• Coordinate and lead day-to-day operations for front-of-house service between three locations.• Execute all service operations with a strategic focus on quality and accuracy.• Provide vehicle updates, estimated completion times, and follow-up information for each customer.

• Potential repeat repairs (5.9%) currently below the National average (8.5%)• Archived and maintained Warranty Excellence Status per Ford Motor Company Standards• Through cost-cutting initiatives increased year over year total service department sales by 20% and gross profit by 24%.• Coordinate and lead day-to-day operations for front-of-house service. • Assist the warranty administrator by preparing and coding warranty claims before submission.• Spearhead and maximize quick lane maintenance item sales. • Document service-related concerns and inquiries from customers during and prior to appointments as well as resolve all customer service escalations.• Provide vehicle updates, estimated completion times, and follow-up information for each customer. • Optimized and enhanced business success by implementing new services including same-day appointments, vehicle pick-up, and delivery service, offering service to various makes and models, and broaden the scope of service work.

• Communicated with customers to discuss and schedule service appointments.• Liaised with technicians to determine other necessary and recommended vehicle services. • Maximized customer satisfaction by consistently providing outstanding service and support.• Informed customers of services provided through detailed updates, summaries, and reports.• Executed all service operations with a strategic focus on quality and accuracy.• Utilized extensive knowledge of automotive technology and mechanical repair to facilitate service.• Developed effective and innovative solutions to combat complex issues.

• Demonstrated success in consistently maintaining a CSI score above 95% by ensuring all customer concerns and questions were addressed, decreasing appointment lead time, providing same day turn around when able to, developed and maintained rigid follow up schedule for all customers.• Enhanced CSI scores, throughput, and mobile service by implementing key processes and Lean Manufacturing concepts.• Deescalated all service center issues in a professional and efficient manner. • Delivered updates, estimated completion times, and follow-up support regarding customer vehicles. • Promoted a positive work environment by training and developing front-of-house staff. • Organized and scheduled mobile service appointments for the Northeast mobile service region.

-Helped implement and execute processes that help drive throughput and increase CSI scores-Managed and Resolved Service Center escalations -Accurately recorded issues and data into Warp Service (In House DMS)-Communicated estimated completion time, regular updates and follow through on each customer vehicle-Helped develop and coach front of house staff-Worked with Sales and Delivery to help coordinate new vehicle deliveries.

• Determined and implemented appropriate solutions to resolve customer service, sales, and delivery issues.• Led day-to-day service center operations, including inventory and fleet management.• Handled various purchase orders for third-party vendors, which included tow services, detailing services, building maintenance and groundskeeping.• Mentored, coached, and trained service assistants, technicians, and other staff. • Aligned objectives and bridged communications with sales and delivery to achieve quarter end goals.

• Provided personalized and attentive service while resolving customer concerns. • Updated customers on estimated vehicle completion times and service.• Prioritized customer satisfaction by following up on services provided. • Oversaw and coordinated pick-up and drop-off times for customer vehicles.