- Martial Arts
- Auto Repair/Restoration
- Football
- Outdoor Recreation
- Fishing
Xavier Rivera
West Palm Beach,FL
Summary
Dynamic and results-driven Service Director with over a decade of progressive leadership experience in the automotive industry. Proven track record of driving revenue growth, increasing gross profit, and elevating customer satisfaction through strategic operational execution.
Specializing in service operations, service advising, warranty administration, and team development, I build high-performing teams that consistently exceed expectations. Experienced in improving CSI scores, increasing RO averages, optimizing workflow efficiency, and implementing customer-centric strategies that strengthen retention and long-term dealership success.
Recognized for strong leadership, accountability, and the ability to cultivate a culture of performance and ownership. Fluent in English and Spanish, allowing for effective communication with diverse teams and customer bases.
Passionate about operational excellence, continuous growth, and delivering exceptional service experiences that maximize dealership profitability and customer loyalty.
Overview
17
17
years of professional experience
Work History
Service Director
West Palm Beach & Greenacres Nissan
West Palm Beach, FL
09.2022 - Current
- Oversaw day-to-day service operations, ensuring high-quality customer engagement and satisfaction.
- Managed service department workflow, optimizing scheduling and resource allocation for efficiency.
- Trained and mentored team members in best practices for customer service and technical knowledge.
- Increase Repair Order averages from $210 to $445 With my strong leadership
• Trained and mentored new service advisors and warranty administrators, improving sales
techniques and warranty claims processing.
• Developed and implemented strategies to enhance customer satisfaction, achieving
consistently high CSI (Customer Satisfaction Index) scores.
• Streamlined service operations to improve efficiency, profitability, and team
performance.
- Led service operations to enhance customer satisfaction and operational efficiency.
Assistant Service Manager
Southern 441 Nissan
Royal Palm Beach
11.2016 - 09.2022
- Provided expert guidance on service options to enhance customer satisfaction and retention.
- Managed service appointments and coordinated technician schedules for optimal workflow efficiency.
- Resolved customer complaints swiftly, fostering positive relationships and loyalty to the service department.
- Educated customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Consistently met or exceeded monthly sales targets by upselling relevant products/services when appropriate.
- Oversaw daily service operations, ensuring workflow efficiency and customer satisfaction.
- Mentored team members on best practices in automotive service and customer relations.
Assistant Service Manager
CarMax
Boynton Beach, FL
05.2014 - 11.2016
- Collaborated with cross-functional teams to improve customer satisfaction through effective service delivery.
- Mentored junior staff, fostering a culture of continuous improvement and professional development within the team.
- Collaborated with other department managers to ensure smooth workflow between teams for overall business success.
- Developed relationships with vendors, leading to improved product quality and better pricing options.
- Reduced operational costs with the help of budget analysis and cost-saving strategies.
Service Advisor
Napleton Automotive Group Nissan
Riviera Beach, FL
01.2009 - 05.2014
- Maintained high customer satisfaction standards to meet or exceed targets.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Excellent communication skills, both verbal and written.
Skills
- Customer Service Excellence – Ensuring top-tier customer experiences through proactive engagement and issue resolution
- Team Leadership & Development – Leading, mentoring, and motivating service teams to achieve operational goals
- Process Improvement & Efficiency – Identifying areas of improvement and implementing strategies to enhance service delivery
- Client Relationship Management – Building strong relationships with customers to drive loyalty and retention
- Operational & Service Strategy – Developing and executing service strategies to meet business objectives
- Performance Metrics & Reporting – Utilizing data and KPIs to measure success and identify areas for growth
Accomplishments
- Increased service drive revenue by over 100%, significantly boosting RO averages and profitability.
- Developed and mentored a high-performing team, leading to record-breaking customer satisfaction scores and sales
- Recognized by the CarMax CEO for excellence in customer service, operational efficiency, and leadership.
- Successfully trained and promoted multiple service advisors, many of whom achieved top-tier performance.
- Implemented strategic initiatives that streamlined service operations, enhancing efficiency and revenue potential.
- Bilingual capabilities have improved communication and service quality for Spanish speaking customers, increasing customer retention and satisfaction.
- Increased service drive revenue by over 85%, growing RO averages significantly.
• Developed a high-performing team, leading to record-breaking customer satisfaction scores.
Interests
Timeline
Service Director
West Palm Beach & Greenacres Nissan
09.2022 - Current
Assistant Service Manager
Southern 441 Nissan
11.2016 - 09.2022
Assistant Service Manager
CarMax
05.2014 - 11.2016
Service Advisor
Napleton Automotive Group Nissan
01.2009 - 05.2014