NATALIE LAVANDA
DELRAY BEACH
Summary
A self-motivated District Service & Parts Manager with 10+ years of Customer Service experience and 10 years of experience in the Automotive Industry. Seeking to continue to grow an accomplished career in the automotive industry. Experienced in establishing and maintaining relationships with an extensive and diverse client base. Proven record of increasing service and sales revenues and capacities. Bilingual in both English and Spanish.
Overview
9
9
years of professional experience
Work History
SERVICE MANAGER
Brickell Buick GMC
07.2025 - Current
- Lead full Service Department operations overseeing 16 Technicians, 5 Service Advisors, 6 Porters, 1 Warranty Administrator, and 1 Loaner Coordinator
- Drive service revenue growth while maintaining strong customer satisfaction, CSI/NPS, and retention
- Manage daily workflow, dispatch, and repair cycle time to maximize technician productivity and efficiency
- Ensure strict compliance with GM warranty policies, recall execution, EV requirements, and service procedures
- Handle escalated customer concerns, complex repair cases, goodwill decisions, and manufacturer interactions
- Partner closely with Parts Department to ensure parts availability and warranty retention compliance
- Implement and reinforce standardized service lane and customer experience processes
- Coach, train, and develop service advisors and technicians through performance management and accountability
- Monitor KPIs including ELR, hours per RO, technician utilization, comeback reduction, and cycle time
DISTRICT SERVICE MANAGER
General Motors
07.2023 - 07.2025
- Liaison between General Motors and 15 South Florida dealerships
- Develop and execute dealer business plans focused on service efficiency and CAP performance
- Subject Matter Expert for Global Warranty Management and GM Service Policies
- Coach dealers on warranty administration, compliance, and operational best practices
- Improve service cycle time using 95/5 metrics
- Support recall execution and prevent delivery of vehicles with open recalls
- Resolve escalated Customer Assistance Cases and engage directly with customers as needed
- Ensure EV compliance and STS technician training compliance
- Onboard and train new Service Managers on GM systems and processes
- Perform Repair Order, Key Code, and Parts Scrapping Reviews
- Serve as trusted advisor and strategic partner to dealership leadership
- Lead district-wide service and parts revenue growth initiatives
- Own customer retention and customer experience strategy across assigned dealers
- Ensure execution of GM Customer Care Aftersales (CCA) programs
- Manage and resolve Goodwill, Warranty, Policy, SPAC, TAC, and CAC cases
- Lead standardized dealer contact sessions aligned with GM performance objectives
- Drive KPI performance including SRT sales, NPS, and STS training compliance
- Conduct Warranty Reviews to ensure adherence to GM policies and procedures
DISTRICT MANAGER – AFTERSALES
MSXI / General Motors
07.2022 - 07.2023
- Supported 32 GM dealerships responsible for $30M+ in annual revenue
- Recognized multiple times as #1 DMA-R for sales performance
- Achieved 155% objective attainment in Service Go-To-Market initiatives
- Ensured compliance with GM warranty, policy, and training standards
- Implemented SAVI, Tekion, and eAdvisor across multiple dealerships
- Translated GM documentation into Spanish for Puerto Rico dealers
- Resolved escalated CAC and Goodwill cases
REGIONAL VEHICLE SUPPORT SPECIALIST
MSXI / General Motors
10.2021 - 07.2022
- Managed Chevrolet Bolt EV recall process for 300+ dealerships
- Served as regional escalation point for SPAC executive cases
- Supported EV certification and compliance initiatives
- Produced readiness, battery shipment, and compliance reporting
SERVICE ADVISOR
Hennessy Jaguar Land Rover
01.2021 - 06.2021
- Generated 20+ repair orders daily
- Maintained high CSI through proactive customer communication
- Verified warranty and service contract coverage
- Coordinated transportation, payments, and customer follow-ups
SERVICE ADVISOR / INTERNAL ADVISOR
Global Imports MINI
08.2020 - 01.2021
- Managed internal and retail repair orders
- Maintained manufacturer-level CSI scores
- Coordinated reconditioning for sales inventory
BUSINESS DEVELOPMENT COORDINATOR
BMW of Bridgeport
07.2017 - 04.2020
- Scheduled 350+ service appointments monthly with a 95% show rate
- Increased service capacity, retention, and repeat business
- Conducted recall outreach and customer follow-up campaigns
Education
High School Diploma -
Fairfield Ludlowe High School
Fairfield, CTSkills
- Service Department Leadership
- Fixed Operations Management
- GM Warranty & Policy Compliance
- Technician Productivity & Cycle Time
- Customer Retention & CSI/NPS
- EV & Recall Management
- Team Development & Coaching
- OEM & Dealer Relations
- Bilingual Customer Engagement
Languages
Spanish
Native or Bilingual
Timeline
SERVICE MANAGER
Brickell Buick GMC
07.2025 - Current
DISTRICT SERVICE MANAGER
General Motors
07.2023 - 07.2025
DISTRICT MANAGER – AFTERSALES
MSXI / General Motors
07.2022 - 07.2023
REGIONAL VEHICLE SUPPORT SPECIALIST
MSXI / General Motors
10.2021 - 07.2022
SERVICE ADVISOR
Hennessy Jaguar Land Rover
01.2021 - 06.2021
SERVICE ADVISOR / INTERNAL ADVISOR
Global Imports MINI
08.2020 - 01.2021
BUSINESS DEVELOPMENT COORDINATOR
BMW of Bridgeport
07.2017 - 04.2020
High School Diploma -
Fairfield Ludlowe High School