all new Service Team Members including Service Directors, Service Advisors, and Technicians - Supporting the launch of newly acquired stores through business process and technology implementation and training - Support the COO and Fixed Operations Director as necessary in: - Preparing presentations for Executive Staff meetings, Advisory Board meetings, State of the Company meetings - Preparing KPI’s for Service management team performance assessments and other assessments - Maintaining current project plans for each key initiative - Supervision and oversight of the Service Business Development Center - As needed, perform Service Manager Coverage in dealerships performing all duties associated with running operations

Responsible for management of Cochran’s Service Business Development Center - Grew department staffing from 5 to 12 through multiple acquisitions - Recruited and trained all new staff of Business Development Reps / created a winning team of professionals passionate about their work - Handled all internet leads and majority of inbound phone calls for service department appointments - Created outbound call and email campaigns via CRM targeting Inspection Due, 1st Service, Outstanding Special Order Part, and Recall Due customers - Maintained 90%+ show rate for over 3 years - Developed word tracks and best practices to ensure customer satisfaction and departmental efficiency - Traveled to service departments to train new team members on Xtime appointment process and grow BDC-Service Lane relationships on a quarterly basis - Coached and trained BDR’s on a daily basis on phone skills, word track utilization and phone performance best practices - Managed all Xtime setups including service lane capacities, pricing, consumer portal and campaigns schedules - Managed reporting, payroll and service lane audits - Handled hiring, firing and disciplining team members - Exceeded company performance expectations on all key metrics - Xtime Certified Service Manager Designation

Responsible for greeting clients, determining services required, and scheduling repairsEstablish and develop professional relationships with clientsRecommend repairs and sell services to meet client's and vehicle's needsDevelop written estimates using Excel spreadsheet templatesField incoming calls and initiate outgoing callsProcess detailed warranty claims while adhering to GM's regulatory guidelinesPerform efficiently in fast paced environment while managing multiple techniciansExceed assigned daily and monthly sales goals and Northeast region's monthly customer satisfaction (CSI) scoresSelected for customer care committee tasked with improving operationsSelected and attended multiple "future leaders" training seminars

Diagnose, maintain, and repair customer's vehicles in an efficient timely mannerOutperformed assigned daily, monthly, and yearly production goalsAchieved General Motors Master Service Technician designationAchieved Automotive Service Excellence (ASE) Master Service Technician designation

General Management Executive Program

B.S, Finance

3.89 GPA magna cum laude

Associates, Applied Sciences