Robert Bostley

Fixed Operations leader with 20+ years of progressive experience in high-volume Toyota dealership environments, advancing from Service Advisor to Service Drive Manager across multiple top-performing stores. Proven record of driving Customer Satisfaction Index (CSI) improvement, optimizing Repair Order (RO) performance, and developing advisor teams that consistently meet and exceed productivity targets. Skilled in service revenue growth, warranty compliance, KPI management, and process improvement, with the operational depth to manage both the advisor floor and technician workflow simultaneously.

Service Drive Manager - Norm Reeves Toyota Dallas - Dallas, TX

(2025-10 - 2026-06)

• Directed fixed operations for the service drive, overseeing advisor performance, workflow management, and operational efficiency across all repair order activity.
• Elevated CSI scores from 4.58 to 4.69 by implementing structured advisor coaching protocols and establishing consistent customer communication standards.
• Increased CPHR/RO from 1.17 to 1.35 and effective labor rate from $128 to $145 through targeted training, individual performance objectives, and weekly KPI accountability reviews.
• Deployed a two-person team model in quick service operations, reducing turnaround time and improving quality control on the service lane.
• Coached and developed a team of 8 service advisors while maintaining full warranty compliance with Toyota manufacturer standards.

Service Drive Manager - Toyota of Plano - Plano, TX

(2018-08 - 2025-05)

• Managed fixed operations for a high-volume Toyota dealership, managing a service advisor team of 14–17 and overseeing all aspects of service drive performance, staffing, and productivity improvement.
• Developed and coached service advisor team on RO documentation, customer communication, and upsell techniques, resulting in measurable gains in both individual performance and overall department output.
• Analyzed service performance reports and KPI data to guide coaching priorities, adjust workflows, and sustain operational efficiency under high-volume conditions.
• Sustained high Customer Satisfaction Index (CSI) scores throughout a seven-year tenure by embedding customer retention practices into every stage of the service write-up process.

Service Advisor / Writer - Toyota of Richardson - Richardson, TX

(2003-09 - 2018-08)

• Achieved the full service write-up process at a high-volume Toyota dealership over a 15-year period, handling customer intake, needs assessment, RO documentation, and vehicle delivery.
• Cultivated long-term client relationships that generated strong repeat business and sustained customer retention.
• Documented vehicle concerns with precision and communicated repair details clearly to technicians, contributing to low comeback rates and high first-visit resolution.
• Consistently met or exceeded monthly sales and Customer Satisfaction Index (CSI) targets.

High School Diploma - Turners Falls High School