• Fixed Operations Trainer• Trained Service and Parts Managers and Consultants• Interactive Led Training (ILT) involved the following:o Developing Service Processeso Marketing & Merchandisingo Service & Parts Financial Managemento Service Productivity Improvemento Customer Focused Service Consultingo Advanced Communications Techniqueso Service and Parts Selling Skills• Interactive Distance Learning (IDL) involved the following:o Full Circle Inspection Process for Consultants, Managers and Technicianso First & Next Appointmento Full Circle Inspection Worksheet• In Dealership Training with Mazda focus dealers• Full Circle Walk Around Training• Customer Arrival and Write up Training• Sales to Service Handoff/Introduction Training Sales, Service and Parts Staff• X-Time Appointment System set up and Training of Service Consultants and Staff• In Dealership Training of 27 Service Consultants resulted in a CX-360 score improvement of 9 points overall• Assisted with Development and Launch of CX-360

Manage Service Drive, Write up Service, Manage Lot Porters, Manage Service Advisors. Selling Service, Advising guest of needed service, creating an exceptional guest experience. Helping to increase gross profit, technician hours, providing walk around training and improving Customer Satisfaction Index (CSI). It's great to be back at Acura

May 2009 started as Nissan Service Manager with successful growth, expense control and customer satisfaction until 2010. The request was made and accepted in 2010 to become the Service Director, which involved both Nissan Service and Chrysler, Jeep, Dodge Service. On a daily basis I was dealing with Customer concerns, writing and selling service, dealing with technicians, service advisors, parts departments, lot porters, customer retention and advertising. This involves monitoring and managing shop hours, clock hours, department expenses and gross profit, addressing and resolving customer concerns. This is just a sample of the different things that are done as a service manager daily, weekly and monthly. During this time frame I was able to increase Nissan Customer Pay Gross Profit 30%, by implementing service drive processes which included meet & greet, walk around, follow up and overall customer satisfaction.

Write Service, Manage Customer Satisfaction Index (CSI), Training, Advertising, Manage Expenses, Manage Technicians & Service Advisors, Payroll, Warranty Administrator and provide support to all employees in whatever area needed. Did anything needed to get the job done and make an excellent experience for the customers and employees.

Write Service, sell needed repairs and services to customers, up sell, establish relationship with customers, provided exceptional service experience to customers, follow up, communicate with technicians and customers. Did what ever needed to take care of customers each and every time.