With over 27 years of dedicated experience in customer service, quality management, and policy implementation within the automotive industry, I bring a proven track record of driving results and ensuring operational excellence. My expertise lies in dissecting intricate diagnostic challenges to provide strategic insights that optimize service delivery and compliance. I specialize in developing and implementing ISO 9001-compliant SOPs that streamline workflows and bolster adherence through effective communication and coaching. Furthermore, I am skilled in executive-level presentations and storytelling, and I excel in simplifying complex concepts into compelling narratives that foster organizational alignment and clarity. I am passionate about enhancing customer retention by optimizing service operations and promoting cross-functional collaboration through data-driven strategies. Connect with me to learn more about my expertise in the following areas:- Business Plan Development - Strategic Planning- Training & Mentorship- Total Quality Management (TQM)- Customer Retention- Data-Driven Decision-Making- Regulatory Compliance- Quality Management Systems (QMS)- Cross-Functional Collaboration- Process Optimization- Executive Communication- NegotiatingTechnical Acumen: Tableau | Power BI | Google Analytics | mTAB, SQL | SAS | MS Office Suite (Excel, Word, Access & PowerPoint)