Glenn Lee
West Chester,OH
Summary
Dynamic Service Implementation Manager with a proven track record at Volvo, enhancing operational efficiency and customer satisfaction. Expert in dealer training facilitation and process improvement, successfully standardizing service procedures. Strong leadership and problem-solving skills, driving significant retention improvements across multiple dealerships. Proficient in project management and training methodologies.
Overview
45
45
years of professional experience
1
1
Certification
Work History
Simplified Service Implementation Manager
Volvo
01.2025 - 06.2025
- Led training initiative for Volvo technicians and service advisors on VSS and 5-S principle, focusing on enhancing customer satisfaction and operational efficiency
- Create certification assignments and team concepts to standardize service procedures for 100% of technicians
- Presented huddle practice and educated staff on Target board methodology to improve communication
- Instructed technicians on windshield removal and replacement procedures ensuring safety and quality standards
- Experienced in facilitating the prompt and efficient movement of vehicles in and out at 100% of dealerships
Mobile Service Specialist
MSX
Cincinnati, Ohio
04.2023 - 06.2024
- Managed relationships with 75 assigned dealers and supported launch and performance activities. Implemented plans to work toward increasing sales, profits, customer retention. Increase mobile service awareness.
- Install and develop over 15 mobile service dealers: trained 50+ staff members
- Prepared 25 documents to inform and train mobile service technicians for efficient time
- Created the best weekly practice guides to boost motivation 100% of dealerships
- Developed materials to increase awareness and profits at 85% of dealerships
Market Area Manager
MSX
Cincinnati, Ohio
03.2021 - 04.2023
- Supervised regional teams across Cincinnati, Chicago, Twins Cities and Detroit, driving training and retention initiative
- Trained over 234 dealerships on Ford Pass Rewards and Pickup and Delivery programs
- Developed 32 best practices improving dealer retention from 56% to 75%.
- Monitoring and supported new employee training in following up and traveling
Customer Retention Consultant
Toyota North America
Cincinnati, Ohio
04.2017 - 02.2019
- Provide strategic training and data analysis to improve retention and satisfaction across the mid-west region
- Conduct 300+ retention studies across 135 dealerships, identifying improvement opportunities
- Led the installation of Express Maintenance operations to streamline service processes
- Develop marketing strategies including website, email, point of purchase campaigns to boost customer engagement
Signature Process Manager
Toyota North America
Cincinnati, Ohio
05.2002 - 04.2017
- Directed process improvement initiatives and training programs to enhance dealer operations and customer retention
- Trained 60 dealers on the Kaizen, Muda and Go-See methodologies, resolving recurring issues
- Create over 250 process maps and work instructions to standardize dealership procedures
- Facilitate fixed operations training course for parts sales and sales teams
Regional Parts Consultant
Toyota North America
Cincinnati, Ohio
03.2001 - 05.2002
- Worked with dealers to review wholesale accounts and improve parts storage and displays. Presented Toyota’s Kaizen 5-S principles, Seven Storage Techniques, and Production System to dealerships. Trained field staff and dealers on inventory protocols and coached new representatives in parts consultation.
- Advise dealership on parts inventory optimization and management implementation of Kaizen principles
- Develop and deliver several parts consultation courses for 12 regional team members
- Trained over 30 dealerships in parts sales and parts inventory management to increase profitability
- Developed a Kaizen regional dealer exercise and parts presentation for OEM
District Parts and Service Manager
Toyota North America
Cincinnati, Ohio
04.1995 - 03.2001
- Skilled in sales operations, dealer training, change management, and market analysis. Manage online service scheduling and Parts & Service Marketing; design programs to boost owner satisfaction and Net Promoter Scores. Experienced in service capacity studies, Express Service installations, process improvement, customer satisfaction, fixed operations, and new vehicle sales allocation.
- DSPM field traveler of the Year 5 times.
- Held vehicle wholesale record with the region at 1,500 vehicles
- Trained sales, parts, service, technician on various programs at 100% of district dealers
- Created Parts and Service Clubs within 5 districts
Retail Service Advisor
02.1980 - 05.1983
- Greet customers and identify their service needs, providing a friendly and professional first point of contact.
- Prepare and present accurate service estimates to customers, explaining the necessary repairs and associated costs.
- Schedule service appointments and manage workflow to ensure timely service delivery.
- Communication: Maintain effective communication with technicians and customers regarding service progress and updates.
- Promote additional services and products for customers, contributing to sales growth and customer retention.
- Conduct follow-up calls with customers post-service to gather feedback and ensure satisfaction with the service provided.
Education
Master of Business Administration - Industrial Arts
California State University
Long Beach, CABachelor of Arts - Industrial Arts-Automotive
California State University
Long Beach, CASkills
- Leadership Skills
- Interpersonal communication
- Team collaboration
- Time management abilities
- Organizational skills
- Task prioritization
- Problem solving
- Team building
- Mobile service implementation
- Dealer training facilitation
- Service process improvement
- Presentations Skills
- MS Word
- Excel
- Visio
- Project Management
- Process Mapping & Improvements
- Training Facilitation
- Six Sigma Methodologies
- Client Engagement & Satisfaction
- Dealership Retention
Accomplishments
- Created and implemented 250+ process maps and instructions in several dealerships, improving workflow and delivery in parts, sales, and service.
- Increased dealership retention rate from 56% to 76% by developing and training 32 best practices, strengthening dealer relationships and boosting profitability.
Professional Development
- District Parts & Service Manager
- Parts Consultant
- Diversity & Inclusion Champion
- Retail Development
- Black Belt Certification
- 35 Hours of Project Management Program
- Change Management
Languages
English
Full Professional
Certification
https://www.linkedin.com/in/glenn-lee-8887ab/
Timeline
Simplified Service Implementation Manager
Volvo
01.2025 - 06.2025
Mobile Service Specialist
MSX
04.2023 - 06.2024
Market Area Manager
MSX
03.2021 - 04.2023
Customer Retention Consultant
Toyota North America
04.2017 - 02.2019
Signature Process Manager
Toyota North America
05.2002 - 04.2017
Regional Parts Consultant
Toyota North America
03.2001 - 05.2002
District Parts and Service Manager
Toyota North America
04.1995 - 03.2001
Retail Service Advisor
02.1980 - 05.1983
Master of Business Administration - Industrial Arts
California State University
Bachelor of Arts - Industrial Arts-Automotive
California State University