Experience

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  Dynatron Software, Inc.

  • Dallas, Texas, United States

  • Training and Education Coach

    • Mar 2023 - Present
    • Dallas, Texas, United States

    Experienced manager with real-word Service Department experience. I am committed to driving increases in your revenue, customer experiences and the fixed operation processes. After working with service personnel, I follow-up with dealerships to maintain relationships and provide ongoing support and problem resolution. By helping these dealership customers become successful, I will build trust that will further drive services sales. In the end, it's about focusing on process improvement and results.

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  M5 Management Services, Inc.

  • Greater Minneapolis-St. Paul Area

  • Fixed Operations Coach

    • Feb 2019 - Mar 2023
    • Greater Minneapolis-St. Paul Area

    As an Fixed Operations Consultant my primary focus is to establish professional relationships with dealerships and help their businesses become more efficient, effective, and profitable. l work with dealership personnel to identify trouble areas within the service dept. and then use established and proven consulting services , as well as your industry knowledge, to help solve these issues. Once a project is complete, I follow-up with customers to maintain relationships and provide ongoing support and problem resolution. By helping these dealership customers become successful in the different areas of the dealership, I will build trust that will further drive consulting services sales.

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  Burnsville Toyota

  • Burnsville, Mn

  • Fixed Operations Director

    • Mar 2016 - Oct 2018
    • Burnsville, Mn

    •Manage, encourage and train service and parts staff•Supervise, educate and train the Parts and Service Managers to properly manage expenses and gross profit•Help control expenses of both departments while achieving and maintaining a desired gross profit level - this will include personnel, equipment, supplies, etc.•Crafting marketing and advertising strategies to grow our business•Manage the business to industry metrics•Work with senior management to ensure business efficiency•Resolves employees’ concerns promptly and effectively.•Achieves sales, productivity, efficiency, customer satisfaction, and profitability objectives•Track Technician and Service Advisor productivity and encourage positive results•Evaluates employee performance regularly, providing feedback, coaching and counseling, training, and career guidance as necessary; follows disciplinary procedures as needed.•Builds a winning team by recruiting, hiring the right people, evaluating, motivating, and rewarding service department employees.•Develop challenging and achievable performance standards and objectives with employees and implements a performance management process to ensure accomplishment. •Arrange meetings with parts wholesale accounts to ensure that parts relations are up to the customers expected performance level. This will also include the recruitment of new parts accounts, or “cold calling”.•Solicits, encourages, and implements innovative methods/ideas to improve service and performance.•Ensures employees (Parts Advisors, Service Advisors and Technicians) receive ongoing training to gain and continually improve required skills, certifications, and results•Meet with Toyota parts and service reps and understand where we are in regards to warranty claims, parts claims, customer retention levels, etc. •Parts Excellence, Service Excellence, and Customer Relations Excellence awards are to be achieved!

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  Morrie's Brooklyn Park Subaru

  • Service Manager

    • Oct 2015 - Feb 2016

    Lead and grow profitability and CSI ratings of service department. Hire staff, retain customers, control costs, set and achieve objectives.• Manage and train service staff• Reynolds & Reynolds and ADP skilled• CSI Incentive evaluation• Maintain high customer satisfaction standards• Supervision of other Fixed Operations Managers• Controlling expenses• Crafting marketing and advertising strategies• Managing the business to industry metrics• Work with senior management to ensure business efficiency• Work with the manufacturers to maintain a professional relationship

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  BMW of Minnetonka

  • Minnetonka, Mn

  • Service Drive Manager

    • Jul 2010 - Oct 2015
    • Minnetonka, Mn

    Lead and grow profitability and CSI ratings of service department. Hire staff, retain customers, control costs, set and achieve objectives, and oversee maintenance of all service records.• Manage and train service staff• Evaluate and estimate their new and used vehicle service needs• Pursue performance based monthly bonuses• Reynolds & Reynolds• CSI Incentive evaluation• Obtain customer and vehicle data prior to arrival when possible• Greet customers • Maintain high customer satisfaction standards• Schedule service appointments • Write up repair orders • Provide written estimates for labor and parts • Check on progress throughout the day • Close repair orders as appropriate • Controlling expenses• Managing the business to industry metrics• Work with senior management to ensure business efficiency

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  Park Place Dealerships

  • Service Director

    • Apr 2009 - Apr 2010

    Forecast goals and objectives for the department and implement a business plan to meet them. Develop and implement a mutually profitable business environment with all other departments. Prepare and administer an annual operating budget for the service department. Hire, train, motivate, counsel, and monitor the performance of all service department staff. Direct and schedule the activities of all department employees. Provide technical assistance to employees as needed. Conduct meetings with department employees to discuss activities and problems of mutual interest.

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  Maplewood Imports

  • Service Manager

    • Jul 1998 - Feb 2009

    Managed service department to ensure continued growth in parts and labor sales (22 production bays). Implemented quality control procedures to maintain and grow dealership customer base. Administered systems that established the highest customer experience possible without sacrificing labor sales and productivity. Our dealership was consistently ranked by Mercedes-Benz in the top 10 dealers out of 330 in the country in customer service. Identified, improved and maintained Key Performance Indicators (KPI) allowing dealership to become one of the top service departments in the region.

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  White Bear Acura, Subaru & Isuzu

  • Service Director

    • Aug 1996 - Jul 1998

    Responsible for entire Service department operations. Maintained and implemented procedures to ensure customer and employee satisfaction. Restructured service department work flow processes to improve productivity. Implemented a Lateral Support System to achieve the highest levels of production and customer satisfaction. Supervised all manufacturer's warranty processes to ensure prompt reimbursement of warranty claims. Developed and maintained vehicle maintenance pricing quote sheets. Created and installed service marketing plans including mailers and customer events designed to create a loyal customer base. Notable accomplishments:Introduced Lateral Support system that improved productivity. This led to significantly improved customer satisfaction.Initiated and led the restructuring of existing systems. This led to increased technician productivity and efficiency.Achieved high levels of customer satisfaction through targeted marketing materials and improving customer communication.Implemented a variable labor rate ensuring the proper effective labor rate.

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  KLINE MITSUBISHI

  • Service Manger

    • Jun 1991 - Aug 1996

    Responsible for entire Service department operations. Maintained and implemented procedures to ensure customer and employee satisfaction. Restructured service department work flow processes to improve productivity. Implemented a Lateral Support System to achieve the highest levels of production and customer satisfaction. Supervised all manufacturer’s warranty processes to ensure prompt reimbursement of warranty claims. Developed and maintained vehicle maintenance pricing quote sheets. Created and installed service marketing plans including mailers and customer events designed to create a loyal customer base.

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  MORRIES MAZDA

  • Technician Team Leader

    • Jun 1984 - May 1990

    Responsible for the repair and maintenance of customer vehicles and managing team of 3 technicians.