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Skills

  • Scheduling system implementation
  • Administrative support
  • Customer loyalty program design
  • Audit Compliance Improvement
  • CCTV
  • Communications
  • Insurance billing
  • KPI Dashboard Creation
  • Customer dispute resolution
  • Team building

Work Experiences

  • Closed 9 high-value negotiations with fleet customers.
  • As a senior manager, implemented staff performance metrics that resulted in a 38% overall improvement in team output within 6 months.
  • Achieved a 23% improvement in customer satisfaction scores.
  • Coached Service Advisors on customer communication techniques.
  • Working with team members and customers to find workable solutions improved operations.
  • Learned team leadership and data analysis to help with office needs.
  • Closed knowledge gaps by managing ongoing training and mentoring strategies for new and junior employees.
  • Collaborated with cross-functional teams.
  • Assisted in the creation of initiative procedures.
  • Achieved faster productivity.

Summaries

  • Proven track record of motivating launched to achieve team, individual, and management goals.
  • Ability to recognize process issues and integrate category solutions to achieve standard.
  • Achieved 29% reduction in service call-backs.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Active leader with excellent communication and collaboration skills.
  • PMP certified
  • Looking forward to taking on a new challenge with a successful team.
  • Achieved a 56% reduction in workplace accidents by facilitating comprehensive safety workshops and upholding high safety standards across service teams.
  • Communicative and team-oriented, with Workday expertise.
  • Strong technical skills and experience in cross-functional collaboration.

Accomplishments

  • Introduced a customer follow-up process post-service, leading to a 85% increase in positive customer feedback.
  • Saved $10 in labor costs by introducing a technician job assignment and tracking system via Workday.
  • Implemented a predictive maintenance program reducing vehicle breakdowns by 38% within several months.
  • Spearheaded team training in OSHA, achieving President's Club for the highest service standards in Portland.
  • Achieved a framework first-time fix rate by standardizing processes and implementing a technician training program.
  • Negotiated vendor contracts annually, achieving a 80% reduction in parts costs while improving service quality.
  • Developed a performance-based technician scheduling system, allowing completion of 3 additional services per day.
  • Identified areas to decrease warranty fraud by enforcing a strict pre-service inspection checklist, saving $5 annually.
  • Led cross-functional initiatives to introduce new service offerings, resulting in a 28% increase in service revenue year over year.
  • Enhanced efficiency by reorganizing technician workstations, leading to a 70% reduction in service cycle times.

Affiliations

  • Completed 5 professional development units (PDUs) in service operations optimization through the Automotive Education and Training Network (AETN).
  • Certified Coach in Service Department Effectiveness through the Leadership Development Institute, completed in 2015.
  • Member of the International Automotive Service Leadership Forum focusing on customer satisfaction score improvement and dispute resolution.
  • Participant in the Automotive Fixed Operations Excellence Summit (AFOS) in 2023, where ideas on improving service profitability are exchanged.
  • Received professional certification from the International Automotive Technicians Network (iATN) for advancements in service department management.
  • Affiliated with the Fixed Operations Manager Network, enhancing my knowledge in service lane optimization and management.
  • Collaborated with the Customer Experience Professionals Association (CXPA) to implement new strategies for increasing first-time fix rates by 35%.
  • Participant in the annual Automotive Service Excellence (Portland) Conference to align with the latest industry standards and compliance requirements.
  • Joined the Automotive Technician Coaching Alliance (ATCA) to further hone technical staff coaching practices and methodologies.
  • Leading workshop sessions at the Regional Automotive Service Leadership Conference (2023), focusing on service process standardization.

Certifications

  • Automotive Parts Specialist (APS) Certification - ASE
  • CompTIA Network+
  • Cisco Certified Internetwork Expert (CCIE)
  • Automotive Dealership Service Management Certification by Harbor & Co.
  • Association for Project Management (APM)
  • Advanced Data Analytics for Automotive Service Managers Certification
  • CompTIA A+ Technician
  • Predictive Automotive Maintenance & Analytics Skills - PAMA Training
  • Microsoft Certified Systems Engineer (MCSE)
  • OEM-Specific Training (Ford, General Motors, Toyota, etc.)

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