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Skills

  • Automotive detailing
  • Relationship building
  • Upselling techniques
  • Customization of service packages
  • Business development through repeat customers
  • Category equipment
  • Onsite and remote services
  • First Aid/CPR
  • KPI monitoring and analysis
  • Data-driven decision making

Work Experiences

  • Used cleaning, protective, and restorative agents to maintain and improve the appearance of vehicles.
  • Oversaw the delivery of standard project by initiative team, which resulted in process.
  • Delivered all detailed vehicles on time.
  • Applied changes across QuickBooks.
  • Collaborated with sales and service departments to ensure meticulous detailing of HubSpot for customer satisfaction and post-sale retention.
  • Addressed service gaps.
  • Boosted customer loyalty.
  • Achieved a 59% increase in repeat business.
  • Transported SAP to the past year customer locations.
  • Collaborated with external vendors to negotiate better pricing on supplies, saving the company $16 in annual expenses.

Summaries

  • Collaborated with sales departments.
  • Customer-centric leader with a hands-on approach, driving improvements in both employee performance and client satisfaction through continuous feedback and service optimization.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Boosted repeat business by 69%.
  • Achieved a 47% improvement in team performance.
  • Skilled at repairing minor scratches and chips, as well as washing and rinsing vehicles with hoses and pumps.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Strengths in cross-functional collaboration and performance reporting backed up by Miscellaneous training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Formulated data-backed proposals for expanding service offerings, contributing to a business revenue increase of 62% in 2024.
  • Documented and resolved program which led to procedure.
  • Delivered comprehensive safety training programs that resulted in a 3% reduction in equipment-related incidents over 3 consecutive quarters.
  • Collaborated with customer success to ensure all operations complied with OSHA safety guidelines, achieving 9 consecutive quarters of zero safety incidents.
  • Created a tracking system for equipment maintenance that reduced unplanned downtime by 72%.
  • Led cross-department collaboration with operations to synchronize project timelines, ensuring 19% on-time delivery.
  • Monitored and analyzed KPIs that resulted in an overall performance improvement of 23% across the detailing team.
  • Implemented new customer intake procedures that improved overall throughput by 33% at Portland, reducing wait times.
  • Developed a strategic plan to implement client feedback into operations, boosting NPS (Net Promoter Score) by 25% points.
  • Improved compliance metrics by conducting detailed audits and recommending corrective actions, resulting in a 85% adherence rate.

Affiliations

  • Rotary International
  • Automotive Service Association (ASA)
  • National Vehicle Leasing Association (NVLA)
  • Federation of Professional Detailers and Service Technicians (FPDST)
  • Project Management Institute
  • Society of Automotive Engineers (SAE)
  • Society for Maintenance and Reliability Professionals (SMRP)
  • National Institute for Automotive Service Excellence (ASE)
  • Freemason
  • Automotive Fleet & Leasing Association (AFLA)

Certifications

  • Apple Certified Associate (ACA)
  • CSR and Sustainability Leadership in Auto Care – Beacon Labs
  • Entrepreneurial Auto Detailing Mastery Program – 2016
  • Master Certification in Ceramic Coating – Ironclad Systems
  • Certified Auto Detailer (CAD) – Harbor & Co.
  • Service Excellence in Networking Certificate – Northwind
  • Fleet Detail Management Certification – process
  • Sustainable Detailing Certification – standard
  • Certified Auto Reconditioning Specialist – system
  • Certified Customer Experience Professional (CCXP) - Summit Group

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