In-Dealership ConsultingComprehensive fixed operations analysis and executive assessments targeting areas such as sales, gross profit, process optimization, customer retention, and quality control, focusing not only on process and financial improvement; but also, safeguarding assets and minimizing liabilities. Develop and deliver a fully customized improvement prescription, including a detailed review of opportunities and actionable strategies to elevate a dealership’s net profit… Show more In-Dealership ConsultingComprehensive fixed operations analysis and executive assessments targeting areas such as sales, gross profit, process optimization, customer retention, and quality control, focusing not only on process and financial improvement; but also, safeguarding assets and minimizing liabilities. Develop and deliver a fully customized improvement prescription, including a detailed review of opportunities and actionable strategies to elevate a dealership’s net profit. Skilled in service, parts, and collision departmental improvement. Service Advisor TrainingTraining in “Customer Experience Management” framework encompassing six vital components. From meticulously managing customer expectations during the Sales to Service “Hand Off” to refining Customer Verbal and Non-Verbal Communication, every interaction must enhance the customer’s journey. Point-of-Sale Selling strategies that don’t just prioritize sales; they’re designed to enrich the customer experience with empathy, convenience, and integrity. Providing guidance on Post Diagnostic Selling and implementing a dynamic Active Delivery, ensuring every step of the customer’s experience is nothing short of exceptional.Interactive Management CoachingFrom fundamental skills development to advanced coaching, every aspect of service, parts, and body shop operations is covered.Facilitate instructor-led workshops that offer a wide range of offerings, focusing on key areas such as financial management, logistical strategies, personnel training, and merchandising and marketing. Show less

Hired as an business operations specialist to improve the performance of a struggling company. Had a 15-month contract to improve the operations of 15 express car wash locations and over 200 employees. Stabilized and reduced high turnover in location management and crews to bring about higher employee morale and an environment necessary to facilitate positive change. Developed and implemented a comprehensive SOP manual and brought consistency and accountability to all operational elements… Show more Hired as an business operations specialist to improve the performance of a struggling company. Had a 15-month contract to improve the operations of 15 express car wash locations and over 200 employees. Stabilized and reduced high turnover in location management and crews to bring about higher employee morale and an environment necessary to facilitate positive change. Developed and implemented a comprehensive SOP manual and brought consistency and accountability to all operational elements. Built an in-house maintenance team to reduce repairs and maintenance costs and equipment down time through an effective scheduled preventative maintenance program.Increased revenue by over 40% and memberships from 20K to over 55K. Reduced payroll by 25% without compromising customer satisfaction. Cut costs by 30% through implementation of a standardized procurement process.Surpassed all objectives related to contract satisfaction. Show less

Responsible for all technical operations relating to 177 Toyota dealers, including field technical support, technical training for technician certification, accessory warranty program, and vehicle processing center accessory installation training. Successfully launched a second Toyota Technical Training facility in North Carolina. Mentored and coached over 40 staff members, enabling them to reach their highest potentials.Worked directly with Toyota Motor North America on their strategy,… Show more Responsible for all technical operations relating to 177 Toyota dealers, including field technical support, technical training for technician certification, accessory warranty program, and vehicle processing center accessory installation training. Successfully launched a second Toyota Technical Training facility in North Carolina. Mentored and coached over 40 staff members, enabling them to reach their highest potentials.Worked directly with Toyota Motor North America on their strategy, planning, and operations relatedto their technical programs in the U.S. Implemented effective policies and procedures that enabled the organization to meet Toyota compliance requirements. Created an environment of open communication between departments and with Toyota Motor North America (TMNA) that improved collaboration and technical procedures. Established performance metrics to track progress and success of initiatives. Improved both department and dealership processes utilizing the principles of Kaizen and the Toyota Production System. Show less

Charged with the development and implementation of a specialized consultation team responsible for the improvement of fixed operations, including parts, service, and collision center financial performance for 177 Toyota dealers.Led a team of 10 tenured fixed operations consultants located throughout the region. Developed all fixed operations consultation processed and procedures for a variety of specific consultation needs such as ASM drive training and performance, advanced production… Show more Charged with the development and implementation of a specialized consultation team responsible for the improvement of fixed operations, including parts, service, and collision center financial performance for 177 Toyota dealers.Led a team of 10 tenured fixed operations consultants located throughout the region. Developed all fixed operations consultation processed and procedures for a variety of specific consultation needs such as ASM drive training and performance, advanced production for the shop, parts department processes and inventory management, parts and service financial performance, collision center operations, etc. Developed and delivered consultant training to continually improve the skills of the consultation team.Responsible for all Parts and Service certification training for Service Managers, Parts Managers, ASM's, and Parts Professionals. Show less

