Summary
Overview
Work History
Education
Certification
Timeline
Rob Gregory

Rob Gregory

Okatie,SC

Summary

Results-driven Fixed Operations Executive with 25+ years of comprehensive automotive experience spanning sales, service, and parts management across premium and volume brands. Proven track record of transforming dealership operations through strategic process improvements, including pioneering video MPI programs that consistently drive 30%+ increases in customer approval rates and average repair order values. Expert in building and leading high-performance teams that achieve top-tier CSI rankings at regional and national levels. Demonstrated success in managing multi-brand operations with revenues exceeding $15M annually while maintaining exceptional customer satisfaction scores and departmental profitability. Dynamic individual with hands-on experience in Client Service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Willing to relocate. Authorized to work in the US

Overview

30
30
years of professional experience
5
5

Certifications

Work History

Fixed Operations

Stokes Toyota Hilton Head
01.2026 - Current
  • Emphasized client service through personal greetings and detailed walk-around. Managed vehicle service write-ups to maintain clarity throughout the process. Incorporated video multi-point inspections for client education on vehicle status. Offered clients multiple repair options to facilitate decision-making. Facilitated communication between technicians, warranty firms, and manufacturers for effective resolutions. Delivered services promptly while ensuring thorough daily follow-up with clients.
  • Adaptable individual with exceptional interpersonal skills and talent for building relationships. Known for delivering outstanding service and enhancing client satisfaction. Focused on fostering positive interactions and creating collaborative environment.
  • Proven ability to develop and implement creative solutions to complex problems.

Fixed Operations Director

Peter Boulware Toyota-West Columbia, SC
11.2023 - 12.2025
  • Orchestrated fixed operations strategy for high-volume Toyota dealership, yielding over $8.4 million in annual service and parts revenue. Launched video multi-point inspection program that drove 35% increase in customer approval rates and improved average repair order value by $150 within initial six months. Achieved elevation of customer service scores from regional averages to top 15% nationally through strategic process enhancements. Formed a high-performing team with targeted recruitment and performance-based training, lowering turnover by 15%. Reviewed operational data to pinpoint efficiency opportunities, increasing technician productivity while boosting departmental profitability.

Service and Parts Director

Keffer Automotive Group-Charlotte, NC
04.2021 - 11.2023
  • Managed service and parts operations for six automotive brands, overseeing $12.2 million in revenue each year. Reduced average customer wait times by 27% through streamlined operational procedures while maintaining high CSI scores. Negotiated pricing agreements with vendors, cutting annual parts costs while preserving quality and availability. Designed technician training curriculum that met manufacturer standards and incorporated new automotive technologies, achieving full certification rates. Ensured departmental profitability while facilitating facility upgrades and equipment enhancements.

Service Adviser and Assistant Service Manager

Dick Smith Infiniti and Nissan
03.2008 - 03.2021
  • Delivered outstanding customer service as primary adviser, driving high retention rates and repeat business. Collaborated with service manager on operational tasks, managing workflow and quality for a 22-bay facility. Secured placement within top 5% of national customer satisfaction index through transparent communication methods. Worked closely with technicians to optimize order prioritization and maintain an efficient productivity rate of 82%. Guided 22 new service advisers on effective customer service practices and warranty process compliance.

Insurance Producer

AIG-Columbia, SC
08.2006 - 02.2008
  • Offering in-depth insights into services and products. Safeguarding document integrity. Specialized in managing retirement strategies for seniors, including 1035 exchanges related to annuities, health insurance, life insurance, and Medicare supplements. Converted over $18 million from clients' 401(k)s to simple interest annuities, saving clients millions in taxes and penalties.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.

Used Car Manager

Hancock Motor Company
07.2003 - 07.2006
  • Directed all facets of used vehicle operations, managing a monthly volume of 174 units. Acquired vehicles through strategic bidding at auctions while ensuring profit margin preservation. Executed vehicle appraisals for trade-ins and wholesale purchases to protect company assets. Implemented competitive pricing strategies based on market trends, enhancing inventory turnover. Maintained partnerships with auction houses, wholesalers, and dealers to optimize acquisition processes.
  • Assisted with vehicle appraisals and location of desired vehicles for purchase.
  • Negotiated and finalized used car pricing and contract terms.

Sales Manager and Salesman

Dick Smith Nissan
08.1996 - 06.2003
  • Promoted from sales position to sales manager based on consistent target achievement. Guided a team of 26 in enhancing annual sales through targeted coaching and support. Administered daily operations on the sales floor, focusing on lead management and follow-ups. Executed deal structuring strategies for smooth monthly transaction processes. Secured customer satisfaction index (CSI) scores above 965 by prioritizing service quality. Refined vehicle delivery protocols to ensure seamless client experiences. Established training sessions that significantly advanced team capabilities. Oversaw operational efficiencies to align with sales goals and objectives.

Education

Bachelor of Arts - Business

University of Redlands, Redlands, CA
01-1992

Certification

  • NADA FIXED OPERATIONS October 2024 to Present Advanced Fixed Operations
  • Driver's License September 1985 to September 2027
  • ASE Certification
  • Kia Certification
  • Nissan Certification
  • Infiniti Certification
  • CDJR Certification
  • Toyota Certification

Timeline

Fixed Operations - Stokes Toyota Hilton Head
01.2026 - Current
Fixed Operations Director - Peter Boulware Toyota-West Columbia, SC
11.2023 - 12.2025
Service and Parts Director - Keffer Automotive Group-Charlotte, NC
04.2021 - 11.2023
Service Adviser and Assistant Service Manager - Dick Smith Infiniti and Nissan
03.2008 - 03.2021
Insurance Producer - AIG-Columbia, SC
08.2006 - 02.2008
Used Car Manager - Hancock Motor Company
07.2003 - 07.2006
Sales Manager and Salesman - Dick Smith Nissan
08.1996 - 06.2003
University of Redlands - Bachelor of Arts, Business
Rob Gregory