Michael Romano
Chesterfield,VA
Summary
Dynamic and results-oriented automotive service professional with over 25 years of progressive leadership experience across multiple dealership environments. Adept at driving operational efficiency, improving customer satisfaction, and increasing service profitability. Proven ability to build and lead high-performance teams, enhance Key Satisfaction Index (KSI) metrics, and consistently exceed performance targets. Expertise spans service, parts, and collision departments with a strong focus on process improvement and customer retention.
Overview
29
29
years of professional experience
Work History
Service Director
Williamsburg Chrysler Kia
Williamsburg, VA
03.2024 - Current
- Performed daily inspections of service technicians' work to ensure quality assurance.
- Provided customers with repair estimates and advised them on additional services that may be needed.
- Identified opportunities for process improvement within the service department.
- Monitored shop productivity reports to determine if goals were being met or exceeded.
- Created marketing plans for the service department to attract more customers.
- Implemented processes to improve customer satisfaction and retention.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed completed work to verify consistency, quality and conformance.
Fixed Operations Director
Carter Myers Automotive
Williamsburg, VA/Charlottesville, VA
10.2018 - 02.2024
- Oversaw fixed operations across multiple dealership locations, encompassing service, parts, and collision departments
- Developed and implemented strategies that significantly improved profitability and customer satisfaction metrics
- Led and managed a large team of service technicians and advisors, promoting a culture of continuous improvement and professional development
- Consistently exceeded performance targets for revenue growth, Key Satisfaction Index (KSI), and departmental efficiency.
Service Director
Richmond Ford Lincoln
Richmond, VA
09.2015 - 09.2018
- Directed comprehensive service department operations, focusing on customer service excellence, repairs, and maintenance
- Spearheaded initiatives to increase departmental efficiency, resulting in enhanced customer loyalty and retention
- Led the dealership to achieve Ford Lincoln’s highest customer satisfaction scores during tenure
- Championed training programs that elevated technician certifications, productivity, and service quality.
Service Director
Jerrys Ford
Annandale, VA
10.2013 - 09.2015
- Managed day-to-day service department operations, delivering exceptional customer service and satisfaction
- Focused on team development and technician training, which led to faster service delivery and improved productivity
- Contributed to consistent growth in departmental revenue and overall profitability through strategic planning and execution.
Service Director
Ourisman Ford Lincoln of Alexandria
Alexandria, VA
12.2006 - 10.2013
- Supervised a team of service advisors, technicians, and support staff, successfully meeting and exceeding service and parts performance goals
- Played a pivotal role in expanding the department’s customer base, boosting retention rates, and enhancing service efficiency
- Implemented innovative customer service processes that led to improved dealership service ratings and customer satisfaction.
Assistant Service Manager
Cherner Lincoln Mercury
Annandale, VA
02.1997 - 12.2006
- Assisted in managing the day-to-day operations of the service department, ensuring high standards of customer service and repair quality
- Provided leadership and mentorship to service advisors and technicians, contributing to the department’s success in workflow efficiency and customer satisfaction
- Helped drive department performance, leading to consistent growth in customer satisfaction scores and revenue.
Skills
- Automotive Service Management
- Fixed Operations Leadership
- Process Improvement
- Customer Satisfaction (KSI) Metrics
- Team Leadership & Development
- Budget & Profitability Management
- OEM & Warranty Compliance
- Vendor Relationship Management
- Profit and Loss (P&L) Management
- Employee Training & Development
- Training and mentoring
- Performance Analysis
- Team Leadership
- Service Delivery
- Customer Relationship Management
- Staff Development
- Strategic Planning
- Financial recording
- Operations Management
- Payroll and budgeting
- Public Speaking
- Team Collaboration
- Customer Engagement
- Employee Performance Management
References
References available upon request.
Timeline
Service Director
Williamsburg Chrysler Kia
03.2024 - Current
Fixed Operations Director
Carter Myers Automotive
10.2018 - 02.2024
Service Director
Richmond Ford Lincoln
09.2015 - 09.2018
Service Director
Jerrys Ford
10.2013 - 09.2015
Service Director
Ourisman Ford Lincoln of Alexandria
12.2006 - 10.2013
Assistant Service Manager
Cherner Lincoln Mercury
02.1997 - 12.2006