Experience

Toronto Kia
• Canada
• Retail
• 1 - 100 Employee
• General Manager

  • Dec 2018 - Present


Toronto Honda

• Canada
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• General Manager

  • Dec 2018 - Present

• Fixed Operations Manager

  • Jun 2006 - Present



Toronto Honda and Toronto Kia

• Director Fixed Operations

  • Mar 2013 - Dec 2018

  • Responsible for all facets of our after sales business • Developed innovative marketing programs to lead consistent year on year growth in customer base 11 years straight • Implemented social media marketing strategies to reach new customers through peer network • Invested in workflow technologies to manage more efficient dispatch and routing resulting in work shop efficiency increase of 42% • Initiated advanced multi-point inspection process to leverage multimedia into increased sales per repair order. Resulting average lift of $25 per repair order and increased CSI



Paul Willison Chrysler

• Service Manager

  • Mar 2004 - Jun 2006

  • General Service Manager for a Central Toronto Chrysler Dealership • Under my care, the service department financial fundamentals grew in one fiscal year in the following significant ways: +40 % Average increase in C.P. Labour Sales, C.P. Labour Gross Sales +52%, Total Mechanical Labour Sales +40%, Total Mechanical Gross Profit +52%, Total Department Net Profit +40%, Customer Pay Repair Orders +15%., C.P. Hours /R.O. +60%, Effective Labour Rate +56%, CSI (Customer Service Index) over 10% above national average, and Record Fixed First Visit (low Comebacks) rating and over 12% above national average (recognized as top 3 in CANADA)



CRS Consulting

• India
• Accounting
• 1 - 100 Employee

• Owner

  • Feb 2002 - Mar 2004

  • Independent consultant to the Automotive Retail Industry offering services conducted with various large volume Domestic and Import Automotive Dealerships • Financial and fundamentals analysis • Retail Service Sales Consultation – service menu design, pricing, product strategy • Wrote and delivered Automotive Service Sales Training Seminars (Advisors and Managers), Customer Service Excellence Training • Executive Search Consulting • Customer Marketing and Retention Strategy development consultation: Design of marketing program strategy and system of tracking; writing customized reports to quarry database to compile marketing lists (data-mining); customized database quarry reporting for program tracking • Financial and fundamentals analysis tasks performed: C.P. labour sales analysis of Hours/R.O., $/R.O., C.P. Labour to C.P. Parts sales mix, Effective Labour Rate comparison, C.P. Labour Gross %, Customer Visits Per Year, # of Active C.P. customers, Average vehicle time to return (visits per year), Service Absorption, Customer Attrition Rate, Technician Efficiency rating



ARK (Automotive Retail Knowledge)

• Manager of Customer Relations

  • Apr 2000 - Feb 2002

  • Manager of Customer Solutions for Automotive Division of ARK E-Tail Services, an e-commerce/customer relationship management (CRM) company specializing in the Retail Automotive marketplace • Managed National operations for Automotive Retail Business Development firm. Clients included Canada’s largest car dealership automotive groups • Successfully grew dealership clients Customer Pay service department labour sales an average of 25% • Business development responsibilities included: prospecting of new clients; conducting sales presentations to owners and key management personnel of automotive group executives and Automotive Manufacturers (Toyota); negotiating service contract agreements; designing and implementing customer solutions to satisfy client needs • Client management duties included maximizing program revenue by selling, designing, and implementing additional services • Service support practices included: bi-monthly performance review presentations with key executives; measuring service performance versus targets to identify areas of weakness; developing and implementing resolution strategies to maximize program performance; conducting quarterly service review sessions with clients including detailed cost/benefit analysis and ROI



Teleresources Call Centre Staffing

• South Africa
• Staffing and Recruiting
• 1 - 100 Employee

• Executive Recruiter

  • Nov 1998 - Sep 1999

  Business development sales, client management, and executive recruitment Business development sales, client management, and executive recruitment