Mike Cohen

-Oversee all aspects of the dealership's service and parts departments, including staffing, training, budgeting, and facility management for seventeen rooftops.

-Develop and implement strategies to increase service department profitability, improve customer satisfaction, and enhance operational efficiency.

-Analyze key performance indicators (KPIs) and financial reports to identify areas for improvement and implement corrective actions.

-Collaborate with other department managers to ensure seamless coordination and effective communication across the dealerships.

-Establish and maintain relationships with vendors and suppliers to negotiate favorable terms for parts procurement and service equipment.

-Monitor and enforce compliance with dealership policies, manufacture guidelines and industry regulations.

-Implement customer retention programs, such as loyalty initiatives, service reminders, pick up and delivery, and follow up processes, to drive repeat business.

-Drive continuous improvement initiatives by staying updated on industry trends, attending training seminars, and benchmarking against competitors.

-Lead and manage the service department operations, including customer interactions, technician scheduling, and workflow coordination

-Develop and implement strategies to increase service department revenue, enhance customer satisfaction, and streamline operations.

-Implemented standardized processes for service advising, quality control, and warranty claim management.

-Oversee all aspects of the parts and service departments, including personnel management, inventory control, and facility operations.

-Develop and execute strategies to increase parts and service profitability, improve customer satisfaction, and streamline operational processes.

-Review key performance indicators and operating doc to identify areas of opportunity and make corrections when necessary.

-Collaborated with the parts department team to ensure timely availability of required parts for service repairs.

-Oversaw more than 65 employees.

-Identified opportunities and implemented processes to improve customer service, sales performance and customer service index(CSI).

-Monitored and managed service drive process and maintained accountability for all aspects of customer experience.

-Minimized errors and maintained a total service and parts policy of less than 2%.

-Managed more than 58 employees and oversaw the service and parts departments for three locations.

-Specializing in Honda, Maserati and Alfa Romeo brands.

-Continually raised COD gross profit year over year setting service and parts department record months.

-Increased service availability by adding more staff to increase the amount of appointments we could take in which increased the gross income by 20%.

-Prepared operating budgets and goals for all of the fixed departments and monitored performance.

-Consistently maintained a CSI score above the zone.

-Assisted in setting up the call center to generate new and repeat business, and to conduct CSI follow up calls.

-Oversaw more than 75 employees and support staff.

-Researched local demographics and created new marketing strategies to reach new customers and increase market share.

-Collaborated with department managers to improve performance and profitability.

-Supervised a team of 35 employees and maintained 100% certification for both Audi and Porsche.

-Maintained industry leading CSI scores for Audi and Porsche.

-Recruited, hired, and trained service department personnel.

-Developed and implemented policies, procedures, and incentives to improve retention and increase productivity.

-Managed all expenses to stay in line with my monthly budgets.

-Served on the dealer counsel for Audi and Porsche

-Increased gross profit by over 10% yearly.