Analyze dealer operations with a focus on improving customer satisfaction and overall retention of customers and employees. Improvements are achieved through the creation, implementation and consistent use of processes and monitored metrics. Overall dealership analysis of web site, phone system, service layout, customer lounge and processes to evaluate how easy is it to do business with the dealership.Facilitate value selling and word track creation sessions created based on… Show more Analyze dealer operations with a focus on improving customer satisfaction and overall retention of customers and employees. Improvements are achieved through the creation, implementation and consistent use of processes and monitored metrics. Overall dealership analysis of web site, phone system, service layout, customer lounge and processes to evaluate how easy is it to do business with the dealership.Facilitate value selling and word track creation sessions created based on individual dealer web site, service drive and mystery shop analysis. Create and implement effective service BDC operations. Marketing and customer communication evaluation and planning.Create, implement and monitor effect customer feedback systems.Phone system mapping and creation.Retail integration and retail transformation.Hired by JD Power and Assoc to consult with 20 Audi dealers in the Chicago region as part of the Audi Service Coaching Program from Feb to Dec 2014. I worked directly with the AASMs (Area After Sales Managers) to asses dealership processes and through action planning make recommendations to dealership management and associates for improvement. The areas of focus were fixed right the first time, CSI, service capacity, day’s wait and dealer productivity.Facilitate 12 FCA Customer First Award for Excellence Workshops. Facilitate the delivery of power point presentation, lead discussion, create dialog and lead team activities based on best practices and the creation of action plans in the day long session. Dealers must achieve goals in five core "pillars" to earn the Customer First Award for Excellence designation which include: Facility, Customer Processes, Performance Measures, Employee Survey, Training Certification.Present JDPA Sales Rejecter study information to Hyundai dealers in the NY, NJ, MD, VA and Houston Markets. Follow up with 2 days of in dealership consulting.Create Fixed Ops Basics training to Dealer Tire in-house sales staff. Show less

Coaching and developing men and women divers in local HS programs including Matawan/Hackett, Portage Northern, Allegan, Loy Norix, K Central and Western Michigan Diving Association of US Diving.

Substitute facilitation for Marketing courses when regular Professor is unable to attend.

Provide retail based lectures on Customer Satisfaction, Loyalty and Retention.

Manage and support the efforts of 40 automotive dealerships and 7 collision centers in 7 states. Responsibilities include ways to exceed the expectations of the dealerships customers and employees. Supervise the operations of the dealerships and collision centers to ensure they are efficient and profitable and ensure the best relationship possible between the dealership and the manufacture. Curriculum development and facilitation for parts, service, marketing, root cause, value selling and… Show more Manage and support the efforts of 40 automotive dealerships and 7 collision centers in 7 states. Responsibilities include ways to exceed the expectations of the dealerships customers and employees. Supervise the operations of the dealerships and collision centers to ensure they are efficient and profitable and ensure the best relationship possible between the dealership and the manufacture. Curriculum development and facilitation for parts, service, marketing, root cause, value selling and financial specific topics. Results include the increase in customer labor sales and traffic, development of a companywide retention index, increased customer retention, development and presentation of material for the development of employees and control of overall costs at the management company and dealership level. Show less

Manage a group of departments that have responsibility for analyzing current market conditions, various customer, dealer and industry data, business models, retention programs, initiatives and training in addition to influencing factors in order to develop and implement strategic and tactical methods that are supported and accepted company wide which positively impact all areas of retention.

Manage a group of departments with 27 indirect reports and direct managerial reports in five departments: Technical Support, Customer Relations, Technical/Management Training, Parts/Service Field Operations, and Parts/Service Consulting. Serve as liaison with 70 Toyota dealers in CO, WY, NV, UT, AZ, NM; accountable for monthly attainment of goals in labor, parts/accessory sales, customer satisfaction, technical and management training, and dealer parts purchases. Coordinate all customer service… Show more Manage a group of departments with 27 indirect reports and direct managerial reports in five departments: Technical Support, Customer Relations, Technical/Management Training, Parts/Service Field Operations, and Parts/Service Consulting. Serve as liaison with 70 Toyota dealers in CO, WY, NV, UT, AZ, NM; accountable for monthly attainment of goals in labor, parts/accessory sales, customer satisfaction, technical and management training, and dealer parts purchases. Coordinate all customer service activities, incentives, promotions, advertising, and recognition award ceremonies.• Took over a previously vacated position and added a leadership development component. Empowered managers to set performance and career goals, and coached them to achieve their results. Prepared managers for subsequent internal promotions in their chosen career path.• Gained cooperation from competing dealers and orchestrated a successful 160,000-piece per month direct mail advertising campaign that generated as much as four times the average response rates. Significantly increased dealer traffic with new and lost customers, and further boosted response rates with radio support. Launched successfully in Phoenix and rolled out in Salt Lake City, Denver, and Las Vegas with similar results.• Designed reports and computer programs to give field representatives a more strategic approach with dealer contacts. Documentation led to customized action plans that could be tracked, scheduled, and reviewed. Show less

