Michael Figueroa

• Increased YOY Gross Profit by 20%
• Exceeded Overall Gross Profit budget by an average of 10% for entire year, yielding in 5 record months in 2023
• Manage, lead, train Service Advisors to increase Sales performance from 2.3 hours per RO to as high as 3.23, customer pay as well as maintain department CSI average of National average
• Work side by side with Shop Foreman/Diagnosis Specialist to increase and maintain shop productivity to 130%
• Create/modify processes, workflow, advertising for increased efficiency as well as piloted, partnered with Monogram to improve system as the first Lexus location in the Western area

Service Consultant- June 2021-Dec 2022

• Advised guest on all needed and recommended repairs/maintenance on vehicle
• Maintained consistent CSI of 4.8 or above
• Maintain average of 3.0 CP hours per RO sold
• Assisted in manager duties in absence of Service Director

• Wrote service orders and updated schedules.
• Discussed options with clients and determined appropriate plans.
• Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
• Maintained accurate records of all client interactions within company CRM software, ensuring seamless handovers between team members when required.

• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Developed department processes and procedures to boost customer satisfaction.
• Hired, trained and supervised team of service staff members to meet business goals.
• Improved customer satisfaction by implementing streamlined service processes and staff training programs.

Used Car Manager, Feb 2020- June 2020

• Managed all Used Vehicle Inventory, including buying/appraising, pricing vehicles, authorizing repairs needed, and ensuring inventory sold
• Managed team of KBB buyers, 2 sales associates focused on purchasing vehicles from Service Drive by creating process of purchasing vehicles and increased vehicle acquisitions from 15-20 vehicles per month to 30 plus per month

Service Consultant Sept 2015- Aug 2017

• Discussed options with clients and determined appropriate plans.
• Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.
• Consistently top performer in Sales including hours sold, Hours per RO, Gross Profit, Cars Written

• Consistently met or exceeded monthly sales goals by identifying upselling opportunities during client interactions.

• Wrote service orders and updated schedules.
• Discussed options with clients and determined appropriate plans.
• Maintained Hours per RO sold of 3.0 or above
• Maintained CSI score of 940 or above

I started my career in the automotive industry at Gosch Toyota as an intern in January of 2012 working as an apprentice technician, working side by side with the Shop Foreman. After graduating in May of 2012 at 17 years old, I was hired on as an Apprentice Technician unable to drive vehicles due to insurance purposes. Upon turning 18, I became the Team Lead for the Toyota Express Maintenance program and held a crucial role in installing/implementing and training/overseeing the TXM program, consisting of 6 express technicians. I was then given the opportunity to become a TXM advisor and within 8 months became a Senior Service Advisor for Gosch Hyundai.