Service Advisor at Vara Chevrolet (2026-01 – Present)
- Meet customers and determine their needs for repair and or service of their vehicle needs.
- Keep good communication with Technicians.
- Explain the technician's recommendations to customers.
- Maintain the Company’s standards for ethical business practices.
- Increase customer satisfaction by building customer relations.
- Monitor the progress of each vehicle throughout the day and update the customer frequently.
- Oversee technicians working on customers' vehicles, including their time management and efficiency, part ordering, and job completion time.
- Oversee and participate in quality control.
General Manager at Atlas AC Repair LLC (2024-09 – 2025-11)
- Oversee daily operations including equipment staging, inventory management, scheduling, and logistics.
- Manage and support a team of 20.
- Implement and uphold operational strategies, policies, and procedures.
- Ensure safe and efficient operations.
- Schedule training when required.
- Have direct oversite of the four markets (San Antonio, Austin, Houston and Arlington)
Divisional Service & Installation Manager at Conn's HomePlus (2009-11 – 2024-09)
- Work closely with Senior Management to ensure our division meets its targets and goals.
- Provide guidance and support to staff members when needed, helping them resolve issues and challenges encountered in their roles.
- Oversee multiple managers in the division, ensuring that we are professionally trained and motivated to achieve business goals.
- Perform performance reviews showing areas for improvement and providing feedback on success.
- Review customer feedback from surveys and complaints, acting where necessary to address any issues raised.
- Ensure that all employees adhere to company policies and procedures.
- Enforce customer service standards to uphold the quality of service.
- Managed a team of technicians, providing guidance and support to ensure high quality workmanship.
- Managed installation schedules proactively to avoid delays and reduce downtime.
- Decreased stock discrepancies by regularly updating item master data to ensure proper classification and location assignments.
- Assisted in restructuring the largest Service Department at Conn’s HomePlus in Houston, Texas. Managed an average of over 900 open service orders running an average of over 280 service calls per day.
- Opened three different Service Centers (Phoenix Az, El Paso Tx and McAllen Tx) and hired the support staff, technicians and Managers in these three Service Centers.
- Submit monthly incentives to payroll for the techs and support staff.
- Submit tech payroll bi-weekly.
- Enhanced customer satisfaction from the mid 80% to above 95% Customer Satisfaction by coaching and training the techs on soft skills.
- Maintain fleet of over 40 vans.
- Managed a team of over 45 Technicians which were assigned on average 8-10 calls per tech. Responsible for 75 employees, 6 departments and 6 Managers.
Technician Manager at Conn's HomePlus (2008-12 – 2009-11)
- Trained new technicians in standard operating procedures, ensuring consistency across the team.
- Improved customer satisfaction, swiftly addressing communication issues. Would ride with techs to coach on communication skills helping improve the techs Customer Satisfaction soft skills.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition programs.
- Recruited, interviewed and hired employees and implemented a mentoring program to promote positive feedback and engagement.
- Coached techs to maintain their call backs under 6% and part orders under 30%
- Set underperforming techs on performance action plans with timelines.
Inventory Control at Conn's HomePlus (2007-01 – 2008-12)
- Completed physical inventory counts each month.
- Completed daily cycle counts to maintain accuracy of records.
- Conducted periodic cycle counts to maintain up-to-date information on available stock quantities, ensuring optimal order fulfillment rates.
- Performed root cause analysis of discrepancies between physical inventory counts and system records, taking corrective actions where necessary.
- Decreased stock discrepancies by regularly updating item master data to ensure proper classification and location assignments.
- Ensured that all incoming transfers were accurate and all products accounted for.
- Implemented the 2nd verification process on all customers pick up to prevent shrinkage.
- Responsible for over one million dollars in inventory.
Sales / Store Manager at Conn's HomePlus (1994-05 – 2006-10)
- Managed daily Store Operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Took over a Retail store averaging $300K a month and within less than seven months increased monthly sales to over $800K per month.
- Opened 3 new Stores, assisted in the hiring and store set up process.
- Opened the Largest Conn’s Store in Corpus Christi Tx., first month sales projection was $500K, ended the first month with over $800K in sales. Sales exceeded $16,000,000 in sales during the first year of operation.
- I built a strong bench and promoted over eight of my staff to management roles.
- Managed inventory control, cash control, and store opening and closing procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings and overall sales.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
