Peter Nagy

Lead an efficient, and profitable service department through productive staffing, customer retention, cost reduction, objective and sales achievements.

• Increased year-over-year profits by 126%
• Maintain a CSI score of 102%
• Improve customer satisfaction by implementing streamlined service processes and staff training programs.
• Mentor junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
• Reduce service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
• Implemented inventory management systems to reduce costs and increase efficiency in the service department.
• Collaborate with sales teams to develop comprehensive service packages tailored to individual client needs.
• Manage a team of technicians, ensuring timely completion of projects and high-quality workmanship.
• Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
• Increase repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
• Enhance team morale through regular recognition of exceptional performance and organizing team-building events.
• Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
• Monitor team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Maintain team productivity and quality of service by establishing and maintaining clear benchmarks.
• Hire, train and supervise team of service staff members to meet business goals.
• Control resources and assets for department activities to comply with industry standards and government regulations.
• Established team priorities, maintained schedules and monitored performance.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Set aggressive targets for employees to drive company success and strengthen motivation.

Directed variable operations departments driving new and used car sales, while implementing new programs, and attaining sales objectives in alignment with market trends, improving efficiency and increasing profits while managing the overall operations and providing the ultimate client experience in a high volume import dealership.

• Boosted year-over-year profits by 133%.
• Improved net profit margin from 1.08% to 3.73%.
• Increased CSI score to 99.2%.
• Reduced average contract expenses by 42% through aggressive negotiations with vendors.
• Strengthened F&I operations by implementing menu selling process that raised PVR over 120%.
• Prepared annual budgets with controls to prevent overages.
• Maximized operational excellence mentoring personnel on management principles, industry practices and company procedures.
• Empowerd all personnel by delegating to develop, setting clear expectations, providing unlimited resources, accepting ideas and input, and providing constructive feedback.
• Managed budget implementations, employee evaluations and contract details.
• Performed statistical analyses to gather data for operational and forecast team needs.
• Developed and maintain relationships with customers and suppliers through account development.
• Delivered business strategy and develop systems and procedures to improve operational quality and team efficiency.

Recruited as a Consultant to collaborate with General Manager and Owner to identify problems and created solutions at this multi-million dollar state-of-the-art facility.

• Generated substantial growth in revenue and profitability.
• Boosted Fixed Operations profit by 88% in six months.
• Improved net profit margin from 1.26% to 2.25%.
• Increased repair orders from 650 to 1,000+/month.
• Studied latest trends to add new merchandise to product lineup, improving sales revenues 122% year-over-year.
• Collaborated with suppliers in development and implementation of improvement plans, promotional strategies and customer services optimization.
• 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.
• Negotiated vendors contracts and delivery schedules.
• Cultivated strong internal, customer and manufacturer relationships.
• Provided staff training, coaching and mentoring to effectively implement best practices and new policies or programs.
• Directed fixed operations of 25-member group, driving services excellence, implementation of new programs and attainment of sales objectives in alignment with market trends.
• Negotiated and finalized profitable contracts.
• Boosted staff loyalty and reduced turnover with introduction of innovative programs.
• Supervised technicians, service advisors and sales personnel.
• Checked employee and resource utilization for each department.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Eased team transitions and new employee orientation through effective training and development.
• Interacted well with customers to build connections and nurture relationships.
• Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
• Managed daily operations, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
• Upheld great standards of leadership for employees, consistently leading by example.
• Managed, trained and motivated personnel to continuously improve knowledge and abilities.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
• Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.

Recruited to assume management of service center plagued with performance, CSI, and personnel challenges.

• Identified and articulated a plan to reverse revenue losses and performance challenges.
• Within 1 month increased gross profit 30% above year-over-year.
• Within 3 months increased CSI scores to 102% above group average.
• January-May 2018 service net increase of 41%; total service gross increase of 34%; customer pay gross increase of 28%; service throughput 82%.
• Responsible for implementing successful processes and procedures resulting in increased revenues.
• Established management philosophy of hiring the right candidate for the right job while providing a positive work environment including competitive compensation and incentives to retain the highest quality individuals.
• Developed, guided and coached staff towards self-management resulting in low turnover rate.
• Provided an environment that demands the highest ethical standards from staff and management.
• Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Directed product flow and informed management of delays and challenges, as well as suggested resolutions.
• Tracked and analyzed profitability and key metrics establishment to improve overall profitability and bring in new clientele.
• Cultivated strong internal, customer and manufacturer relationships.
• Negotiated vendors contracts and delivery schedules.
• Negotiated and finalized profitable contracts.
• Drove optimization of client experience, surpassing corporate objectives and delivering additional 27% business growth.

Maximized the efficiency, revenue, and productivity of the service department and achieving the highest level of customer satisfaction. Daily collaborations with colleagues (Fixed Operations Director, General Manager, Owner) to improve the overall performance and profitability of the business.

• Increased gross profit by 18% within 3 months.
• Increased CSI score to 94% within 3 months.
• Established departmental processes and procedures resulting in increased revenues.
• Initiated cost control to ensure profitability; set and implemented budgets which yielded in gross profits of 18% year-over-year during first three months.
• Recruited, hired and motivated staff of 40+; evaluated overall and individual performances and implemented proactive training process.
• Trained less-skilled service personnel on standards, efficiency and conflict resolution for best-in-class customer service.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Provided management oversight and operational control of assigned programs.
• Developed detailed plans based on broad guidance and direction.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards.

