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Skills

  • Staff management
  • Customer service excellence
  • Equipment maintenance and troubleshooting
  • Customer retention programs
  • Resource optimization
  • Relationship development
  • Problem resolution
  • Team building
  • Creative merchandising
  • Customer satisfaction improvement

Work Experiences

  • Enhanced and redefined organizational structure to maintain the company's competitive edge across territories.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Created process and category reports on a regular basis to evaluate performance, adjust strategies, and keep operations agile and sustainable.
  • Planned marketing initiatives and tapped into my referral network to promote business development.
  • Conducted supplier risk management assessments in order to evaluate the method program for senior management's planning purposes.
  • Achieved 62% higher service quality.
  • Was in charge of global product development and partner relationships, which allowed the company to expand its footprint into new markets.
  • Assessed suppliers in order to assess delivery quality, timeliness, and compliance, maintain tight cost controls, and maximize business operational efficiency.
  • Taught Car Wash Managers and Car Wash Managers effective customer service techniques, resulting in a 2% increase in client satisfaction.
  • Devised, implemented, and tracked processes to improve long-term business success and profit margins by 3%.

Summaries

  • Mentoring and challenging team members to meet and exceed company goals is something I'm passionate about.
  • Expertise in technology and product development.
  • Demonstrated ability to develop and manage exceptional teams in order to meet and exceed challenging goals.
  • Effective problem-solver and leader who excels at streamlining operations to reduce costs and improve organizational efficiency.
  • Collaborative, with a commitment to collaborating with coworkers to foster an engaged, empowering work environment.
  • With forward-thinking leadership, proven skills in increasing productivity, efficiency, and bottom-line profits.
  • Car Wash Manager who is proactive and meticulous, with over 17 years of experience in the method industry.
  • Motivated process manager with a track record of best practices and operations in the Miscellaneous.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Entrepreneur and executive-level business manager with experience running start-up and emerging companies.

Accomplishments

  • Increased overall customer ratings on social media platforms by 41% through enhanced service delivery and promotional efforts.
  • Boosted employee engagement and productivity by introducing a performance-based rewards system, driving a 51% increase in service delivery times.
  • Organized and led employee refresher training programs, achieving a 71% increase in service quality metrics within 7 months.
  • Developed a customer feedback platform, leading to a 79% increase in customer satisfaction and actionable insights within 13 months.
  • Monitored facility maintenance needs, reducing equipment downtime by 43% and cutting repair costs by $9 annually.
  • Piloted a fleet service program for local businesses, leading to a 9% increase in vehicle throughput and additional recurring revenue contracts.
  • Implemented system upgrades for automated payment kiosks, decreasing transaction wait times by 31% and improving customer experience.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Trained and supervised a team of 16 car wash technicians, maintaining a 70% staff retention rate over 2020.
  • Collaborated with team of 8 in the development of system.

Affiliations

  • Society of Women Engineers
  • International Association of Administrative Professionals
  • Rotary International
  • International Car Wash Association (ICA)
  • The Automotive Maintenance and Repair Association (AMRA)
  • Customer Service Institute of America (CSIA) – Training on Complaint Resolution
  • Toastmasters
  • Environmental Protection Agency (EPA) Workshops on Compliance
  • American Society of Safety Professionals
  • Green Business Certification Inc. (GBCI) – Environmental Compliance Training

Certifications

  • Certified Maintenance & Reliability Professional (CMRP, Ironclad Systems, 2015)
  • Workforce Development and Management Certification - Lakeside Partners, 2022
  • Business Operations Fundamentals for Car Wash Industry - Cedar Works, 2021
  • Customer Service Excellence Certification - Harbor & Co., 2018
  • ServSafe
  • SHRM Certified Professional (SHRM-CP)
  • Hazardous Waste Operations and Emergency Response (HAZWOPER) - Ironclad Systems - 2015
  • Certified Public Accountant
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Automotive Detail Specialist - Beacon Labs, 2022

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