Jay Emery, Mba Email & Phone Number

I am currently seeking a full-time, WFH position that supports companies who serve Retail Automotive Dealers Fixed Operations to improve Client Retention, Productivity, Associate Retention, Expense Control and Profits.

Torrance, Ca, Us

In my previous role as Assistant Zone Manager, I:• Participated in developing the “Acura Experience Program,” providing recommendations to guarantee successful program deployment and coordinated activities to streamline operations.• Led in-dealership assessments/reviews to determine product performance in the market and gather clients’ feedback on product efficiency.• Resolved and responded to client inquiries by providing accurate information, escalating issues to the appropriate teams, and following up to ensure client satisfaction, increasing client retention.• Liaised with Acura’s senior leadership to develop the Acura Initial Quality Improvement Program and coordinated resources/operations to maximize efficiency during program implementation.• Improved client handling expertise by participating in professional training programs; built, maintained, and fostered relationships founded on trust with clients in the Acura Eastern Zone, resulting in an overall increase in the company’s revenue.

Torrance, Ca, Us

In my previous role as Senior District Parts & Service Manager, I: • Led the creation of effective business plans to achieve service, parts, and customer satisfaction growth at five Acura dealerships in the Washington DC metro market, the highest volume Acura Market in the United States.• Designed a reliable network that supported client acquisition and retention strategies; provided technical and administrative support to dealers to increase client retention scores.• Consulted with dealership management to obtain approval to implement dealership associates’ training program; facilitated training sessions to improve associates’ knowledge of parts, accessories, and general technicalities.• Efficiently coordinated and managed the marketing/sales teams, realizing zone objectives on part sales, accessories sales, tire sales, warranty expense control, and client satisfaction scores.• Developed and strengthened profitable business relationships with clients, ensuring the provision of high-quality customer service throughout the entire sales cycle.

Fountain Valley, Ca, Us

In my previous role as District Parts and Service Manager, I:• Instructed dealership associates on customer handling, warranty administration and cost-control, service, parts & accessory display, management of loan car fleets and parts department; developed Hyundai dealers to Tier 1.• Drove the growth of Service and Parts revenue and achieved targets at the district and dealership level; counseled and trained service employees to ensure continuous productivity.• Successfully set service, parts, and client satisfaction business performance targets for the 14 Hyundai & Equus dealerships in the San Antonio and Austin markets.• Provided technical support to dealers to increase client satisfaction and drive client retention, thereby fostering long-term business partnerships.

Dallas, Tx, Us

In my previous role as Service Manager, I:• Delegated and directed service tasks/operations in the highest-volume Lexus dealer in the US, as well as the most globally recognized brand, which had 250 service customers daily.• Ensured the provision of adequate guidance to 21 service consultants, 14 master technician group leaders, and 77 technicians; monitored their performance and provided feedback to support growth; led employee safety and training; and managed warranty and goodwill expenses.• Oversaw the implementation of the 385-vehicle Loan Car Operation and the Roadside Assistance Program. Handled the resolution of client issues in a professional and timely manner, resulting in the realization of customer satisfaction targets.• Met the ‘Elite of Lexus’ company standards by effectively evaluating and maintaining customer satisfaction levels and partnering with Lexus National Customer Satisfaction.• Analyzed daily financial and operational performance to determine improvement areas and drove sales by ensuring the delivery of defect-free, high-quality products and services to clients.• Built two Continuous Improvement teams, Kaizen and developed a company-wide, employee-led team leader group for efficient operations.

Arlington, Va, Us

In my previous role as Corporate Manager, I:• Supervised 13 general managers coordinating the operations of Aircraft Service Centers in the US and Mexico and overseeing staffing, facilities, training, inventory, fuel sales, and retail/warranty aircraft service.• Oversaw business development and P&L administration, including the Environmental, Health, and Safety Program; executed strategies that grew the organization into a global service support operation.• Enhanced the overall image of the service centers by performing minor facility improvements and equipment upgrades; maximized space utilization and inventory turn rate to maintain an industry-leading fill rate by directing the restructuring of the parts storage and inventory system.• Worked closely with general managers and other personnel to build and deliver a world-class General Aviation support services environment by assessing each facility, identifying operational needs, and offering effective solutions.• Ensured company policies were enforced across all departments by conducting internal audits to monitor compliance, and reviewed business practices, to identify opportunities for improvement.• Scheduled, set up, and led weekly safety conference calls with employees to brainstorm and develop safety plains/initiatives, minimize risks, and prevent incidents; established a collaborative work environment by creating an effective communication network across all levels.

In my previous role as Area Retail Service Operations Manager, I: • Managed and trained seven dealers on the Toyota Production System Kaizen Processes and adjusted facilities to accommodate process improvement changes.• Increased dealership performance and service levels by providing week-long consultative services to dealers operating below the Lexus Benchmark Service program; presented findings to the organization’s senior leadership and developed improvement and recovery plans.• Developed and implemented company-wide initiatives and worked with the sales team to drive eCommerce and Internet sales.• Built and maintained profitable business relationships with dealers and gathered dealer feedback to identify and work on areas that required marketing.• Spearheaded the development, launch, and administration of the Lexus Benchmark Service Program in the southeast; managed Service, Parts, and Customer Satisfaction merchandising programs, focused on luxury customer retention and dealer profitability.

In my previous role as Area Sales & Technical Training Manager, I: • Delivered product sales training with a significant focus on new model launches to employees and guided employees through uncovering customer needs and addressing problems encountered during the sales cycle. • Oversaw the management of the Dealer Associate Certification Program; supervised associates, monitored their performance throughout the program, and handled the presentation of Dealer Associate Certificate to qualified dealers.• Coached and trained district sales, service, and parts managers in the classroom and the field on various topics, including client satisfaction/retention.• Worked with the sales/marketing teams to plan, organize and manage new vehicle launch activities and ensured success by providing launch oversights, assigning team-specific duties, and supervising entire operations. • Proposed and justified the benefits of building a sales and technical training center in Dallas areas to the Division’s senior leadership and managed the entire operations of the Georgia training facility; Managed it afterword, and the implementation of technical training programs.

In my previous role as Area Operations Performance Manager, I: • Contributed to the success of and improved on-site operations performance by leading and supporting the launch of the opening of new Lexus dealerships.• Maximized company revenue by identifying target dealers, cultivating business relationships with new and existing dealerships, and boosting overall sales volume, by offering sales promotions.• Devised promotional and customer acquisition strategies to surpass e-commerce sales and goals and conducted customer, brand, and product research initiatives.• Enhanced eCommerce and Internet sales volume by overseeing the design of promotional materials and devising effective methods to increase sales performance metrics and KPIs.• Ensured team members realized established sales targets by analyzing sales performance and maintained high customer satisfaction/retention levels.

Mba, Business

Recipient Of Gallup “Great Manager” Award., Management, Mentor, Trainer

As, Automotive Technology