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Results-focused automotive service manager with over 20 years' experience leading, modeling, and advancing a customer and employee satisfaction culture driven by extraordinary work ethic, effective communication, critical thinking, flexibility and knowledge of foreign and domestic vehicles that foster trustworthy and productive customer and team relationships. Highly skilled in fixed operations management demonstrated by ability to assess, develop and implement processes and procedures while controlling costs, driving revenue growth, providing high quality customer service that results in lasting customer loyalty.

Automotive Service Manager - CADILLAC of MOUNT KISCO - MOUNT KISCO NY

(2026-04)

Automotive Service Advisor - NALLEY LEXUS/BMW - SMYRNA GA

(2024-11 - 2026-04)

Automotive Service Manager - STEVE RAYMAN CHEVROLET - SMYRNA GA

(2024-01 - 2024-09)

• Assigned to train new advisors and offer guidance to service director.
• Assisted warranty clerk to comply with GM policies and procedures.
• Improved work flow within the shop to facilitate higher CSI ratings.

Automotive Service Advisor - DYER & DYER VOLVO - ATLANTA, GA

(2023-02 - 2023-12)

• Assigned to train employees new to the advisor role.
• Assisted colleagues by working with them to resolve their customers' complaints that increased the Customer Satisfaction Index to 87.5 on average.
• Collaborated with technicians to prioritize workflow that resulted in increased productivity and time management.

Automotive Service Manager - PLAZA TOYOTA - BROOKLYN, NY

(2022-11 - 2023-02)

• Led a team of five service advisors and eighteen technicians focused on retaining customer loyalty.
• Provided effective and timely services that resulted in a minimum 4.6 customer rating and average $450,000 per month in gross sales customer pay/warranty.
• Demonstrated active listening and explained repair procedures in customer friendly terms that resulted in informed decisions and customer satisfaction.
• Ensured compliance with safety regulations, environmental and industry standards.
• Worked jointly with other departments to monitor shop equipment conditions and parts inventory to ensure seamless and productive workflow.

Senior Business Manager/Paralegal - LAW OFFICE C. C. FOUCHE' & ASSOCIATES, P. C. - Garden City, NY

(2012-07 - 2022-11)

• Managed all operation functions of the law office including hiring and training, client intake, scheduling, payroll, marketing, inventory control and legal filings.
• Analyzed financial data and active and closed cases to identify opportunities and risks to organization stability.
• Developed and implemented strategies to increase clientele and customer satisfaction, improve operational efficiency, reduce costs, and maximize profitability.
• Adept at utilizing various computer platforms to upload legal filings, maintain documents and manage office tasks, such as attendance, scheduling, office equipment inventory.
• Researched and reviewed contracts, regulations and procedural guidelines to ensure compliance.

Automotive Service Manager - MERCEDES BENZ - MASSAPEQUA, NY

(2011-07 - 2012-07)

• Assisted in hiring qualified service advisors and technicians to meet business demands.
• Addressed and resolved customer complaints promptly, displaying empathy and professionalism.
• Met with senior management routinely to review performance metrics and identify areas of improvement.

Automotive Service Manager - REGAN, BUICK, PONTIAC, GMC - QUEENS, NY

(1998-09 - 2011-06)

• Demonstrated ability to retain customer relations and provide high quality customer service.
• Met with team routinely to review performance data, acknowledge accomplishments, discuss needs and strategies for improvement.
• Utilized the Dealer Management System to efficiently and productively implement and track day-to-day department tasks and transactions.
• Promoted a culture of continuous improvement by ensuring team knowledge and training in current industry trends and technologies.

Microbiology/Chemistry - Tulane University

B.S. - Microbiology/Chemistry/Economics - University of New Orleans