Responsible for the development, growth, support, and performance of all fixed operations for 16 Toyota dealers. Worked directly with dealer fixed operations management to increase monthly net general parts purchases and service labor dales, and customer retention while maintaining an excellent relationship with dealership executive management. Created and delivered a variety of dealership level training to improve parts and service sales and shop production efficiency.Developed and implemented… Show more Responsible for the development, growth, support, and performance of all fixed operations for 16 Toyota dealers. Worked directly with dealer fixed operations management to increase monthly net general parts purchases and service labor dales, and customer retention while maintaining an excellent relationship with dealership executive management. Created and delivered a variety of dealership level training to improve parts and service sales and shop production efficiency.Developed and implemented sustainable processes that promoted customer pay parts, labor sales, customer retention and fixed operations profitability. Primary contact for Dealer on Parts and Service Department related issues. Build relationships to promote support and loyalty. Surpassed objectives every month, leading to a promotion to a director level position. Show less

Directly responsible for the development, management and oversight of all fixed operations programs in place to support 177 Toyota dealers. Programs included batteries, tires, oil, Toyota Express Maintenance, collision parts and process training, parts and service marketing collaboration, and District Fixed Operations Manager support for all 14 districts. Responsible for dealership level training on all parts and service programs to improve sales and performance.

As a skilled Automotive Process Consultant and Field Manager, I currently lead a national team of consultants primarily focusing on the successful launch, implementation and sustainment of Toyota’s Express Maintenance program. Additionally serving as the lead facilitator for a team of facilitators dedicated to the presentation of one and two-day instructional workshops, focusing on preparing Dealer Principals, General Managers, Service Managers and Parts Managers for the successful… Show more As a skilled Automotive Process Consultant and Field Manager, I currently lead a national team of consultants primarily focusing on the successful launch, implementation and sustainment of Toyota’s Express Maintenance program. Additionally serving as the lead facilitator for a team of facilitators dedicated to the presentation of one and two-day instructional workshops, focusing on preparing Dealer Principals, General Managers, Service Managers and Parts Managers for the successful implementation of the express maintenance operations in their dealerships.Prior to Toyota’s Express Maintenance program, I served as Field Manager for Ford’s Quick Lane program, launched in 1999, still growing, and currently in over 650 Ford locations nationwide. Assisted with the creation, implementation, launch and sustainment of Ford’s “Around-the-Wheel” program focused on increasing their dealer's penetration on tires, brakes, alignment and suspension sales. Show less

Member of a team of field consultants directly responsible for the launch, implementation, installation and sustainment of the Toyota Express Maintenance program currently being introduced to all Toyota dealers across the United States. Directly responsible for coordinating, directing and analyzing the process for all assigned dealers.Also part of the facilitation team responsible for presenting, leading and facilitating a series of two-day workshops that all enrolled dealers must… Show more Member of a team of field consultants directly responsible for the launch, implementation, installation and sustainment of the Toyota Express Maintenance program currently being introduced to all Toyota dealers across the United States. Directly responsible for coordinating, directing and analyzing the process for all assigned dealers.Also part of the facilitation team responsible for presenting, leading and facilitating a series of two-day workshops that all enrolled dealers must attend. Show less

Responsible for the overall leadership, vision and strategic direction for an operations division consisting of 9 different departments in support of one of the largest non-denominational, multi-campus church organizations on the east coast. With full oversight responsibilities of over 100 full-time and part-time staff members, over 600 volunteers, and an average weekly attendance of over 6,500 people, the operations division provided full management and support in the areas of:… Show more Responsible for the overall leadership, vision and strategic direction for an operations division consisting of 9 different departments in support of one of the largest non-denominational, multi-campus church organizations on the east coast. With full oversight responsibilities of over 100 full-time and part-time staff members, over 600 volunteers, and an average weekly attendance of over 6,500 people, the operations division provided full management and support in the areas of: • Business Administration• Hospitality and Guest Services • Facilities and Grounds Management• Safety, Security and Risk Management • IT and Network Services (Windows and Mac platforms)• Communications, Marketing and Public Relations• Stage, Sound and Lighting Services• Shuttle Bus Fleet Operations• TV and Radio Broadcast, and Live Webcast Production Show less

Responsible for the overall field management of the "Quick Lane Tire and Auto Centers" program currently operating over 600 locations across the U.S. by Ford Motor Company. Duties included assisting with the development and implementation of all field programs and initiatives including the hiring and management of a qualified field force in support of Ford Motor Company's 17 regional offices, relating to tire sales and service, mechanical sales and service, reporting requirements, training… Show more Responsible for the overall field management of the "Quick Lane Tire and Auto Centers" program currently operating over 600 locations across the U.S. by Ford Motor Company. Duties included assisting with the development and implementation of all field programs and initiatives including the hiring and management of a qualified field force in support of Ford Motor Company's 17 regional offices, relating to tire sales and service, mechanical sales and service, reporting requirements, training programs, advertising and marketing creation and distribution, competitive analysis and overall program and personnel supervision. Show less

Responsible for the office and transportation operations of the Commanding General's Chief of Staff. Escorted the General and Chief of Staff during all local and long-distance travel.

M60A1 tank gunner and driver. Responsible for tank maintenance, combat training and full combat readiness. Duty served with Czechoslovakian border patrol unit, 1st Cavalry Division at Weiden, Germany.