Implementation Specialist

• Jan 2020 - Present

Training Automotive Dealership Parts and Service personnel how to use CDK software applications. Training Automotive Dealership Parts and Service personnel how to use CDK software applications.

Service Manager

• Jun 2018 - Dec 2019

Assistant Service Manager

• 2017 - 2018

Assistant Manager at a After Market Auto Repair and Towing Company. Assistant Manager at a After Market Auto Repair and Towing Company.

Service Manager

• 2015 - 2017

Service Manager at a Chevrolet Dealership Service Manager at a Chevrolet Dealership

Assistant Service Manager

• Oct 2013 - Mar 2015

Assistant Service Manager-Service Advisor for International Autos. The Dealership changed names but the same great people are working here. Learning Honda Service currently. Assistant Service Manager-Service Advisor for International Autos. The Dealership changed names but the same great people are working here. Learning Honda Service currently.

Service Director

• Apr 2012 - Oct 2013

Coordinate operations and service delivery for the Service Department. Monitor and evaluate repair orders on a daily basis, checking for correctness and compliance with Wisconsin state requirements. Provide subject matter expertise to personnel in resolving difficult repair issues. Establish customer appointments. Track rental car inventory and maintenance. Guide team members in appropriately handling paperwork and billing. Ensure staff training in alignment with each of the 5 manufacturers requirements. Address and resolve any customer complaints or issues. Drive customer service improvements, leveraging customer service index (CSI) surveys to determine performance. Collaborate with employees to improve the customer experience. Manage profit & loss, including ensuring accuracy of all charges. Maintain relationships with third-party vendors. Recruit and train personnel. Show less

Parts and Service Director

• Apr 2011 - Apr 2012

Oversaw daily operations of the Parts and Service Departments. Reviewed repaired orders and parts counter tickets on a daily basis ensuring proper procedures were followed. Manage profit and loss for both departments. Worked with staff to maintain a proper customer service index guaranteeing customer were provided with the best possible experience while having their vehicle serviced. Maintained training for all techs, parts counter personnel, warranty administrator, service advisers and cashiers. Handled customer issues and resolved them to the best win win situation as possible. Oversaw weekly advertising in the local newspaper and coupons. Show less

Dispatcher-Second Shift Service Manager

• Oct 2009 - Apr 2011

Supervised the Service Department, including managing customer relations and appointment scheduling. Assigned repair orders to team members based on qualifications, customer needs, and optimal turnaround time. Reviewed completed repairs to make warranty and payment determinations. Handled all aspects of billing for repair orders. Investigated and resolved all complaints reported on shift. Supervised the Service Department, including managing customer relations and appointment scheduling. Assigned repair orders to team members based on qualifications, customer needs, and optimal turnaround time. Reviewed completed repairs to make warranty and payment determinations. Handled all aspects of billing for repair orders. Investigated and resolved all complaints reported on shift.

Parts and Service Director

• Nov 2008 - Oct 2009

Oversaw daily repair operations, spanning everything from repair order reviews to quality and accuracy checks, customer service, appointment scheduling, troubleshooting and billing. Identified and corrected mistakes, including resolving customer issues. Trained and mentored personnel on repair standards and resolution of difficult problems. Managed vendor and partner relationships. Ensured a focus on quality and customer service, including formulating strategic customer experience plans based on customer service index surveys. Administered profit & loss. Prepared advertising and marketing materials. Show less

Service Manager-Volkswagen/Mazda/BMW

• Mar 2000 - Nov 2008

Coordinated the Service Department, guiding technicians in completing repair orders and providing excellent customer service. Maintained accuracy and quality in all areas of repair operations, billing, profit & loss, and customer support. Handled customer complaints and issue resolution. Improved the customer experience by guiding performance growth based on customer service index survey. Coordinated the Service Department, guiding technicians in completing repair orders and providing excellent customer service. Maintained accuracy and quality in all areas of repair operations, billing, profit & loss, and customer support. Handled customer complaints and issue resolution. Improved the customer experience by guiding performance growth based on customer service index survey.