• Strengthened customer satisfaction and retention initiatives for a new and luxury dealership with the goal to increase sales by 7% annually for 10 years• Awarded Top Customer Service of the Year, 9 years of 12 for building and maintaining the highest customer retention base and loyalty• Facilitated consistent training programs to focus on guest reactions, body language, listening skills, and proper communication• Reinvented the Customer Care element of the CRM process to change customer's perception of the automotive service industry• Established a customer-centric culture of communication, collaboration, & accountability resulting in top-tier performance and rave industry reviews• Established and maintained an outstanding 10-20% CSI index reputation on client service over a 4 year period• Established an Education Program with consumers on rapid technology changes and benefits that produced cost savings and high customer loyalty

• Certified ICAR Collision• Inspected vehicle damage by assessing body and mechanical damage to determine the extent of the repairs needed • Advised customers through repair process about delays and completion dates, in efforts to maintain high CSI scores• Wrote automotive collision estimates and provided repair cost estimates utilizing Insurance Adjustors• Inspected damaged vehicles throughout the repair process, and conducted a final inspection at the completion of the work for quality control

• Expertly analyzed the progress of repair and service orders in a multi-line GM service center• Consistently increased CSI rating above manufacturers standards • Led a team of technicians to perform quality maintenance and repairs in a timely fashion• Provided dealership services and served as a liaison between customer and mechanics• Successfully addressed all issues regarding repair, warranty, and maintenance of vehicles

• Described automotive issues and systems to customers to help them understand their vehicle problems• Carried out inspections of vehicles and recommended necessary repair work• Maintained automotive records and developed estimates for materials, supplies, and labor• Discussed problems with customers to help determine the nature of the problem• Verified and processed warranty and service contract coverage