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I was brought on board at Round Rock Hyundai with the specific goal of turning around an underperforming team and enhancing overall operational efficiency. From day one, I focused on building a cohesive, motivated team and implementing strategic processes to drive significant improvements in performance and profitability.During my tenure, I managed over 60 employees, both in direct customer-facing roles and remotely overseeing call center staff. I prioritized hands-on leadership and frequent feedback, creating a collaborative and high-performing work environment. One of my proudest achievements was increasing the dealership’s gross profit from $250,000 to $680,000 within just eight months. This turnaround was the result of meticulous process improvements and a strong focus on customer service.I also played a crucial role in reducing the employee turnover rate from 86% to 14% by developing comprehensive training programs and fostering a positive workplace culture. This not only improved team stability but also enhanced overall service quality. Additionally, I led the successful rollout and implementation of MyKaarma, which became a banner case for the product’s positive impact on operational efficiency and customer satisfaction.My strategic planning and execution skills were evident as I developed and executed data-driven marketing campaigns that resulted in a 50% increase in retail gross profit. Collaborating closely with senior management, I ensured that our long-term strategic plans were aligned with the dealership’s business objectives.

As the Service Manager at MINI of Austin, my main responsibilities included ensuring customer satisfaction, improving operational efficiency, and increasing revenue within the service department. I focused on strategic leadership, innovative solutions, and prioritizing customer care.I led a team of 35 service professionals, providing guidance, support, and regular feedback to maintain high performance and drive ongoing improvement. I also implemented training programs that enhanced the team's skills and service quality. BMW/MINI USA acknowledged my efforts, as I ranked among the top 5 Service Managers nationwide in 2018, 2019, and 2021 for year-over-year gross profit growth, customer service index, and customer retention.I placed a strong emphasis on enhancing customer service and introducing and executing initiatives that resulted in a significant increase in customer satisfaction scores. I ensured that MINI of Austin consistently met and surpassed customer expectations by providing personalized, high-quality service and building lasting customer relationships.My role required a balance of strategic planning and hands-on management. I set clear performance goals and metrics for the team, regularly monitored and analyzed data to drive ongoing improvement, and implemented performance incentive programs to motivate and reward top performers.I focused on creating a positive and engaging work environment, which resulted in a significant reduction in employee turnover. Through mentorship and coaching, I ensured that team members continuously developed their skills and felt valued within the organization.