Hi, I’m
Michelle Villanueva
Norwalk,California
Summary
Focused Fixed Operations Director with 26 years of automotive experience. Maximizing profits for large-scale businesses through innovative leadership and communication skills. Expertise in project management, customer relations and profit optimization. Unwavering professional accomplished in delivering excellent service while stimulating productivity and reducing costs. Certified in NADA fixed operations. Pursuing a new professional challenge as a future GM
Overview
26
years of professional experience
Work History
DCH Gardena Honda
Fixed Operations Director
01.2020 - 09.2022
Job overview
- 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.
- Cultivated strong internal, customer and manufacturer relationships.
- Supervised mechanics, service advisors and sales personnel.
- Provided staff training, coaching and mentoring to effectively implement best practices and new policies or programs.
- Negotiated and finalized profitable contracts.
- Increased sales by $100k by establishing goals, overseeing performance and mentoring staff.
- Tracked and analyzed profitability and key metrics of Repair count establishment to improve overall profitability and bring in new CP ro count.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
Dch Gardena Honda
Service Manager
02.2012 - 01.2020
Job overview
- Met with customers to discuss service needs and develop effective and practical solutions.
- Updated existing customers on new products, updated services and changes in accounts to maintain good rapport and increase sales RO count
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Met with customers to discuss service needs and offer available solutions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Marketing service promos while managing internal and external marketing campaigns and programs.
- Researched industry and marketplace trends to develop marketing solutions and enhance business operations.
- Coordinated meetings between project members and clients to develop ideas, discuss progress and set goals.
- Performed market segmentations, targeting and positioning for each product line.
- Generated reports detailing campaign performance, customer engagement and engagement trends.
- Set up, completed and tracked customer surveys for local, regional and national campaigns.
- Confirmed scheduled appointments to reduce chances of potential buyer no shows.
- Identified and resolved data-handling errors and hardware conflicts to maintain organizational IMS infrastructure.
- Helped team achieve goals to boost sales and build morale.
- Conducted calling blitzes for select customer demographics to support marketing initiatives.
- Offered incentives to reschedule no-show and canceled appointments.
- Generated promotional letters, postcards and emails to encourage customers to visit dealership.
- Liaised between data management and IT support personnel to communicate ongoing system maintenance and new software development.
Education
Paramount High SchoolParamount, CA
High School Diploma
06.1997
Skills
- Preparing budgets
- Maintaining compliance
- Developing managers
- Customer Relations
- Pricing grid
- Increase sales
- Increase net profit
- Business growth
- Retention growth
- Recruitment
- Scheduling
- Service marketing
Timeline
Fixed Operations Director
DCH Gardena Honda
01.2020 - 09.2022
Service Manager
Dch Gardena Honda
02.2012 - 01.2020
Paramount High School
High School Diploma
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