Responsible for managing all aspects of Fixed Operations for one of the nation's top 100 dealer groups including current 13 dealers. Initiated process changes for increased profitability, customer satisfaction as well as employee satisfaction levels. Also directly responsible for launching new dealership acquisitions. Obtained significant increases in customer satisfaction levels putting the group in position to obtain new acquisition approval from manufacturers. Revamped marketing to improve year over year RO counts by significant amounts, in some cases higher than 30%. Installed processes to improve sales per RO which when combined with increases in RO count resulted in significant profit increases. In addition to improvements at existing stores, also established new processes at three new facility builds which will substantially and positively impact profit growth and launched Parts and Service Operations at two new open points.Set up a group wide Service BDC that is responsible for an average of 50,000 inbound and outbound calls each month as well as 5000 uniquely addressed emails each month. Service BDC handled all appointments, follow ups on unsold work, follows ups for CSI monitoring as well as customer contacts for special order parts, potential lost customers, sold with no service and recall scheduling. Service BDC also updated all customer files and average collection of 750 new and unique valid email addresses each month. Results have included a 85% increase in Fixed Operations Departmental net profit(2012 vs 2015), significant increases in CSI and service retention as well as an over 28% increase in Customer Pay Repair Order counts(Group wide). Turned the group's Fixed Operations from a huge loss in 2012 into a very significant net profit in 2015. Growth trend continued in 2016 and continues through 2017, 2018, and 2019.

Managed a team of 8 District Parts and Service Managers in an area that included 11 states and 84 dealers. Consistenly led team to meet or exceed objectives in all target areas including Customer Satisfaction, Sales Increases and Service Retention. Helped lead the develoment of American Honda's Advisor training curriculum which focused on improving Advisor Sales skills as well as their ability to impact customer satisfaction positively.