Sam Mull
Simi Valley,CA
Summary
Accomplished LaCarGuy Service Manager with a strong record in driving growth and consistently exceeding targets. Expert in building high-performing teams and providing effective leadership. Committed to achieving ambitious goals through a relentless work ethic and a focus on continuous improvement.
Overview
14
14
years of professional experience
Work History
Service Manager/Platform Manager
Lexus Santa Monica
Santa Monica, CA
06.2021 - Current
- Managed, trained, and supervised over 40 direct report employees in the service department.
- Achieved and maintained high employee performance through setting clear expectations, regular coaching, and performance evaluations.
- Identified areas of improvement and implemented new processes and training that resulted in increasing fixed gross from $700,000 monthly to over $1,000,000 monthly.
- Increased shop hours from 3,200 monthly to an average of 4,286 monthly by identifying and solving equipment, training, structure, and morale issues.
- Ensured compliance with BAR, OSHA, and OEM requirements.
- Maintained and kept great relationships with all factory representatives.
- As a platform manager, I assisted and offered support to all six other Santa Monica LaCarGuy service departments, including regular check-ins, manager meetings, and mentoring.
- Worked closely with the fixed operations director to improve group-wide service processes, implement new programs, and set and achieve high performance standards.
- Achieved Elite of Lexus status for service in 2022, 2023, and 2024 by exceeding factory sales goals, surpassing CSI targets, and increasing customer pay repair order count.
- Implemented a marketing plan each month to drive traffic. Modified and adjusted both offers and avenues of marketing to continue to reach guests as effectively as possible.
Service Manager
Toyota Santa Monica
Santa Monica, CA
06.2020 - 06.2021
- Managed a team of over 30 direct-report employees.
- Increased fixed gross from $500,000 monthly to $600,000.
- Worked to successfully navigate COVID-related issues, including city, county, and state compliance, employee COVID testing, quarantine, and county health department inspections.
- Trained, coached, and assisted service advisors to ensure high performance standards were met.
- Collaborated with others in leadership roles (BDC manager, shop foreman, parts manager, and GM) to constantly improve the guest experience and drive business.
Service Drive Manager
Toyota Santa Monica
Santa Monica, CA
07.2016 - 06.2020
- Assisted in onboarding and training all new service advisors.
- Performed regular training for service advisors, including sales techniques, documentation, and phone etiquette.
- Handled customer complaints or issues. I listened to the guest and found a solution to each issue.
Assistant Service Manager
Toyota Santa Monica
Santa Monica, CA
11.2011 - 07.2016
- Surpassed all sales and CSI targets.
- Was the top performer in sales, hours, and CSI.
- Greeted guests, identified the reason for the service visit, recommended the needed services, and maintained a large clientele of satisfied customers.
BDC Service Representative
Toyota Santa Monica
Santa Monica, CA
10.2010 - 11.2011
- I answered incoming service calls, scheduled appointments, performed outbound calls, and answered general service questions.
- Consistently, the top performer in the number of appointments made, call rating scorecard, and outbound appointments.
- Assisted advisors and parts departments as needed.
Education
Rutgers University
New Brunswick, NJSkills
- Highly proficient in CDK, Xtime, Dealer FX, MyKaarma, Irecon, and Axcessa
- Strategic marketing planning
- Productivity monitoring of technicians and advisors
- Excel, Word, PowerPoint
- Confident and articulate public speaker
Accomplishments
- Lexus Master Certified Service Manager
- Graduate of GMEP
- Long time member of the Lexus Western area service performance group
- SMU Business management certified
Timeline
Service Manager/Platform Manager
Lexus Santa Monica
06.2021 - Current
Service Manager
Toyota Santa Monica
06.2020 - 06.2021
Service Drive Manager
Toyota Santa Monica
07.2016 - 06.2020
Assistant Service Manager
Toyota Santa Monica
11.2011 - 07.2016
BDC Service Representative
Toyota Santa Monica
10.2010 - 11.2011
Rutgers University
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