Owner

• May 2022 - Present

National Fixed Operations Trainer

• Jan 2021 - Dec 2022

Service Director

• 2017 - 2019

Responsible for managing service level agreements with customers for a dealership that was underperforming in KPI’s. Assigned tasks to technicians throughout each workday based on SLAs, technician availability, and the technician's skills. Acquired, trained, managed and developed employees, as well as serving as the main contact with factory representatives. Controlled costs within the department and contributed to marketing plans. Kept detailed service and inventory records. Managed five direct and 50 indirect reports. Contributed to P&L for $8 million in gross profit. • Grow Customer Pay business by 32% YOY and added an additional $840,000 in gross profit. • Limit expose to warranty charge back from excess of $300,000 to $75,000 • Took. Set and communicated those goals to the team. Aggressively started a re-market program to capture defected customers. Customer Pay business grew by 32%

Service Director

• 2015 - 2017

Maintained a service customer follow up system that encouraged repeat and referral business and contributed to customer satisfaction. Hired and supervised all service department personnel, as well as monitored their performance. Created goals and objectives for the department, including an annual operating budget, and a plan to promote new business. Maintained a high Customer Service Index (CSI) rating by handling customer complaints immediately and appropriately. • By improving employee engagement and reducing turnover, enhanced customer relationships to a trusting environment which increased spend. Doubled retail gross profit within 18 months, adding an additional $300,000. • Lowered employee turnover from 350% to 20%.

Service Director

• 2012 - 2015

Evaluated key metrics to gauge the quality of customer service, developed client-retention programs and resolved customer issues. Implemented training sessions for personnel and formulated customer service procedures. Generated revenue while maintaining OSHA standards and corporate safety program. Controlled expenses while generating employee and customer satisfaction. Managed four direct and 65 indirect reports. Contributed to P&L for $6 million in gross profit. • Identified cost savings opportunities within policy payouts, creating new productive roles, and re-marketing to lost customers resulting in $500,000 annually to the P&L. • Maintained Best of Class JD Power scores and led the team to #1 ranking in the District.

Service Director

• 2009 - 2012

Managed customer relationships and frequently served as a liaison between technicians and customers. Selected, coached, led, trained and supervised vehicle technicians while assisting with the purchase of parts, materials and equipment. Supported $18 million in annual sales with 100 employees. Assigned and scheduled work duties to service staff according to individual skill level. Met all automotive service needs of customer. Maintained compliance with quality standards. Developed customer satisfaction and retention initiatives. • Although dealership started with a capital investment of $1.5 million, winning multiple JDPower awards earned priority on new model inventory allowing the dealer to be #1 in new vehicle sales. • Performance improvement supported successful sale of the dealership for $12.5 million within 3 years. (8.3 X’s ROI)