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Skills

  • Business operations
  • First Aid/CPR
  • Business Development
  • Process optimization
  • Customer satisfaction improvement programs
  • Team management
  • Organization
  • Employee scheduling
  • Project development
  • Relationship development

Work Experiences

  • Achieved 15% growth in repair orders.
  • Employees were delegated procedure daily tasks, which streamlined daily progress and efficiency.
  • Dealt with difficult customers and clients in order to help lower-level employees and provide excellent customer service.
  • Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
  • By evaluating the effectiveness of standard and category projects, I was able to increase profits.
  • Achieved Excellence Award for employee engagement in 2022.
  • Increased revenue while also effectively targeting new markets by executing risk assessment and stakeholder engagement.
  • Created and implemented a high-quality work environment that was measured by employee satisfaction.
  • Trained, coached, and mentored staff to ensure that the new framework program was implemented smoothly.
  • Researched current trends in order to add new merchandise to the product line and increase sales revenue $18.

Summaries

  • A results-oriented planner who excels at forming and retaining high-performing teams.
  • Achieved 21% reduction in stock outages.
  • With 6 years of customer service experience, Corporate Director of Fixed Operations is insightful.
  • Dedicated to providing excellent metric services and efficient conflict resolution.
  • With 9 years of experience planning, leading, and improving risk assessment functions, I am an enthusiastic leader.
  • A pleasant personality and a customer-focused background, as well as knowledge of client relations.
  • Expertise in technology and product development.
  • Results-driven, decisive leader who knows how to build profitable relationships with key partners, vendors, and clients.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Adaptable and deadline-driven, with the ability to manage and complete multiple projects in high-stress situations.

Accomplishments

  • Spearheaded the launch of AI-powered diagnostic tools in 11 locations, decreasing issue resolution time by 57%.
  • Orchestrated a multi-location expansion strategy, leading to the successful placement of 8 new sites with 82% profitability within 18 months.
  • Implemented a digital repair order tracking system, reducing administrative errors by 21% and improving order completion times.
  • Introduced a district-wide technician apprenticeship program that improved recruitment efforts and filled 16 critical positions in one year.
  • Developed a scalable customer follow-up process, improving satisfaction scores by 43% across Portland.
  • Managed a department-wide digital transformation, incorporating predictive maintenance software and achieving a 38% decrease in downtime.
  • Reduced customer complaints by 44% by developing a customer-first service tracking model that improved communication and transparency.
  • Promoted aftermarket service bundles, increasing cross-sell ratios by 78% and generating additional revenue of $13 over two years.
  • Reduced inventory turnover time by 28% through a process overhaul and system integration with real-time tracking technology.
  • Redesigned the service scheduling approach by using an automated routing system, improving technician productivity by 44% per day.

Affiliations

  • Association for Computing Machinery
  • Society of Customer Experience Professionals - Automotive Division
  • Lions Club
  • Dealership Leadership Development Academy
  • Automotive Service Association (ASA)
  • Automotive Information Sharing and Analysis Organization (Auto-ISAC)
  • National Automotive Dealers Association (NADA)
  • National Association of Fleet Administrators (NAFA)
  • National Association of Social Workers
  • Dealership Innovation and Fixed Ops Events (Various Locations)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Network Professional (CCNP) - Enterprise
  • ASE Blue Seal of Excellence Retailer Award
  • Certified Management Accountant (CMA) – framework
  • Salesforce Certified Administrator in Automotive Vertical
  • Service Manager Certified (SMC) – Meridian
  • Certified Automotive Fleet Manager (CAFM) – Cedar Works
  • I-CAR Gold Class Professional Certification
  • Certified Kaizen Professional (CKP) – system
  • Cisco Certified Network Associate (CCNA)

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