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Service Manager
Profile of Qualifications
Offering numerous of experience as Service Manager/Director specializing in automotive industry, with consistent track record of success:
Have attained Top 3 CSI ranking out of 237 Lexus dealerships for past 8 consecutive years
Generated 10% increase in annual labor sales and grosses while concurrently steering dealership to record-breaking CSI; 2005-2007
Substantially improved labor sales while consistently maintaining highest CSI levels; 2002-2005
Led dealership to achieve Ford s Blue Oval Status; 2002-2005
Recognized with Lexus Elite Award; 2001-2002
Expertise in steering full-scope operations spanning human resources, business development, sales, and customer service through vendor management, purchasing, competitive bidding, cost controls, and fleet management
Motivating leader who effectively hires, trains, develops, and directs productive, customer-focused teams; facilitate collaborative teamwork environment vital to maximizing performance and retention
Talent for identifying and capitalizing on opportunities to drive growth, reduce expenses, increase profits, improve service levels, and optimize productivity and efficiency
Focus on providing world-class service crucial to ensuring satisfaction, building loyalty and increasing revenue; adept in identifying customer needs and delivering customized solutions
Professional Background
Service Director, Lexus of Naperville-Naperville, IL 2007-Present
Successfully lead team of technicians and service personnel in providing superior customer service; in charge of staff hiring, training and performance evaluation
Proficiently manage Business Development Center (BDC); includes car wash and valet pick up
Effectively develop and execute innovative strategies for reaching and penetrating target markets, capturing new business and developing existing customers
Service Manager, Cella Ford-New Bern, NC 2005-2007
Spearheaded performance enhancements spanning all areas of operations; rapidly achieved substantial improvements across labor sales, grosses, expense controls, and CSI levels
Led dynamic team of technicians and service personnel to optimize customer service, quality, productivity, and efficiency
Defined, developed and implemented creative action plans for driving business growth
Service Director, Larry Roesch Ford-Elk Grove, IL 2002-2005
Managed technicians and service personnel across 2 shops; included medium-duty truck shop
Successfully drove sales growth by focusing on building superior customer relations; continually maintained highest CSI levels
Improved employee retention and operational efficiency by implementing lateral support instrumental to promoting shop unity
Analyzed and controlled expenses to maximize profits; facilitated competitive bidding on equipment and supplies to secure best pricing and terms while maintaining high quality standards
Service Manager, Bredemann Lexus-Glenview, IL 2001-2002
Effectively built and led team of 30+ technicians and service advisors to deliver world-class service; included establishing and implementing strategies for optimizing customer relations
Efficiently managed fleet of 65 vehicles
Took the initiative to earn Lexus Service Manager Certification
Education
Bachelor of Arts Degree-Communication Studies, Northern Illinois University-DeKalb
Associate of Arts Degree, William Rainey Harper-Palatine, IL
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