I learned a great deal about the customer experience in those 15 years in one of the most demanding customer service industries. My team was recognized by BMW when we achieved the highest Customer Service Index of the ten largest dealerships in the New England. It had the lowest score when I accepted the role of Service Manager and only took one year to turn around. From this advanced knowledge, I've become a recognized expert in customer service and retention in various industries and founded Advanced Service Knowledge.
I've restored Mustangs, Corvettes and managed my first auto parts store at 20 years old. I built and owned an auto stereo and electronics store, which I sold in the Market Crash of 1987 and begin working as a dealership auto Service Advisor. Ten years later I was hired as Dealership Director of Auto and Body Shop Services. I've managed service departments for BMW, Porsche, Mercedes, Audi, VW, Mazda and GM over a 15 year career.
At 11 years old, I fell in love with cars when I saw a brand new "Grabber Yellow" 1970 Mustang Mach One Boss 302. My first car, at 16, was a red one!
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