Justin West
Blanchard,OK
Summary
Dynamic automotive professional with 20 years of experience in enhancing productivity and profit margins through innovative leadership. Renowned for problem-solving abilities and exceptional customer satisfaction, with expertise in team leadership and workflow optimization. Committed to driving operational efficiency and fostering a customer-focused environment in a challenging role within a progressive dealership.
Overview
20
20
years of professional experience
Work History
Service Drive Manager
Jim Norton Toyota Of Oklahoma City
Oklahoma City, OK
10.2023 - Current
- Led a team of 8-14 service representatives to exceed customer satisfaction through effective coaching and performance management.
- Implemented innovative service protocols to enhance operational performance.
- Effectively managed and resolved conflicts arising from customer complaints.
- Led training initiatives for onboarding staff with a focus on improving their understanding of products and client interaction strategies.
- Tracked service key performance indicators.
- Collaborated in managing everyday operational tasks to align with corporate guidelines.
- Served as main contact for customer escalations.
- Analyzed customer feedback to pinpoint areas needing improvement.
RETAIL PARTS AND SERVICE CONSULTANT
MSXi
Dearborn, MI
04.2014 - 09.2023
- Partnered closely with nearly 200 Toyota dealerships across the country.
- Focused on enhancing core areas of operations.
- Enhanced operational processes to reduce customer wait times.
- Boosted overall customer satisfaction.
- Executed sales training programs for ASMs.
- Led training sessions for express maintenance technicians.
- Integrated compensation strategies to support dealership and manufacturing objectives.
- Collaborated with BDCs to align scheduling tool capacity settings with actual shop capabilities.
- Conducted comprehensive call training for BDC staff.
- Facilitated understanding of KPIs and their influence strategies.
- Served as a general fixed operations consultant for many dealerships.
- Experienced with diverse DMS platforms and scheduling software.
LEAD INSTALLER / FIXED OPERATIONS TRAINER
Dealertrack
Salt Lake City, UT
03.2012 - 04.2014
- Duties included;
- Delivered comprehensive instruction to department personnel on DealerTrack DMS usage.
- After becoming lead installer;
- Directed team of installers in training departments during DMS launch.
- Verified accuracy of migrated data to ensure seamless transition.
- Assured proper setup and availability of necessary devices.
- Importing the dealers chart of accounts and ensured that each transaction was properly routed.
- Ensured accurate routing of dealer accounts into corresponding financial documents.
SERVICE DRIVE MANAGER / ASM
Steve Bailey / Momentum/ And Battison Honda
Oklahoma City, OK
01.2008 - 03.2012
- As ASM;
- Facilitated the customer experience while their service was being completed
- Maintained CSI above region average my entire career
- Averaged more HPRO and more total hours sold than any other advisor during my time at the dealership
- Won Honda 'Top ASM' award for region in 2012 and 2013
- As service drive manager;
- Responsible for ASM, cashier, and porter hiring, scheduling and training
- Ensuring that the customer experience met the customer, dealership and manufacturer expectations
Education
High School Diploma -
Denison High School
Denison, TX03.2002
Skills
- Proactive Problem-Solving
- Strategic Forecasting
- Sales Performance Monitoring
- Employee Development
- Scheduling and Coordinating
- Management Training
- Program Optimization
- Department Oversight
- Managing Employee Relations
- Customer Relations
- Retention Strategies
- Industry Trends
- Strong Verbal and Written Skills
- Service department operations
References
References available upon request.
Timeline
Service Drive Manager
Jim Norton Toyota Of Oklahoma City
10.2023 - Current
RETAIL PARTS AND SERVICE CONSULTANT
MSXi
04.2014 - 09.2023
LEAD INSTALLER / FIXED OPERATIONS TRAINER
Dealertrack
03.2012 - 04.2014
SERVICE DRIVE MANAGER / ASM
Steve Bailey / Momentum/ And Battison Honda
01.2008 - 03.2012
High School Diploma -
Denison High School
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