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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



Bachelor of Arts Degree-Communication Studies, Northern Illinois University-DeKalb

Associate of Arts Degree, William Rainey Harper-Palatine, IL

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