Service Director dedicated to continuous process improvement in the face of rapidly evolving and changing markets. Extremely results-oriented and proactive in addressing and resolving problems.
Talented Service Director focused on process improvement and on-time project delivery. Budgeting and forecasting specialist, with advanced knowledge of Factory Systems.
Dependable Service Director bringing management experience and a willingness to take on added responsibility to meet tight deadlines. Enthusiastic team player with a strong work ethic and advanced complex problem solving skills.
Dedicated Operations Manager demonstrating effective leadership in all aspects of the job. Excels at cutting costs and streamlining operations.
Tech-savvy Service Manager versed in all aspects of project management from inception to completion. Excels in recruiting and talent acquisition, as well as process reengineering and improvement.
Overview
30
30
years of professional experience
1
1
year of post-secondary education
Work History
Service Director
Courtesy Toyota Of Brandon
04.2022 - Current
Collaborated with cross-functional teams to identify opportunities for process improvement, reducing downtime and increasing productivity.
Forged strong partnerships with external stakeholders as well as maintained healthy relations with clients.
Managed budgets and resources, ensuring optimal allocation for maximum impact on service delivery outcomes.
Led a team of service professionals, providing mentorship and guidance to enhance performance and achieve objectives.
Introduced innovative solutions to streamline internal processes which resulted in enhanced overall efficiency.
Ensured compliance with industry regulations and standards, maintaining a safe working environment for staff and customers alike.
Spearheaded initiatives to increase customer loyalty through exceptional service experiences, driving repeat business and positive word-of-mouth referrals.
Implemented training programs for staff development, enhancing skills and knowledge for improved overall performance.
Improved customer satisfaction by implementing efficient service processes and streamlining communication channels.
Resolved escalated client issues promptly and effectively by leveraging strong interpersonal skills and sound judgment in decision making processes.
Launched targeted marketing campaigns that increased brand awareness, attracting new clients and retaining existing ones.
Fostered a culture of continuous improvement within the team by encouraging open communication, collaboration, and shared learning experiences among members.
Actively participated in recruitment drives to select skilled candidates who contributed positively to the organization''s growth.
Director of Fixed Operations
Jim Hudson Automotive Group
Columbia, SC
06.2021 - Current
Collaborated with suppliers in development and implementation of improvement plans, promotional strategies and customer services optimization.
Teamed up with sales and parts specialists in project planning and deliveries to achieve on-time and within budget completion.
Monitored financial performance through daily reports.
Directed fixed operations of 9-member group, driving services excellence, implementation of new programs and attainment of sales objectives in alignment with market trends.
Negotiated and finalized profitable contracts.
Boosted staff loyalty and reduced turnover with introduction of innovative programs.
Provided staff training, coaching and mentoring to effectively implement best practices and new policies or programs.
Negotiated vendors contracts and delivery schedules.
Cultivated strong internal, customer and manufacturer relationships.
Supervised mechanics, service advisors and sales personnel.
Checked employee and resource utilization for each department.
Drove optimization of client experience, surpassing corporate objectives and delivering additional 30% business growth.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Trained new employees on proper protocols and customer service standards.
Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Fixed Operations Director
Seminole Toyota
Sanford, Florida
09.2019 - 06.2021
Recommended and authorized capital expenditures for acquisition of Equipment to increase efficiency
Recommended process and systems improvements such as changes to service and parts operations
Reviewed daily financial reports for each department
Supported asset transfers, lender and equity requests, and audit inquiries
Served as liaison between certain departments to implement new improvement plans and changes
Monitored different departments for efficient use of employee and material resources
Developed and deepened positive relationships with team members, customers and manufacturer representatives
Tracked outgoing and incoming money of Seminole Toyota and assisted in quality control management duties
Identified operational and performance issues and worked with managers to resolve concerns
Oversaw departments including customer relations, sales and service
Managed all operations, including marketing, forecasting and profit and loss analysis
Analyzed operational performance to identify pain points and provided actionable solutions to management
Determined Seminole Toyota objectives by observing consumers, collecting feedback surveys and then analyzing information
Worked with vendors to negotiate prices and set delivery schedules
Supervised repairs and maintenance on equipment, vehicles and facilities to uphold standards of safety, efficiency and quality
Completed various reports and analyzed each report to decide where improvements could be made
Wrote reports outlining results to facilitate management decision making
Fixed Operations Director
Treasure Coast Toyota
Stuart, FL
02.2019 - 09.2019
Supervised mechanics, service advisers and sales personnel
Negotiated and finalized profitable contracts
Monitored financial performance through daily reports
