Adrian Bass
Pontiac
Summary
District manager with extensive experience in leading fixed operations and improving customer experiences across various sectors. Skilled in analyzing KPIs and creating tailored action plans that enhance profitability and customer retention. Demonstrated success in coaching dealer leadership to boost service efficiency and uphold customer trust.
Overview
16
16
years of professional experience
1
1
Certification
Work History
District Manager - Parts & Service
MSX International
Southfield
03.2024 - Current
- Accountable for $14.4M+ in 2024-2025 district fixed operations (service & parts) sales, ensuring alignment with GM growth and profitability objectives.
- Consulted and supported 30-40 GM dealerships, enhancing fixed operations performance, PASE execution, customer retention, and profitability.
- Analyze GM KPIs, performance reports, CSI data, and operational metrics; convert findings into clear, dealership-specific action plans aligned with GM standards and business goals.
- Coached dealer leadership on parts inventory optimization and service lane efficiency, increasing throughput and supporting customer satisfaction.
- Partnered with warranty support and zone teams to resolve complex policy and customer escalations, ensuring GM policy compliance and maintaining customer trust.
Supervisor - Chrysler Payment Plan
MSX International
Troy
04.2018 - 03.2024
- Led daily operations for a billing support team handling high-volume customer and dealership inquiries for the Chrysler Payment Plan program.
- Resolved complex billing, reinstatement, cancellation, and escalation issues across multiple enterprise systems with a strong focus on accuracy, compliance, and customer experience.
- Managed multiple priorities and projects simultaneously, ensuring adherence to service level commitments, quality targets, and productivity expectations.
- Trained team members on call handling, problem resolution, and documentation standards, enhancing consistency and quality of customer interactions.
- Supported billing operations for the Chrysler Payment Plan program by executing specific tasks.
OnStar Call Center Representative
Concentrix
Warren
10.2017 - 04.2018
- Handled 50-70 customer interactions per shift, addressing inquiries across billing, travel assistance, and roadside coordination for Maven and OnStar Member Services.
- Safeguarded brand reputation through empathetic communication and effective problem-solving during customer interactions.
- Documented all cases within GM systems to ensure accurate history, clean handoffs, and timely follow-up by internal teams.
- (GM Contractor)
General Manager / Manager
Little Daddy's Family Restaurant
Southfield
03.2010 - 03.2015
- Oversaw payroll (~$350K), labor scheduling, inventory management, and cost control, contributing to $1-$1.2M in annual revenue through effective resource management.
- Directed daily operations for high-volume restaurant serving 200-300 guests with 50+ employees across multiple locations, ensuring efficient service and operational excellence.
- Hired, trained, and developed staff to ensure consistent service quality and enhance positive guest experience in a fast-paced environment.
Education
Liberal Arts & Sciences - Some College
Oakland Community College
Auburn Hills, MIHigh School Diploma / GED -
Pontiac Northern High School
Pontiac, MISkills
- Service lane optimization
- Customer satisfaction improvement
- Loyalty and retention programs
- Escalation resolution
- KPI analysis and action plans
- Process improvement
- High-volume management
- Operations leadership
- Consulting and execution
- Leadership coaching for dealer principals and GMs
- OEM partnerships
- Salesforce expertise
- Dealer Connect knowledge
- Microsoft Office proficiency
- Microsoft Teams collaboration
- RingCentral communication skills
Certification
SERV Safe Food Protection Manager
Personal Information
Work Permit: Authorized to work in the U.S.
Timeline
District Manager - Parts & Service
MSX International
03.2024 - Current
Supervisor - Chrysler Payment Plan
MSX International
04.2018 - 03.2024
OnStar Call Center Representative
Concentrix
10.2017 - 04.2018
General Manager / Manager
Little Daddy's Family Restaurant
03.2010 - 03.2015
Liberal Arts & Sciences - Some College
Oakland Community College
High School Diploma / GED -
Pontiac Northern High School