• Moved to larger volume store to act as on-duty manager in the absence of service manager after 5pm and on weekends to prepare for service manager role in larger dealership and to assist inimplementing processes to improve CSI.• Quickly took the lead in CSI among 5 advisors, several of whom had worked at the dealership foryears with a current CSI of 95.5 when the store has a current overall CSI of 71.82 based on 3remaining service advisors.• Identified issues related to… Show more • Moved to larger volume store to act as on-duty manager in the absence of service manager after 5pm and on weekends to prepare for service manager role in larger dealership and to assist inimplementing processes to improve CSI.• Quickly took the lead in CSI among 5 advisors, several of whom had worked at the dealership foryears with a current CSI of 95.5 when the store has a current overall CSI of 71.82 based on 3remaining service advisors.• Identified issues related to lot organization that resulted in customer wait time for picking up carsand recommended changes to organize lot that would improve efficiency and customer experience.• Within one full employment month, matched CP hours per RO along with ELR of leading advisorthat had 5 years with dealership. Show less

• Hired to launch Subaru brand within DCH following store acquisition. Essentially sta rted servicedepartment from scratch following departure of majority of techs and all advisors.• Worked in challenging logistics of separated service area from dealership yet overcame challengesof effectively managing two locations.• Improved CSI at dealership from low of 812 to 931, all while working out of a temporary trailerwhile service facilities were under construction. This… Show more • Hired to launch Subaru brand within DCH following store acquisition. Essentially sta rted servicedepartment from scratch following departure of majority of techs and all advisors.• Worked in challenging logistics of separated service area from dealership yet overcame challengesof effectively managing two locations.• Improved CSI at dealership from low of 812 to 931, all while working out of a temporary trailerwhile service facilities were under construction. This improvement took the service department lastin the 1st and 2nd quarter to 1st in the 4th quarter of 2016.• Oversaw relocation of service techs and equipment from one location to new service bay area whileservice advisors worked out of temporary trailer.• Managed warranty issues, policy issues, staff turnover following acquisition.• Established facilities in temporary trailer to best service customers and provide best possibleworking environment for advisors since May 2016.• Average of 530 ROs per month. Increased monthly CP and Warranty RO count from 265 in Feb2016 to 436 in Feb 2017.• Increased CP/RO from low of $138 in Feb 2016 to high of $188 in Jan 2017.• Early issues with managing warranty claims improved with current warranty schedule having noROs over 30 days old. Show less

• Promoted from training guarantee pay to full commission pay plan after first month as a result ofperformance that exceeded expectations.• Providing exceptional service with CSI average score of 81.9 where market average is 74.1.• Average of 298 ROs per month with 1.93 hours per RO.• Effective labor rate average of $91.78.

• Provided exceptional customer service with CSI average score of 94.6.• Averaged 332 ROs/month.• Averaged 20 repair orders daily with an HRO of 2.72 CP hours per RO.• Effective labor rate averaged $128.63.• Wrote and dispatched to team of 8 Technicians.• Managed tint and detail sublets.• Frequently responsible for opening and closing the service department.• Managed and coordinated the flow of 13 loaner cars.• Observed opportunities to improve customer… Show more • Provided exceptional customer service with CSI average score of 94.6.• Averaged 332 ROs/month.• Averaged 20 repair orders daily with an HRO of 2.72 CP hours per RO.• Effective labor rate averaged $128.63.• Wrote and dispatched to team of 8 Technicians.• Managed tint and detail sublets.• Frequently responsible for opening and closing the service department.• Managed and coordinated the flow of 13 loaner cars.• Observed opportunities to improve customer experience and recommended process improvements to streamline and enhance the experience with many of suggestions implemented that helped the entire team. Examples upon request. Show less

• Provided exceptional service with CSI scores as high as 970 with an average score of 865.• Managed up to 20 repair orders daily with an average of 262 repair orders per month.• Responsible for opening and closing the service department.