Checked employee and resource utilization for each department
Boosted staff loyalty and reduced turnover with introduction of innovative programs
Cultivated strong internal, customer and manufacturer relationships
Negotiated vendors contracts and delivery schedules
Provided staff training, coaching and mentoring to ensure effective implementation of best practices and new policies or programs
Teamed up with sales and parts specialists in project planning and deliveries to achieve on-time and within budget completion
Collaborated with suppliers in development and implementation of improvement plans, promotional strategies and customer services optimization
Directed fixed operations of 51-member group, driving services excellence, implementation of new programs and attainment of sales objectives in alignment with market trends
Trained, coached and mentored staff to ensure smooth adoption of new ASR Inspect, And Buleprint BDC, CCC program
Received superior customer service satisfaction scores for 2 consecutive quarters
Coordinated monthly leadership workshops to educate team members on best practices to optimize productivity
Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service
Supported regulatory compliance by overseeing all audits to verify protocol adherence
Held weekly meetings with Service Advisers to identify techniques to overcome sales obstacles
Improved brand awareness by monitoring all marketing campaigns and fostering membership acquisitions and business development
Managed budget implementations, employee reviews, training, schedules and contract negotiations
Reviewed performance data to monitor and measure productivity, goal progress and activity levels
Developed effective business plans to align strategic decisions with long-term objectives
Devised and deployed successful marketing strategies, dramatically boosting store ranking
Maintained organized, safe and clean Service facility to keep productivity high and maximize customer satisfaction
Enforced quality assurance protocols to deliver ideal customer experiences
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
Boosted productivity by consolidating material planning, data collecting, payroll and accounting programs into one main system
Evaluated suppliers to assess quality, timeliness and compliance of deliveries, maintain tight cost controls and maximize business operational efficiency
Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions
Fixed Operations Director
Nalley Toyota Of Roswell
Roswell, GA
06.2016 - 02.2019
Monitored financial performance through daily reports
Provided staff training, coaching and mentoring to ensure effective implementation of best practices and new policies or programs
Negotiated and finalized profitable contracts
Directed fixed operations of 81-member group, driving services excellence, implementation of new programs and attainment of sales objectives in alignment with market trends
Teamed up with sales and parts specialists in project planning and deliveries to achieve on-time and within budget completion
Boosted staff loyalty and reduced turnover with introduction of innovative programs
Cultivated strong internal, customer and manufacturer relationships
Collaborated with suppliers in development and implementation of improvement plans, promotional strategies and customer services optimization
Supervised mechanics, service advisers and sales personnel
Drove optimization of client experience, surpassing corporate objectives and delivering additional 30% business growth
Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions
Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives
Maintained organized, safe and clean service facility to keep productivity high and maximize customer satisfaction
Devised and deployed successful marketing strategies, dramatically boosting store ranking
Trained, coached and mentored staff to ensure smooth adoption of new ASR Inspect program
Worked with support teams to resolve issues with product, service or accounting areas
Managed budget implementations, employee reviews, training, schedules and contract negotiations
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
Exceeded regional annual sales target by 30%
Increased sales by $2,000,000. by establishing goals, overseeing performance and holding staff accountable to monthly forecast
Applied performance data to evaluate and improve operations, target to current business conditions and forecast needs
Reviewed performance data to monitor and measure productivity, goal progress and activity levels
Enforced quality assurance protocols to deliver ideal customer experiences
Supported regulatory compliance by overseeing all audits to verify protocol adherence
Service Director
Space Coast Honda
Cocoa, FL
10.2013 - 05.2016
Customer Service Management
Complaint Handling & Resolution
Retail Operations Management
Customer Satisfaction Enhancement
Front-End Supervision
Sales & Margin Improvement
Team building & Training
Cost-Reduction Strategies
Order Fulfillment
Manage, and Maintain proper advertising campaigns
Provide General Manager with Monthly Gross Figures
Forecast Future sales for upcoming year
Shop Foreman/Service Manager
Coggin Honda Of Orlando
Orlando, FL
06.2005 - 10.2013
Communicated effectively with customers on future problems and repairs that might need to be addressed
Reviewed work orders and discussed them with supervisors
Interfaced with management and colleagues in professional manner
Upheld top-quality workmanship and excellent customer service
Managed and maintained necessary level of supplies in shop
Managed front counter, including answering phone and opening and closing shop
Supervised 67 of employees in repair shop
Trained staff on proper service processes and all aspects of customer service experience
Education
NADA Class N443 - Dealership
National Automobile Dealers Association
Virginia
2024.01 - 2024.11
Associate of Arts - Automotive Emmisions Technology