• Manage a team of 38 technicians, service advisors, BDC personnel, and internal make-ready staff, fostering a collaborative and high-performance work environment• Successfully implemented strategic initiatives that led to increased operational efficiency and improved overall service department performance• Demonstrated excellent customer service skills, resulting in consistently high customer satisfaction scores• Implemented customer-focused programs and initiatives, leading to improved customer loyalty and retention• Achieved and exceeded performance targets, consistently driving revenue growth and profitability in the service department including exceeding CP Labor Gross goals by a consistent 15% and overall Gross goals by 3%. • Implemented effective cost control measures, resulting in increased profitability of 15% monthly while maintaining high-quality service standards• Mentored and coached service department personnel, contributing to the professional development and growth of team members• Implemented training programs that enhanced the technical skills and customer service capabilities of service advisors and technicians• Implemented streamlined processes and procedures, resulting in improved workflow efficiency and reduced service turnaround times by 300% in main shop and by 100% in Express Service• Introduced innovative solutions to address challenges, enhancing overall service department effectiveness• Successfully managed relationships with key vendors, working with the Parts Manager negotiating favorable terms, and ensuring the availability of quality parts and supplies

• Trained, led, supervised, and coached team of 11 personnel: service advisors, loan car coordinators, administration and customer service staff• Executed and implemented policies and procedures from Sonic Automotive Corp. to promote overall effectiveness and efficiency of service drive interactions• Created customer centric processes and procedures to increase customer satisfaction and KPI scores. o Implemented processes and procedures taking CSI scores from consistent 700’s to mid-high 900’s. o Due to process implementation and training, Momentum Maserati Alfa Romeo Service Department achieved the award for 2nd place for the nation for Alfa Romeo in overall service department CSI 2021 and 4th place in 2022• Grew service department staff 25% while decreasing turnover by 200%• By consistently overachieving goals and objectives and improving customer relationships, overall service revenue increased 28% 2021 & 2022

Hire, lead, supervise, coach and train all Service Advisors, Express Lube Technicians, Car Wash Attendants, Cashiers, BDC and Receptionists. Dispatch work to shop. Maintain rapport with technicians. Manage shop in Service Director’s absence. • Analyze current business operations, profit & loss statement, and business data identifying areas of improvement and enhancing efficiency and productivity. Advise management on effectiveness of processes and provide viable solutions to increase productivity and efficiency. Increased monthly Gross Profit over 25% within 1 year.• By providing coordination, guidance and assistance to major activities within the department, consistently grew Service customer base for dealership by increasing customer satisfaction and retention. Took CSI/KPI from consistent low 700’s to over 900 regularly (scale of 1-1000)• Demonstrated active leadership by creating positive, accountable and dynamic work environments through personal engagement and coaching throughout all levels of the organization.

• Top producer in the field of service operations• Diagnosed automotive issues and determined necessary services by attentively listening to descriptions of symptoms, meticulously clarifying problem descriptions, conducting comprehensive inspections, performing test drives, scrutinizing vehicle maintenance records, and reviewing service schedules

-Provided exceptional customer service, assessing and addressing individual needs.-Applied familiar expertise with automotive practices, repair, and sales.-Gained certification as Ford Master Service Advisor.

• Provided excellent customer service in a fast-paced, competitive market• Consistently Top sales and Repair Order count producer• Consistently producing 300+ labor hours • Top of the charts CSI (Customer Service Index) scores• Very familiar with automotive practices, repair and sales, and insurance claims

-Communicated effectively with diverse indigenous people, from multiple countries.-Obtained funding for projects, operations, and mission/humanitarian aid trips successfully through fundraising events, campaigns and marketing.-Handled strategic planning and organization for humanitarian aid trips to third-world countries.-Established procedures and strategies to carry out corporate goals.-2007: Resided in Haiti as Director of Operations for an orphanage housing over 156 orphans.

-Developed and implemented curriculum.-Performed public speaking, applying skills in creative, motivating, and dynamic presentation.-Oversaw Departmental projects, budgets, events, services, and operations according to standards and policies. Streamlined processes, reducing operating expenses continuously.-Increased volunteer base by 100% within the first year, leading 85 people.-Improved internal and external communications and relationships with staff, volunteers, students, parents, and adult constituents.

-Directed activities for Public Relations, Customer Service and Sales within a 40-year-old, multi-million dollar, nonprofit organization with offices in 5 countries.-Developed, authored and directed monthly communications for all constituents.-Vitally contributed to planning, development, and implementation of budgets while reducing expenses.-Oversaw leadership teams in Customer Service, Production, Warehouse, and Sales, delegating duties and monitoring performance.

-Oversaw and directed a sales force to achieve sales and profit goals of a multi-million dollar, nonprofit organization.-Planned and implemented budgets, regularly and effectively reducing expenses.-Managed KCP Wholesale of 5500 active accounts, 2 on-site retail bookstores, and all domestic KCM events with attendance of over 12,000 per day.-Raised sales by an average of 20% per capita annually.-Directed a volunteer staff of 40+ members, delegating duties and monitoring performance.-Acted as on-site and multiple-site contact person for guest speakers, décor, vendors, and venue coordinators.

• Managed all internal “get-ready” and sales coordination services for the dealership• Built strong, effective relationships with customers and the workforce through close and effective communication. Client Relations specialist• Successfully led a staff of diverse employees (office staff, service writers, shop technicians)• Created processes and improvements that eliminated waste and increased improvements in quality, delivery, and the bottom line