Reporting to the General Manager, serves as the lead service writer for this record-breaking shop. Overall responsibilities include:• Provides excellent customer service experience throughout the entire repair process from vehicle in-take through delivery. This includes ongoing customer engagement and communication, estimating all appointments and drop-ins, completing repair plans, filing all repair orders with DRP compliance, preparing final customer invoices, post repair plan communications & documentation and total loss administration.• Serves as account lead for several high volume and demanding Direct Repair Programs including Progressive, USAA, State Farm, Liberty, AAA, Allstate and Traveler’s. Responsible for managing the relationship with the DRP representative and ensuring optimal service in accordance with standards.• In the absence of an Assistant General Manager, have assumed related accountabilities on a frequent basis with a focus on continuous improvement. This includes providing support in monitoring the overall production and administration of the center, regularly coaching the parts coordinator and other staff; and assisting the GM with prioritization of vehicles and assignment of repair jobs

Providing oversight of the parts department for one of the top dealers in tri-state area, to achieve an overall objective of returning a profit on dealer capital invested in parts inventory. Key highlights include: • Increased wholesale and retail sales by 20%. Mentored staff to assist with the handling of difficult sales yielding successful results for the team. • Managed accurate inventory control and provided oversight to ensure effective purchasing procedures, pricing and merchandising.• Hired, developed and motivated a high performing team in a retail setting, cultivating a mindset of customer satisfaction as top priority in the department.• Assigned duties to staff based on employee capabilities to ensure customers were educated and making an informed purchase to enhance customer satisfaction and repeat business.• Held staff accountable by enforcing safety rules, protocols and standards.Prior roles with Cherry Hill Nissan included: Wholesale Manager (2000-2002), Assistant Parts Manager (2002-2006)