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Skills

  • Customer Retention Improvement
  • Vendor relationship management
  • Negotiation skills (e.g., with vendors, customers)
  • Problem resolution
  • Audit Compliance Improvement
  • MS Office
  • Reduction of parts waiting time
  • KPI Dashboard Creation
  • Customer service
  • Intake process streamlining

Work Experiences

  • Was in charge of all tasks delegated to me, including risk assessment and budget management.
  • Closed 5 high-value negotiations with fleet customers, increased total revenue from fleet services by 24%.
  • Kept track of employee productivity and used strategic approaches to improve performance.
  • Collaborated closely with the parts department to reduce service delays, cutting parts waiting time by 32%.
  • Achieved faster productivity.
  • Assisted in the creation of initiative procedures.
  • Asana was delivered to customer locations by me.
  • Increased customer satisfaction by implementing a new motivational initiative for team members.
  • Assessed and introduced improvements in safety protocols that reduced liability costs by $13/year.
  • Collaborated with the parts department.

Summaries

  • Achieved a 84% improvement in service throughput.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Strategic thinker with expertise in workflow optimization.
  • Achieved greater operational efficiency in high-volume service environments.
  • Achieved 29% reduction in service call-backs.
  • Achieved 37% reduction in rejected claims.
  • Adept at balancing customer satisfaction and operational metrics.
  • Proven track record of motivating launched to achieve team, individual, and management goals.
  • Proficient in promoting category by leveraging quality assurance and vendor management knowledge.
  • Adaptable and motivated, with a strong work ethic and the ability to thrive in either a team-based or individually motivated environment.

Accomplishments

  • Spearheaded team training in OSHA, achieving President's Club for the highest service standards in Portland.
  • Implemented a predictive maintenance program reducing vehicle breakdowns by 38% within several months.
  • Boosted service lane productivity by 32% through streamlining technician job assignments using Power BI.
  • Coordinated multi-departmental efforts to pilot a 'quick response lane,’ cutting customer wait times by 16 minutes.
  • Increased service department revenue by 48% after launching targeted preventive maintenance programs.
  • Designed a service campaign that generated $16 in additional revenue and improved customer engagement by 38%.
  • Identified areas to decrease warranty fraud by enforcing a strict pre-service inspection checklist, saving $5 annually.
  • Collaborated with marketing to introduce service specials tied to customer service history, generating $13 in monthly incremental revenue.
  • Created detailed monthly performance reports that identified bottlenecks, leading to a 72% improvement in repair completions per hour.
  • Enhanced efficiency by reorganizing technician workstations, leading to a 70% reduction in service cycle times.

Affiliations

  • Completed 12 continuous education credits related to automotive service and repair from the North American Council of Automotive Professionals (NACAP).
  • Involved in periodic certified training by the National Auto Dealers Association (NADA), tailored to service optimization and technician performance.
  • Certified Coach in Service Department Effectiveness through the Leadership Development Institute, completed in 2015.
  • Certified Service Consultant through the ASE Service Consultant Certification (ITIL) program, obtained in 2015.
  • Certified in customer satisfaction consulting by the Institute of Customer Service, received in 2024.
  • Member of the National Institute for Automotive Service Excellence (ASE) since 2021.
  • Participant in the annual Automotive Service Excellence (Portland) Conference to align with the latest industry standards and compliance requirements.
  • Enrolled in I-CAR’s Professional Development Program, completing 17 training courses related to service management and collision repair.
  • Active participant in the quarterly meetings of the National Association of Fleet Administrators (NAFA), with a focus on service lane management.
  • Active participant in monthly workshops hosted by the National Automotive Technicians Education Foundation (NATEF) for ongoing professional development.

Certifications

  • Automotive Dealership Institute (ADI) Service Management Certification
  • Cisco Certified Network Associate (CCNA)
  • CompTIA Security+
  • Leadership in Automotive Service Environments - Harbor & Co.
  • Master Automotive Service Advisor Certification - ASE
  • Automotive Customer Relations Certificate
  • I-CAR Gold Class Professional Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Lean Six Sigma Green Belt in Service Processes
  • American Academy of Financial Management (AAFM)

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