Managed seven District Service and Parts Managers, one operations analyst and an administrative assistant. Supported Toyota parts/accessory sales and customer relations efforts for dealer development, customer relations, technical services and training departments. Assured compliance with service and parts policies. Managed budget and conducted annual performance appraisals.• Designed a composite report to measure and review key operational performance indicators, which became a template… Show more Managed seven District Service and Parts Managers, one operations analyst and an administrative assistant. Supported Toyota parts/accessory sales and customer relations efforts for dealer development, customer relations, technical services and training departments. Assured compliance with service and parts policies. Managed budget and conducted annual performance appraisals.• Designed a composite report to measure and review key operational performance indicators, which became a template for national reports used by all regions.• Trained field representatives to interpret numerical indicators from reports and translate them into action plans based on operating standards. Accountability measures improved dealer performance and positioned field rep role from administrative oversight to value-added contributors of dealer operations. Show less

Newly-created position to ensure effective and ongoing development of in-dealership service and parts consultations, retention programs, market penetration, customer satisfaction and dealership profitability. Managed three consultants and one operations analyst. Developed and conducted regular field representative training both in the classroom and the dealership. Designed and distributed dealer performance reports.• Developed and conducted 19 classroom seminars for future staff… Show more Newly-created position to ensure effective and ongoing development of in-dealership service and parts consultations, retention programs, market penetration, customer satisfaction and dealership profitability. Managed three consultants and one operations analyst. Developed and conducted regular field representative training both in the classroom and the dealership. Designed and distributed dealer performance reports.• Developed and conducted 19 classroom seminars for future staff managers, providing 139 days of in-dealership On-The-Job Training (OJT) with excellent satisfaction ratings (4.7/5.0).• Reorganized business development, parts and service, and customer relations consultants to work in specific areas that fit their skill set. Provided consultants with background information on dealership operations.• Used dealer surveys and field personnel self-evaluations to pinpoint immediate and ongoing internal and developmental training needs. Show less

International Service Training Manager, Nagoya Japan (1997 to 1999): Developed and implemented service management and marketing curriculum, support and presentation materials for training 186 international distributor Instructors and Field Representatives. Conducted training in Japan, Malaysia, Sweden, Venezuela, Brazil, Argentina, South Africa, and Australia. Assisted in the development of a Dealer Principal/General Manager, Fixed Operations training course under the direction of the Overseas… Show more International Service Training Manager, Nagoya Japan (1997 to 1999): Developed and implemented service management and marketing curriculum, support and presentation materials for training 186 international distributor Instructors and Field Representatives. Conducted training in Japan, Malaysia, Sweden, Venezuela, Brazil, Argentina, South Africa, and Australia. Assisted in the development of a Dealer Principal/General Manager, Fixed Operations training course under the direction of the Overseas Marketing Division. • Wrote a 170-page Customer Service Marketing and Merchandising book; converted material into a five-day training course. Pilot-tested new material in Malaysia and Japan; conducted additional training in S. Africa, Australia, and Venezuela. Managed all logistical planning and coordination.• Developed a computer program that allowed dealers and distributors to analyze operations and business indicators in sales, gross profit, expense control, traffic, effective labor rate, productivity/efficiency, facility and manpower capacity. Converted material into training that explained the importance of each component.• Wrote 14 modules to a Field Representative Training program designed to teach step-by-step dealership operations to field travelers from any part of the world; currently in use. Show less

Allocate, manage and distribute Toyota Automobiles to dealerships. Monitor and assist in marketing and retail selling activities.

Ensure effective and ongoing development of in-dealership service and parts consultations, retention programs, market penetration, customer satisfaction and dealership profitability.

Coordinate activities between the national office and 12 regional offices for parts and service activities.

Develop the parts and service dealer network in Taiwan and Korea for exported vehicles.

Coordinated the developmnet and implemntation of new warranty and customer relations data systems

Coordinate activities between the national office and regional offices for parts and service activities.

Responsible for supporting Honda service sales and customer relations efforts, dealer development, customer relations, technical services, warranty and dealer training. Assured compliance with service policies and procedures.

Analyze product quality and servicability technical data and coordinate counter measures with Japanese engineers. Direct activies on dealer and customer communication for counter measure activities.

Supported technicians, retail and wholesale customers with parts and expertise.Ordered parts and managed inventory.Prepare new and used vehicles for sale.Line technician for all customer and internal repairs and maintenance.