• Manage an efficient/profitable Service & Parts Department; set and achieve 99% financial objectives; maintain accurate records; develop, initiate, monitor, and provide guidance in achieving/surpassing sales goals; manage expenses and cost control to maximize profits; coordinate quarterly specials with different manufacturers regarding maintenance needs and synchronizing these specials with the national advertising• Provide superior customer service for approximately 120-daily, 700-weekly, and 3,000-monthly customers; Work In Progress (WIP) towards a high Customer Service Index (CSI) goal; build/maintain customer loyalty and enthusiasm; hire, train, guide, 80 personnel in department operations/sales and how-to provide excellent customer service/satisfaction; motivate personnel to reach and/or exceed sales goals and monitor performance; act as a liaison between customer, dealership, and factory representative• Courteous and positive with an ethical approach in addressing/resolving customer concerns according to dealership guidelines; reviews and correctly processes warranty claims; ensure high-quality service repairs to minimize comebacks; conduct periodic Work-Order Quality Assurance (QA) audits; knowledge of OSHA standards and regulations; eagerly assist during peak operating hours to maintain smooth operationsYEARLY CERTIFICATION TRAINING: Ford, Hyundai, Volkswagen Service ManagerSOFTWARE KNOWLEDGE: Automotive Dealership: Reynolds and Reynolds®, ADP®, UCI®

• Managed and trained over 200 employees; managed daily operations of 6 franchises, plus 3 Body Shops with Direct Repair Programs; managed multiple dealerships in 6 locations: Arcadia, Belleglades, Clearwater, North Miami, Sarasota, and Winter Park selling Cadillac, Pontiac, Buick, GMC, Chevrolet, Chrysler, Jeep, and Dodge vehicles; expert knowledge of General Motors and Chrysler warranty claims and process• Developed a strategic marketing plan focused on increasing sales volume by 10%, expanding market penetration, rebuilding brand name, and improving CSI; increased labor rate dollars per repair order and hours per repair order• Managed and ensured Service Technicians completed required training for manufacturers certification; recruited, hired, and motivated staff; evaluated and offered guidance to improve overall personnel performance; created a work environment of trust, respect, and adherence to ethical business standards

• Developed department operating procedures, performance, and equipment standards for handling operations; re-engineered to improve operations in the management structure and sales process• Developed new marketing strategies that increased sales by 10% and raised CSI; boosted productivity and revamped the overall appearance and workflow of the Service Department• Hired, scheduled, and monitored training for: Service Technicians, Service Advisors, Parts Manager, Parts and Body Shop personnel (total of 40); scheduled and created an efficient workflow; expert knowledge of General Motors warranty claims and process

• Won the coveted Kundendienst Award twice in a row for exemplifying the highest level of customer satisfaction and service; recognized by Mercedes-Benz for reducing Key Performance Indicator (KPI); increased labor rate dollars per repair order and hours per repair order• Collaborated in the construction and workflow plans for the new Service Department building, selected all equipment for new facility; trained 35 personnel; expert knowledge of warranty claims and process, reviewed all warranty repairs and confirmed compliance to factory policies• Managed Pre-Delivery Inspection (PDI) of new and pre-owned vehicles to ensure on-time customer deliveries; created advertising and promotional programs that increased sales by 7%; courteously addressed and resolved customer concerns, or complaints to ensure complete customer satisfaction

• Increased revenue by 10%, exceeded service and sales forecast objectives through aggressive target market campaigns; implemented a Lateral Support Team System which significantly increased gross profits; minimized expenses through efficient process management; conducted contract negotiations with Local Union• Maintained a high CSI; reviewed all warranty claims and repair orders for compliance with factory policies; developed operating reports for tracking sales in each department, revised expense structure for cost control• Recruited, hired, trained 40 personnel; motivated staff, evaluated and gave guidance to improve employee performance; created an environment of mutual trust/respect with adherence to ethical business standards; expert product knowledge of Chevrolet, Hyundai, Mazda, Mitsubishi, Nissan and Volkswagen