Scouted, interviewed, hired, and trained high-level associates as well as supervised a team of Service Writers, Technicians, a Parts Manager, a Shop Foreman, and several support staff members. Developed and implemented employee "playbooks" for each position, outlining clear roles and responsibilities for each team member. Assisted the owner in business acquisitions, calculating forecasts, and reporting progress on a daily basis. Identified potential profit margin compressions by monitoring several KPIs daily and conducted work-in-progress and accounts receivable reviews daily. Developed marketing campaigns to increase our customer base and revenue. Created a company Technician Apprentice program and structured pay plans and performance evaluations to incentivize and reward top-performing employees. As a result of my efforts, gross profit increased by approximately 30% year-over-year in the first three quarters of my employment, and by another 29% in the second three quarters.

Led a team of 35 employees, including Managers, Service Writers, Technicians, and various support staff. Interviewed, hired, and trained new employees to ensure that we have a talented and cohesive team.Presented wins and opportunities to the company owners and Vice Presidents, accurately reported forecasts and budgets on a monthly basis. Monitored frozen assets and accounting records to ensure meeting financial goals and operated in compliance with company policies and regulations. Maintained high levels of customer service during the Covid-19 pandemic as well as a complete dealership re-construction, and was able to increase customer-pay gross profit percentages by over 15% year-over-year, leading to improved financial performance for the company. My success in this role was recognized, and I was promoted from Manager to Service Director within just four months.

Supported the Service Manager in overseeing automotive service operations including daily KPI reviews, supervising the activities of automotive service technicians, and facilitating the process for repairs. Presented prices and conducted negotiations, maintaining accurate record keeping and documentation. Quick to respond to customer complaints and issues to resolve concerns, and assigned and scheduled work duties to service staff. Followed up with customers to obtain feedback and ensure their satisfaction with received services.

Quickly established trust with customers and provided them with a buying experience by understanding their desires and needs for their next vehicle. Built and maintained rapport with customers by exceeding their expectations, resulting in customer satisfaction scores far beyond the national average and established myself as a consistent top performer in overall volume and profit per unit sold. By building value in the product and addressing any objections, I was able to close deals quickly and efficiently.

Packed personnel and cargo parachutes while strictly following technical manuals and participating in Airborne Operations, including exiting various types of aircraft while in flight. I was promoted to the rank of Sergeant at the minimum time-in-service requirements. During my overseas deployment, I was personally responsible for managing valuable equipment worth several hundred thousand dollars. Effectively supervised a 5-man fire team and led an 11-man squad in the absence of the Squad Leader.