Develop retail service template to capture returning customer base for automotive service.Develop CRM programs and customer follow up procedures to build the retention of customers.Managed the work flow process by employing Lean Six Sigma Methodology to eliminate comebacks and build customer service experience quotient.Developed customer based education process to enhance maintenance participation.Ascertain automotive problems and services by listening to customer’s description of symptoms; clarify description of problems; conduct inspections; take test drives; check vehicle maintenance records; examine service schedulesVerify warranty and service contract coverage by examining records; explain provisions and exclusionsDevelop estimates by costing materials supplies and labor; calculate customer’s payment including deductiblesPrepare repair orders (RO) by describing symptoms problems and causes discovered as well as repairs and services required; obtain approval signatures; entering RO into service database system

 Clearly defined employee responsibilities and tracked performance. Maintain CSI, Xtime Algorithym and Social Media Service Ratings Assisted with initial diagnostics and supervised vehicle work. Ensured that customer and employee areas were kept clean and organized. Managed service requests and prepared a database listing such requests. Ensured timely completion of vehicle services. Coordinated with service team to prepare marketing strategies. Manage technicians to optimal bay productivity. Coach technicians to provide accurate inspections in a timely manner. Worked with team to provide profit balance estimates for customers. Put in place checks and balance to reduce come back ratio in repairs. Work with parts department to streamline deliver process for sold services based in Lean Six Sigma strategies. Versed in 8x8 Virtual Office program and practices.

 Scheduled technicians to meet repair service appointments, assisting with daily work routines Maintained a safe and clean service environment, while maintaining all equipment and the facility with minimal capital outlay  Maintained customer relations to ensure long term growth in sales and profits and retained customer satisfaction by ensuring the delivery of quality work Maintained purchasing accounts and met budget objectives Provided cost estimates for auto repair, tire sales, repairs and associated sales  Exceeded goals in the area of sales units by 25% Increased customer base by 10%

 Directly supervising store managers. Conducting daily sales calls with store managers. Regularly performing on-site visits of all stores within a district. Promoting the business as effectively and efficiently as possible. Identifying new cross district opportunities. Aligning district strategies with budgets. Travelling long distances to meet customers and visit outlying stores. Rolling out national, district and local marketing programs.  Making sure that all staff are aware of their personal goals and the company wide goals. Helping individuals with disabilities to perform the essential functions of their job. Delegating appropriate work duties to team members. Attending monthly board meetings. Coaching and developing future sales managers. Attending new store launches. Completing all required reports in a timely manner.

 Managed a staff of 65 technicians, sales persons, and managers including hiring, training and directing. Pioneered and managed several company pilot programs in order to adjust before releasing for company-wide rollout. Designed, created, and perfected a structured Boot Camp to effectively develop and cultivate top notch performers which produced sales results exceeded forecasted budget expectations. Responsible for on-going operational performance as reflected in monthly profit and loss statements. Consistently exceeded forecasted profit and productivity expectations by over 200% quarterly Increased productivity by cross training staff in order to control payroll while accomplishing task in efficient expeditious manner. Developed sales programs and customer best practices that invite the client into the service experience