Service Manager Chadstone Toyota

• Apr 2021 - Present

After Sales - Body Shop Manager

• Jan 2009 - Apr 2021

Manage all After Sales Dealer Business areas including Service,Body Shop Operations and Pre Delivery and Used Car reconditioning.Focus on strong Customer retention.Achieve and set monthly Sales and labour targets and budgeting.Dealing with existing and new vendors to improve Customer serviceability. Auditing of Toyota Kaizen Process. Achievements: • Ensure an ongoing high level of Customer Satisfaction, Retention and Business Development. • Showcasing Leadership and Personnel Management Skills and building strategic workplace relationships. • Actively handle Service Operations (Retail, Warranty and Internal jobs) • Achieve budgeted Targets on Net Sales, Gross Margin and Net profit set are achieved • Achieving Total Gross Profit revenue of $200,000 per month in Body Shop and $500,000 per month in Service Operations. • Achieved No.1 in CSI ratings (92%) in Service Department for Southern Region of Victoria State, Australia. • Ensure Safe Work Environment and Quality Control. Maintain safety standards adhered to; adequate tools and equipment; as well as clean premises and surrounds. • Ensure that all staff are correctly trained, familiar with, and apply Quality Assurance Systems • Jobs to comply with Toyota Motor Corporation regulations. • Implementing Toyota Production System for continuous and faster rate of work. • Liaison with Toyota Warranty Systems and Procedures. • Working on SAP 4.0, an automated computerized system to ensure faster and systematic support to the work environment and process warranty claims. • Liaison/Follow up Insurance quotes, invoicing with Insurance companies • Played a major role to implement TSM Basic Foundation Certification for Body Shop and implementing SOP for all operations from reception to post repair follow up. Effectively implemented Change Management techniques using the principles of Kaizen • Audit and Evaluation of the Body Shop and Service Departments for Kaizen practices of TSM Mandatory requirements every month

Acting Service Manager

• May 2002 - Nov 2008

• Maintain a high level of motivation and morale in the team and ensure development of the staff, to achieve high level of employee satisfaction and thereby high productivity and customer satisfaction. • Optimum use of Personnel and facilities resources. • Daily Analysis of KPI and monitor labour, parts to workshop sale and additional After Market Product sales • Stand in for Service Manager in his absence for continuity of workshop operations. • Ensure an ongoing high level of customer satisfaction, customer retention and business development. • Ensure customer’s vehicles are received efficiently and in a professional manner and to assure the customer that the vehicle is in safe hands. • Ensure effective personal and telephonic communication with customers with regards to approvals and negotiations. • Ensure all staff trainings are identified and organised in line with job specific requirements. • Audit and Evaluation of the dealership for Kaizen practices of TSM Mandatory requirements every month. • Assisting Sales Executives to help educate customers about the product features and usage of new technologies like Blue tooth, Navigation systems, DVD’s and 4x4 operations. • Management of Credit Control of outstanding Invoices of fleet customers. • Assist Service Manager in setting up Budget and sales figures for labour sales.

Service Advisor

• Jun 2000 - May 2002