SCOTT FRAZIER
Seabrook,TX
Summary
Results-oriented Fixed Operations Executive with over 24 years in automotive dealership leadership. Achievements include record profitability through strategic process improvements and enhanced customer retention. Expertise in operational execution, KPI analysis, and team development drives consistent performance across multiple dealerships.
Overview
1
1
Certification
25
25
years of professional experience
Work History
FIXED OPERATIONS DIRECTOR
DeMontrond Automotive Group
Houston, TX
03.2026 - Current
- Achieved record profits in fixed operations within the first three months by increasing urgency among personnel, improving throughput, closing open repair orders, and ensuring timely completion of work.
- Oversee fixed operations strategy and performance across three franchised dealerships, including Kia, Volkswagen, and Volvo, with focus on service, parts, staffing, process development, customer retention, and department results.
- Developed standard processes and accountability measures across multiple dealerships to enhance consistency and operational execution.
- Established express and BDC teams from the ground up.
- Implemented electronic pricing menus to streamline pricing processes.
- Deployed text2drive communications software and technician videos to enhance customer engagement.
- Supported employee development initiatives focused on performance, communication, customer experience, and fostering positive department culture.
SERVICE DIRECTOR
AutoNation Gulf Freeway Toyota
Houston, TX
02.2023 - 03.2026
- Drove dealership to the largest customer-pay repair-order volume increase in Houston market in 2024 YTD.
- Enhanced profitability, customer retention, technician productivity, and service sales through targeted operational initiatives.
- Increased TLE ranking from 135th to 12th in the Gulf States region.
- Developed and implemented employee training programs on technical performance, customer service, sales processes, and operational standards, leading to improved team capabilities.
- Managed staffing, scheduling, employee performance, and departmental workflow to improve operational efficiency.
- Analyzed departmental KPIs and performance analytics to identify trends and opportunities for improvement, driving corrective actions.
- Set accountability processes to strengthen communication between advisors, technicians, parts, and management.
- Supported 70+ employees in service operations by improving departmental performance and customer retention.
SERVICE DIRECTOR
Larry H. Miller Toyota
Lemon Grove, CA
01.2018 - 12.2022
- Directed service department operations with responsibility for profitability, customer retention, employee development, KPI performance, warranty compliance, and operational efficiency.
- Boosted profitability through targeted sales coaching, CP-HPRO strategies, enhanced ELR performance, and disciplined expense management.
- Managed departmental expenses and resource allocation to improve operating profitability.
- Improved the Service Department ranking from the bottom 10% to 40th among 76 dealerships over a four-year period.
- Improved TLE retention performance to as high as second place while consistently ranking among the Top 10 dealerships in the Los Angeles region.
- Analyzed KPIs and financial performance to identify opportunities for increased productivity, revenue, and customer retention.
- Implemented inspection and quality-control processes designed to reduce warranty and policy exposure while maintaining high ethical and compliance standards.
- Developed marketing initiatives to increase customer engagement, service traffic, and brand loyalty.
- Built strong relationships with manufacturers, vendors, and other key business partners.
PARTS DIRECTOR
Larry H. Miller Toyota
Lemon Grove, CA
09.2017 - 12.2018
- Directed Parts Department operations with responsibility for inventory, profitability, personnel, vendor relationships, and wholesale/retail performance.
- Increased profitability through strategic pricing, expense management, inventory controls, and improved departmental processes.
- Implemented inventory-management strategies to reduce discrepancies and ensure optimal parts availability.
- Reconstructed retail merchandising strategy, resulting in a 25% increase in front-counter sales.
- Executed warehouse cleanup and inventory overhaul to enhance organization, accuracy, and operational efficiency.
- Developed and coached parts team, fostering professional development and accountability.
- Collaborated with Service, Sales, and other dealership departments to improve cross-department workflow and customer support.
PARTS DIRECTOR
Mossy Ford | Mossy Toyota | Mossy Collision
San Diego, CA
01.2008 - 09.2017
- Managed multiple dealership parts operations, delivering leadership, financial analysis, inventory management, and strategic recommendations to Dealer Principal and senior management.
- Supervised annual physical inventories across six Mossy parts departments, delivering financial analysis, reporting, and actionable recommendations to Dealer Principal.
- Simultaneously managed parts operations at two dealerships, overseeing staffing, inventory, profitability, and daily operations.
- Achieved gross-profit performance exceeding NCM benchmarks across managed departments.
- Reduced expenses at Mossy Ford by 20%, contributing to record net profitability.
- Reduced Mossy Ford parts obsolescence from approximately 40% to less than 4% through improved inventory controls and stocking strategies.
- Increased net profitability by enhancing inventory management, optimizing pricing strategies, controlling expenses, and streamlining operational efficiency.
- Established processes for accurate and efficient parts fulfillment for both retail customers and service technicians.
- Analyzed inventory controls and stocking strategies to improve inventory turns and reduce unnecessary investment.
Parts Manager
Mossy Toyota
01.2002 - 01.2008
Education
General Studies
Grossmont College
High School Diploma / GED -
Skills
- Fixed Operations Leadership
- Service & Parts Operations
- Service Operations
- Parts Operations
- P&L Management
- Revenue & Gross Profit Growth
- Revenue Development
- Gross Profit Growth
- Net Profitability
- Customer Retention
- Customer Experience
- KPI & Performance Analytics
- Performance Analytics
- KPI Management
- Process Improvement
- Operational Excellence
- Workflow Optimization
- Quality Control
- Warranty compliance
- Inventory Management
- Expense Control
- Budgeting
- Forecasting
- Multi-Store Management
- Dealership Operations
- CDK Drive
- CDK Service
- Xtime
- AutoLive
- CRM/DMS Systems
- CRM/DMS Platforms
- Microsoft Office
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Vendor Negotiation
- Vendor Relations
- Negotiation
- Staffing & Scheduling
- Employee Development
- Training & Development
- Recruiting
- Performance Management
- Employee Retention
- Team Building
- Cross-Functional Leadership
- People & Culture
- Leadership Development
- Compliance
- Sales Development
- Cross-Functional Leadership
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- CRM/DMS Platforms
Certification
- Driver's License, CDL Class C, Toyota Certification, Ford Certification
- Toyota Master Service Manager certification
- Ford Parts Master Certification (Expired)
- Kia Service Manager Certification
LANGUAGES
English
Intermediate Spanish (Non Fluent speaker)
Affiliations
- Family fun
- Avid Fisherman
- Musician
Clubs and Organizations
- 2022 President -San Diego area Toyota Dealers Parts and Service Club
- 2021 Vice President -San Diego area Toyota Dealers Parts and Service Club
- 2016 Rock Church - Youth fishing ministries volunteer
Timeline
FIXED OPERATIONS DIRECTOR
DeMontrond Automotive Group
03.2026 - Current
SERVICE DIRECTOR
AutoNation Gulf Freeway Toyota
02.2023 - 03.2026
SERVICE DIRECTOR
Larry H. Miller Toyota
01.2018 - 12.2022
PARTS DIRECTOR
Larry H. Miller Toyota
09.2017 - 12.2018
PARTS DIRECTOR
Mossy Ford | Mossy Toyota | Mossy Collision
01.2008 - 09.2017
Parts Manager
Mossy Toyota
01.2002 - 01.2008
General Studies
Grossmont College