Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Salvatore Silla

Cameron,North Carolina

Summary

A Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Talented leader with 20 + years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

35
35
years of professional experience

Work History

Operations Manager/Fixed Operations

Cox’s Double Eagle Harley Davidson
02.2022 - 07.2023
  • Director of the PALS Program team responsible for all activities, and employees to include Parts and Service
  • Increases sales by 41% in five months
  • Model superior customer service behavior for all personnel by maintaining positive relationships with customers, employees, Department Managers, General Manager and Dealer Principal
  • Maintain and Manage best practices to ensure departments contributes acceptable levels of gross & net profit to overall dealership
  • Rebuilt customer relations to ensure long term growth in sales and profits and retained customer satisfaction by ensuring the delivery of quality work
  • Created a positive work environment which results in higher retention and less turnover
  • Coach, develop and prepare sales team to meet and exceed defined sales, retention levels, quality, and customer service objectives
  • Created and Maintain budgeted revenue and expense objectives.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.

Service Manager

Fort Brag Harley Davidson
09.2020 - 01.2022
  • Responsible for leading the activities within the shop to achieve positive sales results
  • Ensured customer satisfaction and retention through the direction of shop staff in the performance of quality repair and maintenance services
  • Warranty Manager- Maintaining Warranty claims with 98% accuracy
  • Managed GM role from October until present
  • Increased sales from $540,000 to over 2.5 million in a year and a half
  • Rebuilt entire team from 4 techs to 11 employees
  • Increased CXI Harley customer experience from 3 to 10 in less than 6-month time frame
  • Increase gross profit from 28 percent to 80 percent in 3-month time frame
  • Broke 19 store records for service sales, continuously exceeding monthly sales, and department goals
  • Wrote training manual for service writers
  • Picked by Harley Corporate for the pilot service operations training
  • Hired, trained, and managed service workers to improve efficiency of department and cultivate productive work atmosphere
  • Managed team of 11 technicians, 2 service writers, 3 porters, 1 Hydro tech, 2 building maintenance workers, and 2 drivers
  • Reduced poor quality ratings by implementing a quality assurance technician program
  • Cross-trained in various departments, with HDU online training completed in Technician, Service Operations, Parts and Accessories, General Merchandise, and Motorcycle Sales
  • Rebuilt customer relations to ensure long term growth in sales and profits and retained customer satisfaction by ensuring the delivery of quality work.

Service Manager

Lawless Harley Davidson
09.2016 - 03.2020
  • Responsible for leading the activities within the shop to achieve positive sales results
  • Ensured customer satisfaction and retention through the direction of shop staff in the performance of quality repair and maintenance services
  • Warranty Manager- Maintaining Warranty claims with 98% accuracy
  • Hired, trained, and managed service workers to improve efficiency of department and cultivate productive work atmosphere
  • Managed team of 9 technicians, 2 service writers, 3 porters, and 2 drivers
  • Reduced poor quality ratings by implementing a quality assurance technician
  • Cross-trained in various departments, with HDU online training completed in Technician, Service Operations, Parts and Accessories, General Merchandise, and Motorcycle Sales
  • Maintained customer relations to ensure long term growth in sales and profits and retained customer satisfaction by ensuring the delivery of quality work
  • Maintained purchasing accounts and met budget objectives.

Technician

Brandon Harley-Davidson
01.2016 - 08.2016
  • Build and rebuild performance engines
  • Design, fabricate and build custom bikes
  • Perform routine vehicle maintenance to include engine and drivetrain diagnosis and repair.
  • Maintained quality assurance and customer satisfaction objectives.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.

Technician

Seminole Harley
09.2015 - 01.2016
  • Performed routine vehicle maintenance
  • Performed engine and drivetrain diagnosis and repairs
  • Diagnose electrical problems and repair.
  • Maintained quality assurance and customer satisfaction objectives.
  • Tested components and systems to evaluate performance and identify concerns.
  • Completed job reports and logs immediately following service calls.

Project Manager

Nigito Realty Inc.
04.2005 - 11.2014
  • Planned, designed, and scheduled phases for large projects.
  • Monitored project performance to identify areas of improvement and make adjustments.
  • Coordinated with cross-functional teams to resolve project issues and mitigate risks.
  • Achieved project deadlines by coordinating with contractors to manage performance.
  • Coordinated material procurement and required services for projects within budget requirements.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.

Carpenter/Foreman

United Brotherhood Of Carpenters Local 15
08.1988 - 08.2015
  • Inspected work performed by carpentry crews to check completion of job specifications.
  • Addressed employee issues and conflicts, applying listening and communication skills to promote quick resolution.
  • Supervised teams of up to 75 employees, answering questions and providing feedback on work progress.
  • Coordinated movement of materials and equipment to job sites, verifying supply readiness prior to project start.
  • Observed all OSHA and corporate safety regulations and procedures to prevent mishaps and injuries on job sites.
  • Assessed project size to prepare work orders and determine resources needed to complete jobs.
  • Oversaw daily operations at site, keeping team production moving at optimal pace.
  • Kept accurate records of materials used, employee timesheets, client issues and accident reports.
  • Monitored job progress and performance of employees or contractors to complete projects prior to deadlines.
  • Evaluated and updated safety protocols to reduce risks on construction and extraction sites.

Education

Bachelor of Arts, Criminal Justice -

Excelsior College

Certification Harley Davidson Technician Program -

Motorcycle Mechanics Institute

Certification Service Department Operations -

Motorcycle Mechanics Institute

Certification Dealer Service Operations -

Motorcycle Mechanics Institute

Skills

  • Quality Assurance
  • Operations Management
  • Developing Best Practices
  • Warranty Claim Processing
  • Technical Support
  • Training development and facilitation
  • Sales
  • Business Development
  • Team Building
  • Diplomatic Issues Resolutions
  • P&L Management
  • Labor Relations
  • Health and Safety Compliance
  • Performance Monitoring
  • Workflow Optimization

Accomplishments

  • Implement Strategic initiatives including a quality control technician and resulting in 95 percent positive customer service feedback on the CXI
  • Implemented a weekly Coffee with a Tech which updated existing customers on new products, updated services in promoting customer relationships and trust in the Service Department

Timeline

Operations Manager/Fixed Operations

Cox’s Double Eagle Harley Davidson
02.2022 - 07.2023

Service Manager

Fort Brag Harley Davidson
09.2020 - 01.2022

Service Manager

Lawless Harley Davidson
09.2016 - 03.2020

Technician

Brandon Harley-Davidson
01.2016 - 08.2016

Technician

Seminole Harley
09.2015 - 01.2016

Project Manager

Nigito Realty Inc.
04.2005 - 11.2014

Carpenter/Foreman

United Brotherhood Of Carpenters Local 15
08.1988 - 08.2015

Bachelor of Arts, Criminal Justice -

Excelsior College

Certification Harley Davidson Technician Program -

Motorcycle Mechanics Institute

Certification Service Department Operations -

Motorcycle Mechanics Institute

Certification Dealer Service Operations -

Motorcycle Mechanics Institute
Salvatore Silla