Years of Toyota service expierence
Frank Ramirez
Palmdale,CA
Summary
Accomplished Service Director with extensive experience in performance analysis, staff development, and payroll management. Successfully implemented training initiatives that elevated team efficiency, resulting in improved customer satisfaction and streamlined workflows across departments.
Overview
18
18
Work History
Service Director
Frontier Toyota
06.2016 - Current
- Streamlined workflow between Parts and Service to reduce "tech down time" and improve effective labor rates (ELR).
- Launched a tiered prepaid maintenance plan, driving brand loyalty and increasing repeat service visits.
- Served as a key liaison to Toyota Motor Corporation, fostering a transparent and high-value partnership.
- Designed and implemented customized pay-for-performance plans, leveraging data-driven incentives to maximize technician efficiency and productivity.
- Developed a high-performing Customer Care Center focused on proactive outreach and retention, leveraging automated service reminders to capture unrealized revenue.
- Modernized the client experience by deploying Toyota SmartPath, leveraging multimedia inspections and securing remote checkout capabilities to expedite delivery and payment processing.
- Expertise in P&L management, expense control, and maximizing Fixed Absorption.
Service Manager
Frontier Toyota
06.2015 - 06.2016
- Oversaw daily operations to enhance service delivery and customer satisfaction.
- Developed training programs for staff to improve service efficiency and team performance.
- Implemented process improvements, resulting in streamlined workflows and reduced response times.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
Assistant Service Manager
Frontier Toyota
06.2008 - 06.2015
- Streamlined scheduling processes, enhancing efficiency in service appointments and resource allocation.
- Analyzed customer feedback to drive continuous improvement initiatives within service operations.
- Met with customers to discuss service needs and offer available solutions.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
Education
Automotive Service Excellence Certification - General Motors Automotive Service Educational Program
Cerritos College
Norwalk, California06-1987
Skills
- Operations management
- Strategic planning
- Performance analysis
- Staff development
- Payroll and budgeting
- Training and mentoring
Accomplishments
- Awarded ToyotaService Management Excellence honors in 2024.
- Supervised team of 65 staff members.
- Achieved Year over Year increase in Key Service metrics
Languages
Spanish
Native or Bilingual
Timeline
Service Director
Frontier Toyota
06.2016 - Current
Service Manager
Frontier Toyota
06.2015 - 06.2016
Assistant Service Manager
Frontier Toyota
06.2008 - 06.2015
Automotive Service Excellence Certification - General Motors Automotive Service Educational Program
Cerritos College