Managed overall profitability, sales and service for this high volume service department .

• Defined and implemented short and long-term objectives to increase gross and net profit
• Initiated cost control to ensure profitability; set and implemented budgets which yielded in gross profits of 23% year-over-year during first month
• Dramatically improved and maintained CSI through the implementation of proactive, customer-oriented sales and service management techniques with the ultimate goal of earning clients for life
• Established departmental goals with management team, which are based on exceeding the expectations of customers through continuously improving products and services
• Recruited, hired and motivated staff of 40; evaluated overall and individual performances and implemented proactive training process
• Communicated best practices among on-site and external personnel to align efforts and goals.
• Established team priorities, maintained schedules and monitored performance.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Encouraged departmental employees to present positive, exemplary image to customers.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.

Successfully led a large volume service department; hired and trained entire staff; negotiated with vendors and acted as a liaison between manufacturer and client; coordinated promotions; spearheaded customer relations program; maintained solid network of new and used sales department staff to ensure additional revenue; built and maintained a high volume clientele base through exemplary customer service and vast product knowledge.

• Increased revenues by 12% within first year.
• Excelled in dealership CSI score of 97%.
• Implemented process and procedures training.
• Developed comprehensive training program for incoming service team members.
• Guided/coached staff resulting in increased profits and client retention.
• Trained all incoming service team members.
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
• Met with customers to discuss service needs and develop effective and practical solutions.
• Followed up with customers during and after installations to verify satisfaction.
• Set and administered department budgets for expenditures, materials and labor.
• Developed written plans and obtained customer consent to proceed.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Increased sales and profitability, which was achieved by 15% in

one year, in a down economy.

• No. 1 service performer.
• Averaged 20+ repair orders per day while maintaining up sells and customer satisfaction.
• Trained new personnel regarding company operations, policies and services.
• Recipient of prestigious President's Award for dealership excellence.
• Pleasantly greeted customers and asked open-ended questions to better determine needs.
• Suggested add-on services that would be helpful to customers and improve bottom line.
• Maintained high customer satisfaction standards to meet or exceed targets.
• Handled customer issues with confidence, using complex problem solving to provide effective resolution.
• Documented problems and corrective actions to maintain records.
• Informed customers of service specials, completion times and service expenses to provide exemplary customer service.
• Developed estimates by costing materials, supplies and labor.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered prompt service to prioritize customer needs.
• Provided ongoing guest service.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

In control of all duties incumbent of operating a successful, high volume service department; focused on selling, service and support; hired and developed service staff; performed diagnostic consultations on client vehicles; prepared estimates for service work and parts and distributed to the appropriate technician; tracked service records and parts requests; performed timely follow-up with clients; ensured timely completion of work orders and invoice submissions; initiated automotive service and repairs .

• Increased revenues by 11% within the first year.
• Excelled in highest dealership CSI score of 92%.
• Department consistently No. 1 in Southeast region for service and parts during tenure.
• Spearheaded client loyalty program resulting in increased customer retention.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Set and administered department budgets for expenditures, materials and labor.
• Updated existing customers on new products, updated services and changes in accounts to maintain good rapport and increase sales by 11%.
• Developed written plans and obtained customer consent to proceed.
• Maintained effective customer service by responding to service requests quickly to increase overall sales by 110% year-over year.
• Recruited and developed employees for service department.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Established team priorities, maintained schedules and monitored performance.
• Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.

Approached and assisted potential clients that enter the dealership; determined the needs of the client by proactively listening and answering questions; performed walk-around with clients and demonstrated features of suitable automobiles; effectively closed automotive deals; ensured the client understands the vehicle operating features, warranty, and paperwork; maintained an owner follow-up system that encourages repeat business and referrals; attended training and sales meetings offered by dealership and manufacturer; reviewed sales statistics and actions to determine how to better utilize time, plan more effectively, and improve sales .

• Drove team revenue totals by bringing in top sales numbers.
• Average sales of 15+ cars per month.
• Received highest referral rate of sales professionals.
• Qualified buyers by matching requirements and interests to various car or truck models and discussing finance options.
• Negotiated purchase prices and explained sales, warranty and optional products.
• Outlined sales, warranty and service procedures.
• Met customers on lot and in showroom to discuss available vehicles and options
• Closed sales by overcoming objections, asking for sales, negotiating price and completing purchase contracts.
• Prepared purchased vehicles and completed final delivery checks.
• Responded to customer enquiries via telephone and email.
• Reviewed vehicles before final delivery to validate for completed tasks such as installed add-ons and damage corrections.
• Completed registration paperwork and sales documentation.
• Contacted associated dealerships to locate desired vehicles meeting customer specifications.
• Demonstrated automobiles by explaining characteristics, capabilities and features, taking test drives and explaining warranties and services.
• Established and devised strategy to meet personal goals consistent with dealership standards of productivity.
• Maintained compliance with all service, quality and regulatory standards.